Exam 8: Designing and Managing Service Processes

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

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

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

What three questions does Mary Jo Bitner suggest managers should put their firms' SSTs to the test with?

How many "acts" does a meal at Chez Jean consist of?

Describe how Avis uses service blueprinting to enhance its customers' experiences.

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

Amazon.com's success is a combination of which service redesign aspects?

Which of the following is NOT one of the six steps that can help smooth the path of customer change?

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

Describe the aspects of self-service technology that were important to TLC in developing CarePages.

Blueprinting is a more sophisticated version of ____________.

What are the acts that "restaurant drama" can be divided into?

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

List the nine components of a service blueprint.

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

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

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

List two reasons why customers appreciate SSTs.

A well-planned script should provide a full description of the service encounter and can, in itself, help to identify potential or existing problems in a specific service process.