Question 1

Service process redesign can be categorized into all EXCEPT which of the following types?

Accepted Answer

A)  Eliminating non-value adding steps. 
B)  Shifting to self-service. 
C)  Delivering direct service. 
D)  Separating services. 
E)  Redesigning the physical aspect of service processes. 
A)  Eliminating non-value adding steps. 
B)  Shifting to self-service. 
C)  Delivering direct service. 
D)  Separating services. 
E)  Redesigning the physical aspect of service processes.

Question 2

Research by Marriott Hotels indicates that four of the five top factors contributing to customer loyalty come into play during the first 10 minutes of service delivery.

Accepted Answer

A) True 
 B)False

Question 3

What are the acts that "restaurant drama" can be divided into?

Accepted Answer

Activities that take place bef

Question 4

Which of the following is NOT a key component of a service blueprint?

Accepted Answer

A)  Line of transference 
B)  Line of interaction 
C)  Line of visibility 
D)  Backstage actions by customer contact personnel 
E)  Front-stage actions by customer contact personnel 
A)  Line of transference 
B)  Line of interaction 
C)  Line of visibility 
D)  Backstage actions by customer contact personnel 
E)  Front-stage actions by customer contact personnel

Question 5

Service blueprints ____________, and how these are supported by backstage activities and systems.

Accepted Answer

A)  enhance servicescape features such as furniture and lighting 
B)  complicate employee handling of special requests 
C)  clarify the interactions between customers and employees 
D)  enhance customer technical know-how 
E)  diminish customer complaining capacity 
A)  enhance servicescape features such as furniture and lighting 
B)  complicate employee handling of special requests 
C)  clarify the interactions between customers and employees 
D)  enhance customer technical know-how 
E)  diminish customer complaining capacity

Question 6

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality

Accepted Answer

A) True 
 B)False

Question 7

Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.

Accepted Answer

A)  the customer's eye color 
B)  the customer's bank account number 
C)  the customer's shirt size 
D)  the customer's account type 
E)  the customer's nationality 
A)  the customer's eye color 
B)  the customer's bank account number 
C)  the customer's shirt size 
D)  the customer's account type 
E)  the customer's nationality

Question 8

A well-planned script should provide a full description of the service encounter and can, in itself, help to identify potential or existing problems in a specific service process.

Accepted Answer

A) True 
 B)False

Question 9

With a moderate participation level, customers work actively with the provider to co-produce the service.

Accepted Answer

A) True 
 B)False

Question 10

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience "front-stage" and the activities of employees and support processes "backstage."

Accepted Answer

A) True 
 B)False

Question 11

What does SST stand for?

Accepted Answer

Self-servi

Question 12

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

Accepted Answer

A)  printing dress code requests on invitations 
B)  sending reminders of dental appointments 
C)  printing guidelines on customer cards 
D)  billing customers for services rendered 
E)  all of the above are examples of preparing customers for service encounters 
A)  printing dress code requests on invitations 
B)  sending reminders of dental appointments 
C)  printing guidelines on customer cards 
D)  billing customers for services rendered 
E)  all of the above are examples of preparing customers for service encounters

Question 13

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Accepted Answer

A) True 
 B)False

Question 14

Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

Accepted Answer

A)  kanbans 
B)  poka-yokes 
C)  jidokas 
D)  banzais 
E)  sodokus 
A)  kanbans 
B)  poka-yokes 
C)  jidokas 
D)  banzais 
E)  sodokus

Question 15

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

Accepted Answer

A)  Reduced number of service failures. 
B)  Reduced cycle time. 
C)  Enhanced productivity. 
D)  Increased profitability. 
E)  Increased customer satisfaction. 
A)  Reduced number of service failures. 
B)  Reduced cycle time. 
C)  Enhanced productivity. 
D)  Increased profitability. 
E)  Increased customer satisfaction.

Question 16

List two reasons why customers appreciate SSTs.

Accepted Answer

Conveniently located, accessib

Question 17

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

Accepted Answer

A) True 
 B)False

Question 18

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

Accepted Answer

The answer of What is the only fail point in...

Question 19

List the nine components of a service blueprint.

Accepted Answer

1. Definition of standards for each fron

Question 20

Service process redesign encompasses reconstitution, rearrangement, or substitution of service processes.

Accepted Answer

A) True 
 B)False

Service process redesign can be categorized into all EXCEPT which of the following types?

Research by Marriott Hotels indicates that four of the five top factors contributing to customer loyalty come into play during the first 10 minutes of service delivery.

What are the acts that "restaurant drama" can be divided into?

Which of the following is NOT a key component of a service blueprint?

Service blueprints ____________, and how these are supported by backstage activities and systems.

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality

Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.

A well-planned script should provide a full description of the service encounter and can, in itself, help to identify potential or existing problems in a specific service process.

With a moderate participation level, customers work actively with the provider to co-produce the service.

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience "front-stage" and the activities of employees and support processes "backstage."

What does SST stand for?

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

List two reasons why customers appreciate SSTs.

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

List the nine components of a service blueprint.

Service process redesign encompasses reconstitution, rearrangement, or substitution of service processes.

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

Service process redesign can be categorized into all EXCEPT which of the following types?

Research by Marriott Hotels indicates that four of the five top factors contributing to customer loyalty come into play during the first 10 minutes of service delivery.

What are the acts that "restaurant drama" can be divided into?

Which of the following is NOT a key component of a service blueprint?

Service blueprints ____________, and how these are supported by backstage activities and systems.

A drawback of service blueprints is that they cannot give managers the opportunity to identify potential fail points in the process where there is a significant risk of things going wrong and diminishing service quality

Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.

A well-planned script should provide a full description of the service encounter and can, in itself, help to identify potential or existing problems in a specific service process.

With a moderate participation level, customers work actively with the provider to co-produce the service.

A key characteristic of service blueprinting is that it makes little or no distinction between what customers experience "front-stage" and the activities of employees and support processes "backstage."

What does SST stand for?

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

List two reasons why customers appreciate SSTs.

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

List the nine components of a service blueprint.

Service process redesign encompasses reconstitution, rearrangement, or substitution of service processes.

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