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You are the Customer Service Manager for a US manufacturer and have fielded a phone call from the Japanese Distributor of your products in Japan. She informs you that a major local client is having difficulty servicing your products and convincing local customers as to the quality. As a first step, what do you propose to do about this problem, particularly when it involves "face" (in the Japanese sense of that word)?
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1. Look at the above table and list the interesting gaps which you observe in the 'scripts' between consumer and service provider. Answer: 1. The starting point of the servic
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