Exam 8: Service Innovation and Design

If the purpose of the service blueprint is service redesign,the blueprint should be examined:

What are the two important considerations for service innovation?

In a Federal Express overnight delivery service blueprint,which of the following is an example of an onstage contact employee action?

What is the first step in the new-service development process?

What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

______ are the most common types of new services.

Simone called the Puppy Heaven Kennel to reserve a kennel for her German Shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n):

What are the four risks incurred when services are described in words alone?

The last step of building a service blueprint is to add the physical evidence of the service.

The first step in the new service-development process is:

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment.Cirque du is an example of a:

A retail store manager instructed two new sales associates to greet customers quickly when they enter the store.On the first day the sales associates are working on the selling floor,one sales associate greets customers immediately after they enter the store,while the other associate greets customers after they have looked around for a minute or two.Which of the following risks incurred by describing services in words alone has led to the sales associates greeting customers at different time intervals?

What kind of growth strategy is Procter and Gamble pursuing as it ventures into services such as Tide Dry Cleaners and Mr.Clean Car Washes?

What is the last stage of the new-service development process?

For quite some time,Kentucky Fried Chicken (KFC)has grown through providing its service outside the United States.After over two decades of expansion in China,the company is now planning to explore Africa as a new market and expects to double its number of outlets in Africa by 2014.KFC has developed a growth strategy emphasizing:

The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.

When the character playing Alice in Wonderland signed autographs and had her picture taken with guests at Disneyworld,it was an example of a(n):

It is often useful to create a service blueprint at the ___________ stage of the service innovation and development process.