Exam 8: Designing and Managing Service Processes

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

(Essay)

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Question 21

What is flowcharting?

(Essay)

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Question 22

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

(True/False)

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Question 23

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

(Multiple Choice)

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Question 24

Blueprinting is a more complex form of ____________.

(Multiple Choice)

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Question 25

SST is only better than the interpersonal alternative if it saves time, provides ease of access, cost savings, or some other benefits.

(True/False)

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Question 26

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

(Multiple Choice)

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Question 27

The internet kiosk with a touchscreen in Vienna, Austria is getting popular for the following reasons EXCEPT ____________.

(Multiple Choice)

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Question 28

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

(True/False)

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Question 29

Which of the following is NOT an advantage of self-service technologies?

(Multiple Choice)

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Question 30

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

(True/False)

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Question 31

Marriage counseling is a service that requires a ____________ level of participation from customers.

(Multiple Choice)

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Question 32

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

(Multiple Choice)

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Question 33

Poke-yokes originated from Total Quality Management methods in manufacturing.

(True/False)

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Question 34

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

(Multiple Choice)

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Question 35

What does SST stand for?

(Short Answer)

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Question 36

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

(Multiple Choice)

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Question 37

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

(Multiple Choice)

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Question 38

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

(Multiple Choice)

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Question 39

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."

(True/False)

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Question 40

Showing 21 - 40 of 45

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

What is flowcharting?

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

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

Blueprinting is a more complex form of ____________.

SST is only better than the interpersonal alternative if it saves time, provides ease of access, cost savings, or some other benefits.

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

The internet kiosk with a touchscreen in Vienna, Austria is getting popular for the following reasons 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.

Which of the following is NOT an advantage of self-service technologies?

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

Marriage counseling is a service that requires a ____________ level of participation from customers.

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

Poke-yokes originated from Total Quality Management methods in manufacturing.

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

What does SST stand for?

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

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

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."

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Balancing Demand against 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

Building a World-Class Service Organization

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