1. Some may argue that the production-line approach may not treat the process as a service process, but as what type of process? 2. What happens to production efficiency as the customer exerts more influence on the system? 3.

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Why do many customers like the self-service approach to service design? 4. Permeable systems are characterized by being penetrable by customers via what two forms of contact? 5. Using a project layout for building an aircraft, why would you want to place rivets close to or even in the fuselage?

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