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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Invisible contact employees, below the line of visibility

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Invisible contact employees, below the line of visibility

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Those actions of frontline contact employees that occur as part of a service encounter

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Those actions of frontline contact employees that occur as part of a service encounter

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Tangibles that customers are exposed to that can influence their quality perceptions

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Tangibles that customers are exposed to that can influence their quality perceptions

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Include all the steps that customers take part in as part of the service delivery process

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Include all the steps that customers take part in as part of the service delivery process

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1. Customers will inform the staff about the design, flavour and size of the birthday cake.
2. On top of filling the staff with the details of the cake, they'll also let them know kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkselthe cake collection date.

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baking of cake (?)

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1. Cake Menu - Showcase the cake designs and appeal to customers

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1. The staff reconfirms the details of the cake with the customer.
2. The staff helps to key in the order into the system.
3. Hand the order receipt to the customer and reconfirm the date of collection.
4. Thank the customer and process the order.
5. Call up the supplier of the cake ingredients & confirm when they will be able to send them over for the baker to start baking.

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1. With the necessary ingredients on hand, the baker will then bake the cake within the time frame provided by customer

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1.

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1.  Have a manager to keep track of delivery drivers. Whether the cakes are delivered on time. Know whether to promote or fire the driver.

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1.  Have a manager to keep track of delivery drivers. Whether the cakes are delivered on time. Know whether to promote or fire the driver.

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2. Interior design and cleanliness of Cake Shop & Table Top

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2. Interior design and cleanliness of Cake Shop & Table Top