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Customers using a self-service check-out station at a grocery store might not understand how to use ...

Customers using a self-service check-out station at a grocery store might not understand how to use the technology, resulting in their expectations not being met. This demonstrates the fact that
A) customers often provide their own specifications.
B) customers are often the quality inspectors.
C) customers are often the cause of service failures.
D) customers are often the output of a service process.

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Managing Supply Chain and Operations: An Integrative Approach

Edition: 1^st

Authors: Foster, Sampson, Wallin, Webb

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