Exam 9: Service Innovation and Design

When a hospital with formerly monochromatic walls added murals honoring fire fighters and police officers, it would be an example of a service improvement.

What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

In a Federal Express overnight delivery service blueprint, which of the following is an example of an onstage contact employee action?

The first step in the new service-development process is:

When a day care center added an after-school program for first through third graders, it was an example of a service line extension.

In the post introduction evaluation stage of the new-service development process information gathered during commercialization of the service can be reviewed and changes made based on actual market response to the offering.

An ad in a dental journal noted that if dentists would bulk buy a flowable composite used to build bridges and caps, the dentist purchasing the composite would receive Delta Air Lines Sky Miles to add to his or her existing Sky Miles. Both companies, the composite marketer and Delta, benefit from this offer. By allowing the composite marketer to offer free Sky Miles to customers, Delta Air Lines is further implementing its _____ growth strategy.

Comment on the following statement: "New-service development is typically a linear process".

What is the first step in the new-service development process?

A company that was involved in wedding planning noted how many couples had a wedding catastrophe of some kind. As a result, it abandoned wedding planning and began offering wedding insurance to protect couples from financial losses due to weather emergencies, stolen wedding rings, damaged wedding dresses, etc. The company is using a _____ growth strategy.

Service blueprints are most useful when developed for a particular customer or customer segment, assuming that the service varies across segments.

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 people who maintain the web site and who make it possible for Jessie to engage in an online chat with a therapist are examples of: A. Customer actions B. Onstage contact employee actions C. Backstage contact employee actions D. Support processes E. Audience actions

A company that was involved in event planning noted how many couples had a wedding catastrophe of some kind. As a result, it abandoned event planning and began offering wedding insurance to protect couples from financial losses due to weather emergencies, stolen wedding rings, damaged wedding dresses, etc. In terms of the service blueprint, the couple that decided to buy insurance to protect themselves if the guests at their reception got food poisoning is part of which section of the service blueprint?

The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.

The last step in building a service blueprint is to:

The ability to connect to the Internet through a modem using the same wires that transmit cable television was an example of a _____ when it was first introduced.

The openings of new fast-food franchises are typically highly promoted events-especially when the franchise is new to a geographic area. Special food promotions are offered on the day of the grand opening and sometimes guest appearances. Often if a grand opening event is scheduled for the first of the month, the business will actually start serving customers who happen to notice that it is open during the week prior to the first. In this way, employees can familiarize themselves with their jobs and minor problems can be handled before they become major. This pre-opening practice is most closely related to which stage of the new service-development process?

When a guest staying at the Marriott Marquis in New York calls room service to order dinner, which of the following is an example of a backstage contact employee action?

When Wendy's extended its hours of operation on Friday and Saturday nights to provide 24-hour fast-food service, it was an example of a service development growth strategy.