Question 1

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Accepted Answer

A) True 
 B)False

Question 2

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

Accepted Answer

A) True 
 B)False

Question 3

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 4

IBM employs the term ____________ to describe the deconstruction or unbundling) of a company's activities and subsequent reconstruction into ____________ as opposed to a value chain) in which value is created by businesses and their suppliers, buyers, and partners by combining and enhancing the component services collectively provided by participants.

Accepted Answer

A) conglomerating; value portfolios 
B) componentization; value nets 
C) delimiting; servicescapes 
D) delimiting; service portfolios 
E) conglomerating; service portfolios 
A) conglomerating; value portfolios 
B) componentization; value nets 
C) delimiting; servicescapes 
D) delimiting; service portfolios 
E) conglomerating; service portfolios

Question 5

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 6

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) Line of transference 
B) Line of interaction 
C) Line of visibility 
D) Backstage actions by customer contact personnel 
E) Front-stage actions by customer contact personnel 
A) Line of transference 
B) Line of interaction 
C) Line of visibility 
D) Backstage actions by customer contact personnel 
E) Front-stage actions by customer contact personnel

Question 8

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 9

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Accepted Answer

Shifting t

Question 10

Which of the following is NOT one of the steps in managing customers as partial employees?

Accepted Answer

A) Maintain a list of prospective customer "resumes." 
B) Conduct a "job analysis" of customers' present roles in the business. 
C) Proper education and training to ensure that customers are aware of how they are expected to perform. 
D) Motivate customers by ensuring that they will be rewarded for performing well. 
E) Regularly appraise customer performance. 
A) Maintain a list of prospective customer "resumes." 
B) Conduct a "job analysis" of customers' present roles in the business. 
C) Proper education and training to ensure that customers are aware of how they are expected to perform. 
D) Motivate customers by ensuring that they will be rewarded for performing well. 
E) Regularly appraise customer performance.

Question 11

Describe how TLContact was able to reduce failure points in its service.

Accepted Answer

Websites are notoriously difficult to de

Question 12

What is the definition of "fail point"?

Accepted Answer

A point where there

Question 13

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

Accepted Answer

Potential company benefits of the bundle

Question 14

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

Accepted Answer

The answer of What is the only fail point in...

Question 15

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 16

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

Accepted Answer

A) True 
 B)False

Question 17

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 18

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car, this is an example of which service process redesign?

Accepted Answer

Eliminatin

Question 19

Restaurants are often quite theatrical in their use of physical evidence such as furnishing, décor, uniforms, lighting, and table settings).

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) the customer's eye color 
B) the customer's bank account number 
C) the customer's shirt size 
D) the customer's account type 
E) the customer's nationality 
A) the customer's eye color 
B) the customer's bank account number 
C) the customer's shirt size 
D) the customer's account type 
E) the customer's nationality

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

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."

The first step in developing a service blueprint is ____________.

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

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

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

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Which of the following is NOT one of the steps in managing customers as partial employees?

Describe how TLContact was able to reduce failure points in its service.

What is the definition of "fail point"?

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

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

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

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

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

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car, this is an example of which service process redesign?

Restaurants are often quite theatrical in their use of physical evidence such as furnishing, décor, uniforms, lighting, and table settings).

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Balancing Demand and 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

Striving for Service Leadership

Filters

Exam 8: Designing and Managing Service Processes

A good example of a service poka-yoke is a surgeon whose surgical instrument trays have indentations for each instrument.

Service staff poka-yokes usually focus on preparing the customer for the encounter, understanding and anticipating their role in the service transaction, and selecting the correct service or transaction.

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."

The first step in developing a service blueprint is ____________.

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

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

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

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Which of the following is NOT one of the steps in managing customers as partial employees?

Describe how TLContact was able to reduce failure points in its service.

What is the definition of "fail point"?

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

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

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

"Failure" points in the restaurant service blueprint provided in the chapter only occur in the backstage processes.

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

When a rental car customer is not interested in filling out paperwork or processing payment and check of the rental car, this is an example of which service process redesign?

Restaurants are often quite theatrical in their use of physical evidence such as furnishing, décor, uniforms, lighting, and table settings).

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Balancing Demand and 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

Striving for Service Leadership

Filters