1. As the degree of customer contact increases in a service system, what worker skills would be more important, clerical skills or diagnostic skills? 2. An important difference between service and...

1. As the degree of customer contact increases in a service system, what worker skills would be more important, clerical skills or diagnostic skills? 2. An important difference between service and manufacturing operations is that customers introduce far more variability into the operations in a service system. Name at least three of the basic types of variation that customers bring to a service system.