Chat with AIExam 8: Designing and Managing Service Processes
Discuss the potential company benefits,potential customer benefits,and challenges and limitations of the bundled service approach to managing the service delivery process.
(83) 
VerifiedPotential company benefits of the bundled service approach include company differentiation,customer retention,and increased per capita service use.These are due to customers paying slightly less for each component,but more overall because of the combination of services.Potential benefits to the customer include increased convenience and customized service.Customers are better serviced because they do not have to interact with multiple service organizations to achieve multiple similar objectives.Challenges and limitations include an extensive understanding of the target customer and the perception of wastefulness.
Restaurants are often quite theatrical in their use of physical evidence (such as furnishing,décor,uniforms,lighting,and table settings).
(93) VerifiedTrue
Describe how poke-yokes contribute services as a fail-safe method.
(90) VerifiedServer poka-yokes ensure that service staff do things correctly,as requested,in the right order and at the right speed.Examples include surgeons whose surgical instrument trays have indentations for each instrument.For a given operation,all of the instruments are nested in the tray so it is clear if the surgeon has not removed all instruments from the patient before closing the incision.Some service firms use poka-yokes to ensure that certain steps or standards in the customer-staff interaction are adhered to.At one restaurant,servers place round coasters in front of those diners who have ordered a decaffeinated coffee and square coasters in front of the others.Customer poka-yokes usually focus on preparing the customer for the encounter
The internet kiosk with a touchscreen in Vienna,Austria is getting popular for the following reasons EXCEPT ____________.
(92) SST is only better than the interpersonal alternative if it saves time,provides ease of access,cost savings,or some other benefits.
(83) 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
(91) Blueprints can pinpoint the stages in the process where customers commonly have to wait.
(79) A blueprint specifies in some detail how a service process should be constructed.
(88) Banks ensure eye contact by requiring tellers to record ____________ on a checklist at the start of a transaction.
(67) 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?
(89) Customer participation refers to the actions and resources supplied by customers during the service production and/or delivery process,including all but emotional inputs.
(74) Discuss the potential company benefits,potential customer benefits,and challenges and limitations of the direct service approach to managing the service delivery process.
(88) Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?
(73) Service process redesign can be categorized into all EXCEPT which of the following types?
(63) The ____________ or ____________ includes both the ____________ and ____________ of a service facility.
(74) "Risk of excessive wait" points in a restaurant service blueprint provided in the chapter occur mainly in the backstage processes.
(81) 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.
(72) 
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