61. ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.
62. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
63. ___________ are the only service distributors which do not require direct human interactions.
64. In the absence of a physical product, service providers need to consider the use of __________ that enable customers to make a judgment on the service quality.
65. Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
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