When Delivering a Service,which Skills (Technical or Social)are More Important

Q13: COMPLETION QUESTIONS<br>Boundary Spanners<br>Mystery Shopping<br>Technical Skills<br>Empowerment<br>Theatrical Improvisation<br>Jazz Improvisation<br>Social

Q14: From a customer's point of view,all of

Q15: 'Double-barreled training' involves a focus on technical

Q16: A local service organization was having difficulty

Q17: Across many service industries,the nature of the

Q19: From the customer's perspective,are all service personnel

Q20: The technical skills involved in the delivery

Q21: The boundary spanners in a service organization

Q22: What recommendations would you offer to service

Q23: Service personnel who fall short of operating