Question 1

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 2

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 3

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 4

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 5

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

Accepted Answer

Potential company benefits of the bundle

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

What three questions does Mary Jo Bitner suggest managers should put their firms' SSTs to the test with?

Accepted Answer

Does the SST work reliably? Is

Question 9

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

Question 10

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

Accepted Answer

Activities that take place bef

Question 11

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

Accepted Answer

SSTs require careful consideration to pr

Question 12

List the nine components of a service blueprint.

Accepted Answer

The answer of List the nine components of a service...

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

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 16

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 17

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Accepted Answer

A) True 
 B)False

Question 18

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 19

What is the definition of "fail point"?

Accepted Answer

A point where there

Question 20

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

Accepted Answer

A) True 
 B)False

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

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

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

Blueprinting is a more sophisticated version of ____________.

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

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

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

What three questions does Mary Jo Bitner suggest managers should put their firms' SSTs to the test with?

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

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

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

List the nine components of a service blueprint.

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

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

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."

The first step in developing a service blueprint is ____________.

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

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

What is the definition of "fail point"?

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

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

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

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

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

Blueprinting is a more sophisticated version of ____________.

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

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

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

What three questions does Mary Jo Bitner suggest managers should put their firms' SSTs to the test with?

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

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

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

List the nine components of a service blueprint.

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

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

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."

The first step in developing a service blueprint is ____________.

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

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

What is the definition of "fail point"?

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

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