Differentiate the characteristics of a service organization from a manufacturing organization.
LO5.2 Explain the elements of a service-product bundle.
LO5.3 Organize a variety of service offerings into the service delivery system matrix.
LO5.4 Describe the effect on the service delivery system of customer contact.
LO5.5 Explain service recovery and service guarantees.
LO5.6 Evaluate the role of technology and globalization in service management.
LO5.7 Define the attributes of the service-profit chain
