Exam 8: Designing and Managing Service Processes

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car, this is an example of which service process redesign?

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

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

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.

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

List two reasons why customers appreciate SSTs.

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

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

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

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

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.

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

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

What does SST stand for?

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.

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

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?

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

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

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.