Exam 8: Service Innovation and Design

When creating a blueprinting for a technology-delivered self service,a row labeled "onstage technology" can be added to the blueprint:

Which of the following is NOT a risk incurred by describing services in words alone?

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

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

On the service blueprint,the line of visibility separates all contact employee actions that are visible to the customer from those that are not.

During which stage of the service innovation and development process does a service firm produce a description of the service that represents its specific characteristics and features?

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

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:

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?

In service blueprinting terms,_____ are those steps and activities that contact employees,like desk clerks and receptionists,perform that are visible to customers.

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

Words alone are often more than adequate for describing services such as financial portfolio management.

A retail store manager instructed two new sales associates to greet customers quickly when they enter the store.On the first day the sales associates are working on the selling floor,one sales associate greets customers immediately after they enter the store,while the other associate greets customers after they have looked around for a minute or two.Which of the following risks incurred by describing services in words alone has led to the sales associates greeting customers at different time intervals?

The final stage of the new service development process is:

The last step of building a service blueprint is to add the physical evidence of the service.

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.

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

Rama thought the light blue paint on the walls of the hospital waiting area was a vast improvement over the old brown paint.The repainting of the walls of the service provider is an example of a:

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.

Which of the following is an important consideration for innovating or developing a new service?