In one Dickinson’s poems, the speaker begins by asserting: Much madness is divinest ________.

In addition to writing poetry, Whitman was also __________________

This type of training allows people in dispersed locations to listen to content delivered by one trainer and asks questions via a technology interface.

A company offers some troubleshooting instructions to customers in their website. This is an example of: 

In the case study we discussed on AirBNB, the main issue / problem  highlighted was: 

A culture in which “people have their backs” and is characterized by high degree of solidarity, team-work, and extended family networks

Following a service failure, a customer may decide to:

An airline passenger arrives at the airport and wants to check-in for her flight. She approaches a machine which allows her to enter some data in order to retrieve her reservation, print a boarding pass and a luggage tag. This type of SST is known as:

Faced with a decline in international travel, a theme park searched for alternatives to boost revenues. They identified local customers, made special events for them, provided special offers, and overall encouraged them to visit more often. This is an example of:

A customer is more than a transaction; loosing a customer can potentially implies a stream of cash flows a company could receive over an extended period of time. This is the definition of: