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After reading Chapter 4, answer the following questions for the Chapter opening Vignette: Zane’s Cycles:  Service as a Strategic Differentiator

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  1. Which of the service strategies used by Zane’s Cycles gives you a real “wow?” Why?
  2. Do you know of an “entrepreneurial” service provider that currently uses service strategies in a similar way to provide exemplary customer service? Describe.

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