Exam 8: Designing Quality Services

Managers who view service quality as a force of underlying profitability and business success possess ________.

In a services blueprint, the area above the line of visibility is referred to as the back office.

________ shows the difference between expected service and perceived service.

________ service packages are especially tailored for each customer.

Service analysis transactions do all of the following except ________.

Customers can exert control over the service provider and achieve customization.

Capricious labor occurs because many services customers provide themselves as labor inputs into the production process.

Define the term customer coproduction. Provide an example and describe the implications it has for service providers.

In a customer benefits package, the tangibles that define the service are known as service-content.

________ is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Gap 2 shows the difference between ________.

For both manufacturing and service firms, the customer is the core of the business.

The idea behind fail-safing is to ensure that certain errors will never occur.

Gap 1 shows that there can be a difference between actual customer expectations and management's idea or perception of customer expectations.

Data processing, printing, and mail are examples of external services.

What are the three major realities in service that affect the approaches in quality adopted by service providers?

The fail points in the services blueprints are referred to as turning points.

A services blueprint is a flowchart that isolates potential fail points in a process.

The production and consumption of services often occur simultaneously.

Which of the following is not a type of service package offered by firms?