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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