Question: 1. How can the moment-of-truth concept be used as a training tool in a service setting?
2. What is a customer benefits package? What is the purpose of developing customer benefits packages in a service context?
3. In what ways will the globalization of services alter the way that businesses manage their service quality?
4. Discuss the initiatives that the U.S. government has taken to increase its emphasis on service quality. Are they effective?