Chat with AIExam 8: Designing and Managing Service Processes
Discuss the potential company benefits, potential customer benefits, and challenges and limitations of the bundled service approach to managing the service delivery process.
(78) 
VerifiedPotential company benefits of the bundled service approach include company differentiation, customer retention, and increased per capita service use. These are due to customers paying slightly less for each component, but more overall because of the combination of services. Potential benefits to the customer include increased convenience and customized service. Customers are better serviced because they do not have to interact with multiple service organizations to achieve multiple similar objectives. Challenges and limitations include an extensive understanding of the target customer and the perception of wastefulness.
Which kinds of services are the easiest to offer using SSTs. Explain why.
(79) VerifiedInformation-based services can easily be offered using SSTs. These services include not only such supplementary services as getting information, placing orders and reservations and making payment, but also delivery of core products in fields such as banking, research, entertainment and self-paced education. One innovation that has had a great impact in the Internet age has been the development of on-line auctions, led by eBay. No human auctioneer is needed to go between buyers and sellers. Many companies have developed strategies designed to encourage customers to serve themselves through the World Wide Web. They hope that this will result in customers reducing the use of more expensive alternatives like direct contact with employees, use of intermediaries like brokers and travel agents, or voice-to-voice telephone.
What are the acts that "restaurant drama" can be divided into?
(76) VerifiedActivities that take place before the core product is encountered, delivery of the core product, and subsequent activities while still involved with the service provider.
Restaurants are often quite theatrical in their use of physical evidence (such as furnishing, décor, uniforms, lighting, and table settings).
(77) What three questions does Mary Jo Bitner suggest managers should put in their firms' SSTs to the test with?
(78) "Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.
(88) 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?
(76) Blueprints can pinpoint the stages in the process where customers commonly have to wait.
(72) Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.
(74) A blueprint specifies in some detail how a service process should be constructed.
(80) The first step in developing a service blueprint is ____________.
(88) 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?
(95) Redesign efforts should ideally achieve all of the following but ONE.
(84) Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?
(73) 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.
(76) 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
(76) 
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