At the strategic level of value management, all executives learn to "manage by value." At the tactical level, all personnel focus on the "management of value."

A haircut, a manicure, and a pedicure are all examples of ________

A) intangible services B) tangible services C) tangible goods D) tangible possessions E) intangible possessions

The first step in developing a service blueprint is ____________

a. to reach a consensus on which activities are more important than others b. to identify all the key activities involved in creating and delivering the service c. to identify the links between a set of alternative service possibilities d. to identify the key employees who will be enacting the service blueprint e. to identify the key customers who will be participating in the service