Chapter 5. Distributing Services through Physical and Electronic Channels

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Know the four key questions that form the foundation of any service distribution strategy: What? How? Where? and When?

Image LO 2 Describe the three interrelated flows that show what is being distributed.

Image

LO 3 Illustrate how services can be distributed using the three main options.

LO 4 Explain ...

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