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.
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?