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36. Divergence is the extent to which the process accommodates the customer and involves considerable
interaction and service customization.
Answer: True
Reference: Process Structure in Services
Difficulty: Easy
Keywords: divergence, accommodate, interaction, customization

37. A front office structure features high levels of customer contact where the service provider interacts
directly with the internal or external customer.
Answer: True
Reference: Process Structure in Services
Difficulty: Easy
Keywords: front, office, customer, contact, interaction

38. Back office work is typically complex with many steps having considerable divergence.
Answer: False
Reference: Process Structure in Services
Difficulty: Easy
Keywords: back, office, complexity

39. The product-process matrix brings together the elements of volume, process, and quality.
Answer: False
Reference: Process Structure in Manufacturing
Difficulty: Moderate
Keywords: product, process, matrix, manufacturing

40. Job rotation involves the vertical expansion of job duties.
Answer: False
Reference: Strategic Fit
Difficulty: Easy
Keywords: job, rotation