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The quality level of service that customers receive often depends on the service providers’ability to establish and maintain a steady flow of service. A breakdown or imbalance in one part of the service system can adversely affect the entire service system”. Questions: 1. Is the design of the physical layout of the service area affects the flow of service? Why? Give an example. 2. How does the scheduling of service providers facilitate a flow of service? Discuss your answer by citing a specific scenario that you actually experienced or observed. How work schedule are to be done? 3. What adjustments should be made for a large group of customers so a flow of service is maintained in a service environment? References: a. “Providing Quality Service” by William B. Martin b. any book about managaing the service environment
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