A. The actions that service consumers undertake to be able to use a provider's services
B. The actions that a service provider undertakes to build a relationship with service consumers
C. The experience consumers have as a result of service interactions with a service provider
D. The steps a service consumer and a service provider undertake together to co-create value
A. Business relationship models
B. Stakeholder analysis and mapping
C. Voice of customer
D. Gemba walk
A. The organization's strategy
B. One of the four dimensions of service management
C. Key metrics
D. The service value system
A. Value stream mapping
C. Voice of the customer
