Question 1

In a service blueprint, the line of internal interaction separates:

Accepted Answer

A)  Customer actions from onstage contact employee actions 
B)  Backstage contact employee actions from support processes 
C)  Onstage contact employee actions from backstage contact employee actions 
D)  Onstage contact employee actions from support processes 
E)  Customer actions from backstage contact employee actions 
A)  Customer actions from onstage contact employee actions 
B)  Backstage contact employee actions from support processes 
C)  Onstage contact employee actions from backstage contact employee actions 
D)  Onstage contact employee actions from support processes 
E)  Customer actions from backstage contact employee actions

Question 2

Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.

Accepted Answer

A) True 
 B)False

Question 3

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Accepted Answer

Service de

Question 4

Success with new services is going to be determined by choosing the right projects and doing the projects right.

Accepted Answer

A) True 
 B)False

Question 5

Pret a Manger, a London-based sandwich shop, introduced restaurant-quality sandwiches with fast-food velocity. This would be an example of a

Accepted Answer

A)  Major innovation 
B)  New service for the currently served market 
C)  Service line extension 
D)  Service improvement 
E)  Style change 
A)  Major innovation 
B)  New service for the currently served market 
C)  Service line extension 
D)  Service improvement 
E)  Style change

Question 6

What does a typical service blueprint depict?

Accepted Answer

The process of service deliver

Question 7

Because a service in intangible, it is imperative for a new-service development system to have four basic characteristics. List them.

Accepted Answer

It must be objective

Question 8

During what stage of the new-service development process is empathetic design used?

Accepted Answer

The answer of During what stage of the new-service development...

Question 9

When Jessie wanted to talk to a therapist to learn how she could improve her relationship with her mother, she went to HYPERLINK "http://www.here2listen.com/" www.here2listen.com, an online counseling service that charges $1 per minute of counseling. The therapist she communicated with online is an example of a(n) _____ in the service blueprints for the web site.
A. Customer action
B. Onstage contact employee action
C. Backstage contact employee action
D. Support process
E. Audience action

Accepted Answer

The answer of When Jessie wanted to talk to a...

Question 10

After a service firm maps the service process from the customer's point of view, the next step in building a service blueprint is to:

Accepted Answer

A)  Draw the lines of interaction and visibility 
B)  Link customer and contact person activity to needed support function 
C)  Map the service process from the customer contact person's point of view 
D)  Identify the physical evidence needed to support service quality 
E)  Add evidence of service at each customer step 
A)  Draw the lines of interaction and visibility 
B)  Link customer and contact person activity to needed support function 
C)  Map the service process from the customer contact person's point of view 
D)  Identify the physical evidence needed to support service quality 
E)  Add evidence of service at each customer step

Question 11

The service blueprint can be analyzed horizontally if the purpose is to understand the integration of the service process or to identify for particular employees where they fit into the bigger picture.

Accepted Answer

A) True 
 B)False

Question 12

When Madyson returned to her oncologist's office for a checkup. She was pleased to find the waiting room had been remodeled and it now contained a large aquarium. There was even a sign that said watching fish is an excellent stress reducer. Since Madyson did not feel nearly as anxious before going to the oncologist's examination room, she decided the addition of the swimming fish was a good:

Accepted Answer

A)  Major innovation 
B)  New service for the currently served market 
C)  Service line extension 
D)  Service improvement 
E)  Style change 
A)  Major innovation 
B)  New service for the currently served market 
C)  Service line extension 
D)  Service improvement 
E)  Style change

Question 13

While at Six Flags over Georgia, Mitch had his picture taken with Tweetie Bird, one of the many Warner Brothers characters that tour the park. Which component of the service blueprint does the picture exemplify?

Accepted Answer

Onstage em

Question 14

In order to have a greater likelihood for ultimate success, who should be involved in the new service development process?

Accepted Answer

A)  Contact employees and customers 
B)  Suppliers, distributors and all employees 
C)  All members of the internal and external environment except customers 
D)  All internal and external people that will have any responsibility in its development, including focus group members 
E)  Only internal members of the organization to prevent problems with competitive intelligence 
A)  Contact employees and customers 
B)  Suppliers, distributors and all employees 
C)  All members of the internal and external environment except customers 
D)  All internal and external people that will have any responsibility in its development, including focus group members 
E)  Only internal members of the organization to prevent problems with competitive intelligence

Question 15

What are the four risks incurred when services are described in words alone?

Accepted Answer

Oversimplification,

Question 16

When creating a service blueprint, what step follows mapping the service process from the customer's point of view?

Accepted Answer

Mapping contact empl

Question 17

When is a biased interpretation likely to occur during a discussion of a new restaurant?

Accepted Answer

A)  At the beginning of the conversation 
B)  When one party uses nonverbal communications 
C)  When one party uses words like nice and different to describe the restaurant 
D)  Just prior to the conclusion of the conversation 
E)  Whenever the conversation is disrupted by noise 
A)  At the beginning of the conversation 
B)  When one party uses nonverbal communications 
C)  When one party uses words like nice and different to describe the restaurant 
D)  Just prior to the conclusion of the conversation 
E)  Whenever the conversation is disrupted by noise

Question 18

The fact services are intangible makes it imperative for any new service-development process to be precise, subjective, opinion-driven and methodological.

Accepted Answer

A) True 
 B)False

Question 19

A service blueprint depicts:

Accepted Answer

A)  The process of service delivery 
B)  All stakeholders that will be affected by the service process 
C)  The intangible elements of the service 
D)  The relation of the service to the services marketing mix 
E)  How the service dimensions will interact before, during and after the service process 
A)  The process of service delivery 
B)  All stakeholders that will be affected by the service process 
C)  The intangible elements of the service 
D)  The relation of the service to the services marketing mix 
E)  How the service dimensions will interact before, during and after the service process

Question 20

New-service success depends on:

Accepted Answer

A)  Market-driven, customer-focused new-product processes 
B)  The integration of the service within existing processes 
C)  The emphasis on planning for and executing the new service process 
D)  Strong external and internal marketing communications 
E)  All of the above 
A)  Market-driven, customer-focused new-product processes 
B)  The integration of the service within existing processes 
C)  The emphasis on planning for and executing the new service process 
D)  Strong external and internal marketing communications 
E)  All of the above

In a service blueprint, the line of internal interaction separates:

Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Success with new services is going to be determined by choosing the right projects and doing the projects right.

Pret a Manger, a London-based sandwich shop, introduced restaurant-quality sandwiches with fast-food velocity. This would be an example of a

What does a typical service blueprint depict?

Because a service in intangible, it is imperative for a new-service development system to have four basic characteristics. List them.

During what stage of the new-service development process is empathetic design used?

After a service firm maps the service process from the customer's point of view, the next step in building a service blueprint is to:

The service blueprint can be analyzed horizontally if the purpose is to understand the integration of the service process or to identify for particular employees where they fit into the bigger picture.

While at Six Flags over Georgia, Mitch had his picture taken with Tweetie Bird, one of the many Warner Brothers characters that tour the park. Which component of the service blueprint does the picture exemplify?

In order to have a greater likelihood for ultimate success, who should be involved in the new service development process?

What are the four risks incurred when services are described in words alone?

When creating a service blueprint, what step follows mapping the service process from the customer's point of view?

When is a biased interpretation likely to occur during a discussion of a new restaurant?

The fact services are intangible makes it imperative for any new service-development process to be precise, subjective, opinion-driven and methodological.

A service blueprint depicts:

New-service success depends on:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 9: Service Innovation and Design

In a service blueprint, the line of internal interaction separates:

Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Success with new services is going to be determined by choosing the right projects and doing the projects right.

Pret a Manger, a London-based sandwich shop, introduced restaurant-quality sandwiches with fast-food velocity. This would be an example of a

What does a typical service blueprint depict?

Because a service in intangible, it is imperative for a new-service development system to have four basic characteristics. List them.

During what stage of the new-service development process is empathetic design used?

After a service firm maps the service process from the customer's point of view, the next step in building a service blueprint is to:

The service blueprint can be analyzed horizontally if the purpose is to understand the integration of the service process or to identify for particular employees where they fit into the bigger picture.

While at Six Flags over Georgia, Mitch had his picture taken with Tweetie Bird, one of the many Warner Brothers characters that tour the park. Which component of the service blueprint does the picture exemplify?

In order to have a greater likelihood for ultimate success, who should be involved in the new service development process?

What are the four risks incurred when services are described in words alone?

When creating a service blueprint, what step follows mapping the service process from the customer's point of view?

When is a biased interpretation likely to occur during a discussion of a new restaurant?

The fact services are intangible makes it imperative for any new service-development process to be precise, subjective, opinion-driven and methodological.

A service blueprint depicts:

New-service success depends on:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters