Question 1

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

Accepted Answer

A)  roll; retrieval; implicit aspects; explicit aspects 
B)  stage; servicescape; exterior; interior 
C)  stage; service area; customers; employees 
D)  roll; canopy; employees; equipment 
E)  roll; service area; front-stage; backstage 
A)  roll; retrieval; implicit aspects; explicit aspects 
B)  stage; servicescape; exterior; interior 
C)  stage; service area; customers; employees 
D)  roll; canopy; employees; equipment 
E)  roll; service area; front-stage; backstage B

Question 2

IBM employs the term ____________ to describe the deconstruction (or unbundling) of a company's activities and subsequent reconstruction into ____________ (as opposed to a value chain) in which value is created by businesses and their suppliers, buyers, and partners by combining and enhancing the component services collectively provided by participants.

Accepted Answer

A)  conglomerating; value portfolios 
B)  componentization; value nets 
C)  delimiting; servicescapes 
D)  delimiting; service portfolios 
E)  conglomerating; service portfolios 
A)  conglomerating; value portfolios 
B)  componentization; value nets 
C)  delimiting; servicescapes 
D)  delimiting; service portfolios 
E)  conglomerating; service portfolios B

Question 3

The line of ____________ divides front-stage activities from backstage activities.

Accepted Answer

A)  service standards and scripts 
B)  physical evidence 
C)  internal physical interaction 
D)  internal IT interaction 
E)  visibility 
A)  service standards and scripts 
B)  physical evidence 
C)  internal physical interaction 
D)  internal IT interaction 
E)  visibility E

Question 4

How many "acts" does a meal at Chez Jean consist of?

Accepted Answer

A)  One act 
B)  Two acts 
C)  Three acts 
D)  Four acts 
E)  Five acts 
A)  One act 
B)  Two acts 
C)  Three acts 
D)  Four acts 
E)  Five acts

Question 5

Which of the following is NOT one of the steps in managing customers as partial employees?

Accepted Answer

A)  Maintain a list of prospective customer "resumes." 
B)  Conduct a "job analysis" of customers' present roles in the business. 
C)  Proper education and training to ensure that customers are aware of how they are expected to perform. 
D)  Motivate customers by ensuring that they will be rewarded for performing well. 
E)  Regularly appraise customer performance. 
A)  Maintain a list of prospective customer "resumes." 
B)  Conduct a "job analysis" of customers' present roles in the business. 
C)  Proper education and training to ensure that customers are aware of how they are expected to perform. 
D)  Motivate customers by ensuring that they will be rewarded for performing well. 
E)  Regularly appraise customer performance.

Question 6

"Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Accepted Answer

A) True 
 B)False

Question 7

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process, including all but emotional inputs.

Accepted Answer

A) True 
 B)False

Question 8

A blueprint specifies in detail how a service process should be constructed.

Accepted Answer

A) True 
 B)False

Question 9

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Accepted Answer

A) True 
 B)False

Question 10

Describe the aspects of self-service technology that were important to TLC in developing CarePages.

Accepted Answer

SSTs require careful consideration to pr

Question 11

The first step in developing a service blueprint is ____________.

Accepted Answer

A)  to reach a consensus on which activities are more important than others 
B)  to identify all the key activities involved in creating and delivering the service 
C)  to identify the links between a set of alternative service possibilities 
D)  to identify the key employees who will be enacting the service blueprint 
E)  to identify the key customers who will be participating in the service 
A)  to reach a consensus on which activities are more important than others 
B)  to identify all the key activities involved in creating and delivering the service 
C)  to identify the links between a set of alternative service possibilities 
D)  to identify the key employees who will be enacting the service blueprint 
E)  to identify the key customers who will be participating in the service

Question 12

Which of the following is NOT one of the six steps that can help smooth the path of customer change?

Accepted Answer

A)  Develop customer trust. 
B)  Understand customers' habits and expectations 
C)  Teach customers to use innovations while limiting trial. 
D)  Pretest new procedures and equipment. 
E)  Publicize the benefits. 
A)  Develop customer trust. 
B)  Understand customers' habits and expectations 
C)  Teach customers to use innovations while limiting trial. 
D)  Pretest new procedures and equipment. 
E)  Publicize the benefits.

Question 13

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Accepted Answer

Shifting t

Question 14

Restaurants are often quite theatrical in their use of physical evidence (such as furnishing, décor, uniforms, lighting, and table settings).

Accepted Answer

A) True 
 B)False

Question 15

Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the direct service approach to managing the service delivery process.

Accepted Answer

Potential company benefits of the direct

Question 16

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Accepted Answer

A) True 
 B)False

Question 17

Blueprinting is a more sophisticated version of ____________.

Accepted Answer

A)  linear graphing 
B)  flowcharting 
C)  Cox & Snell analysis 
D)  non-linear graphing 
E)  cluster analysis 
A)  linear graphing 
B)  flowcharting 
C)  Cox & Snell analysis 
D)  non-linear graphing 
E)  cluster analysis

Question 18

Describe how Avis uses service blueprinting to enhance its customers' experiences.

Accepted Answer

Each year Avis determines a set of facto

Question 19

Describe how TLContact was able to reduce failure points in its service.

Accepted Answer

Websites are notoriously difficult to de

Question 20

Amazon.com's success is a combination of which service redesign aspects?

Accepted Answer

Self-service, direct service,

The or includes both the and of a service facility.

The line of ____________ divides front-stage activities from backstage activities.

How many "acts" does a meal at Chez Jean consist of?

Which of the following is NOT one of the steps in managing customers as partial employees?

"Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process, including all but emotional inputs.

A blueprint specifies in detail how a service process should be constructed.

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Describe the aspects of self-service technology that were important to TLC in developing CarePages.

The first step in developing a service blueprint is ____________.

Which of the following is NOT one of the six steps that can help smooth the path of customer change?

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Restaurants are often quite theatrical in their use of physical evidence (such as furnishing, décor, uniforms, lighting, and table settings).

Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the direct service approach to managing the service delivery process.

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Blueprinting is a more sophisticated version of ____________.

Describe how Avis uses service blueprinting to enhance its customers' experiences.

Describe how TLContact was able to reduce failure points in its service.

Amazon.com's success is a combination of which service redesign aspects?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 8: Designing and Managing Service Processes

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

The line of ____________ divides front-stage activities from backstage activities.

How many "acts" does a meal at Chez Jean consist of?

Which of the following is NOT one of the steps in managing customers as partial employees?

"Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.

Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process, including all but emotional inputs.

A blueprint specifies in detail how a service process should be constructed.

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Describe the aspects of self-service technology that were important to TLC in developing CarePages.

The first step in developing a service blueprint is ____________.

Which of the following is NOT one of the six steps that can help smooth the path of customer change?

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Restaurants are often quite theatrical in their use of physical evidence (such as furnishing, décor, uniforms, lighting, and table settings).

Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the direct service approach to managing the service delivery process.

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Blueprinting is a more sophisticated version of ____________.

Describe how Avis uses service blueprinting to enhance its customers' experiences.

Describe how TLContact was able to reduce failure points in its service.

Amazon.com's success is a combination of which service redesign aspects?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

The or includes both the and of a service facility.