Question 1

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

Accepted Answer

Food taste

Question 2

What is flowcharting?

Accepted Answer

Flowcharting is a technique fo

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

Accepted Answer

A)  Reduced number of service failures. 
B)  Reduced cycle time. 
C)  Enhanced productivity. 
D)  Increased profitability. 
E)  Increased customer satisfaction. 
A)  Reduced number of service failures. 
B)  Reduced cycle time. 
C)  Enhanced productivity. 
D)  Increased profitability. 
E)  Increased customer satisfaction.

Question 5

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

Accepted Answer

A)  service standards and scripts 
B)  physical evidence 
C)  internal physical interaction 
D)  internal IT interaction 
E)  visibility 
A)  service standards and scripts 
B)  physical evidence 
C)  internal physical interaction 
D)  internal IT interaction 
E)  visibility

Question 6

How is the patient a partial employee?

Accepted Answer

While doctors have a legal and

Question 7

How can firms prevent customer failures?

Accepted Answer

They can employ the three-step approach:

Question 8

Describe and draw a flowchart for a possession processing service.

Accepted Answer

When you use your DVD player, the pictur

Question 9

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

Accepted Answer

Potential company benefits of the direct

Question 10

Which kinds of services are the easiest to offer using SSTs. Explain why.

Accepted Answer

Information-based services can easily be

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)  Greater choice of products 
B)  Higher perceived level of customization. 
C)  Convenience of location. 
D)  Greater control over service delivery. 
E)  Cost and time savings. 
A)  Greater choice of products 
B)  Higher perceived level of customization. 
C)  Convenience of location. 
D)  Greater control over service delivery. 
E)  Cost and time savings.

Question 13

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

Accepted Answer

A) True 
 B)False

Question 16

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."

Accepted Answer

A) True 
 B)False

Question 17

A blueprint specifies in some detail how a service process should be constructed.

Accepted Answer

A) True 
 B)False

Question 18

The first step in developing a service blueprint is ____________.

Accepted Answer

A)  to reach a consensus on which activities are more important than others 
B)  to identify all the key activities involved in creating and delivering the service 
C)  to identify the links between a set of alternative service possibilities 
D)  to identify the key employees who will be enacting the service blueprint 
E)  to identify the key customers who will be participating in the service 
A)  to reach a consensus on which activities are more important than others 
B)  to identify all the key activities involved in creating and delivering the service 
C)  to identify the links between a set of alternative service possibilities 
D)  to identify the key employees who will be enacting the service blueprint 
E)  to identify the key customers who will be participating in the service

Question 19

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

Accepted Answer

A)  enhance servicescape features such as furniture and lighting 
B)  complicate employee handling of special requests 
C)  clarify the interactions between customers and employees 
D)  enhance customer technical know-how 
E)  diminish customer complaining capacity 
A)  enhance servicescape features such as furniture and lighting 
B)  complicate employee handling of special requests 
C)  clarify the interactions between customers and employees 
D)  enhance customer technical know-how 
E)  diminish customer complaining capacity

Question 20

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

Accepted Answer

A) True 
 B)False

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

What is flowcharting?

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

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

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

How is the patient a partial employee?

How can firms prevent customer failures?

Describe and draw a flowchart for a possession processing service.

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

Which kinds of services are the easiest to offer using SSTs. Explain why.

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

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

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

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

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

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."

A blueprint specifies in some detail how a service process should be constructed.

The first step in developing a service blueprint is ____________.

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: 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

Organizing for Change Management and Service Leadership

Filters

Exam 8: Developing and Managing Service Processes

What is the only fail point in the service blueprint that was listed as physical evidence in the restaurant drama?

What is flowcharting?

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

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

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

How is the patient a partial employee?

How can firms prevent customer failures?

Describe and draw a flowchart for a possession processing service.

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

Which kinds of services are the easiest to offer using SSTs. Explain why.

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

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

A key problem with self-service technologies is that so few of them incorporate service recovery systems.

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

Part of the challenge of implementing poka-yokes in service contexts is the need to address not only server errors, but also customer errors.

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."

A blueprint specifies in some detail how a service process should be constructed.

The first step in developing a service blueprint is ____________.

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: 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

Organizing for Change Management and Service Leadership

Filters