Exam 8: Service Innovation and Design

When creating a service blueprint,what step follows mapping the service process from the customer's point of view?

When a hospital with formerly monochromatic walls added murals honoring fire fighters and police officers,it would be an example of a service improvement.

Pret a Manger,a London-based sandwich shop,introduced restaurant-quality sandwiches with fast-food velocity.Pret a Manger's faster service is a _____ growth strategy.

When Jessie wanted to talk to a therapist to learn how she could improve her relationship with her mother,she went to Counseling Professionals,Inc.,a counseling service that charges $1 per minute of counseling by phone.By providing counseling and advice by phone,the therapist Jessie spoke with is performing a(n):

What does a typical service blueprint depict?

The openings of new fast-food franchises are typically highly promoted events-especially when the franchise is new to a geographic area.Special food promotions are offered on the day of the grand opening and sometimes guest appearances.Often if a grand opening event is scheduled for the first of the month,the business will actually start serving customers who happen to notice that it is open during the week prior to the first.In this way,employees can familiarize themselves with their jobs and minor problems can be handled before they become major.This pre-opening practice is most closely related to which stage of the new service-development process?

When a guest staying at the Marriott Marquis in New York calls room service to order dinner,which of the following is an example of a backstage contact employee action?

Words alone are often more than adequate for describing services such as financial portfolio management.

On the service blueprint,the line of visibility separates all contact employee actions that are visible to the customer from those that are not.

During which stage of the service innovation and development process does a service firm produce a description of the service that represents its specific characteristics and features?

A service blueprint depicts:

While at Six Flags over Georgia,Mitch had his picture taken with Tweetie Bird,one of the many Warner Brothers characters that tour the park.Which component of the service blueprint does the picture exemplify?

The first step in building a service blueprint is to map contact employee actions.

Vertical lines cutting across the line of internal interaction represent internal service encounters.

When is a biased interpretation likely to occur during a discussion of a new restaurant?

Describe the five principles central to service design thinking.

In a service blueprint,the line of internal interaction separates:

The final stage of the new service development process is:

While finding someone who will count and wrap your coins has been an available service for years,the recent invention of machines that,for a small fee,will perform the same service is an example of what kind of innovation?

Comment on the following statement: "New-service development is typically a linear process".