Question 1

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

Accepted Answer

A) printing dress code requests on invitations 
B) sending reminders of dental appointments 
C) printing guidelines on customer cards 
D) billing customers for services rendered 
E) all of the above are examples of preparing customers for service encounters 
A) printing dress code requests on invitations 
B) sending reminders of dental appointments 
C) printing guidelines on customer cards 
D) billing customers for services rendered 
E) all of the above are examples of preparing customers for service encounters

Question 2

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 3

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 4

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

Accepted Answer

Information-based services can easily be

Question 5

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 6

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

Accepted Answer

Does the SST work reliably? Is

Question 7

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

Accepted Answer

Activities that take place bef

Question 8

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 9

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

Accepted Answer

A) One act 
B) Two acts 
C) Three acts 
D) Four acts 
E) Five acts 
A) One act 
B) Two acts 
C) Three acts 
D) Four acts 
E) Five acts

Question 10

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 11

How can firms prevent customer failures?

Accepted Answer

They can employ the three-step approach:

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

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

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 16

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 17

31 Marriage counseling is a service that requires a ____________ level of participation from customers.

Accepted Answer

A) minimal 
B) high 
C) moderate 
D) low 
E) absolute 
A) minimal 
B) high 
C) moderate 
D) low 
E) absolute

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Poke-yokes originated from Total Quality Management methods in manufacturing.

Accepted Answer

A) True 
 B)False

Question 20

What does SST stand for?

Accepted Answer

Self-servi

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

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?

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

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

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."

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

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

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

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

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

How can firms prevent customer failures?

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

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

The first step in developing a service blueprint is ____________.

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

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

31 Marriage counseling is a service that requires a ____________ level of participation from customers.

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

Poke-yokes originated from Total Quality Management methods in manufacturing.

What does SST stand for?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: 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 Service Leadership

Filters

Exam 8: Designing and Managing Service Processes

Examples of preparing customers for service encounters include all of the following EXCEPT ____________.

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?

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

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

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."

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

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

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

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

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

How can firms prevent customer failures?

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

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

The first step in developing a service blueprint is ____________.

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

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

31 Marriage counseling is a service that requires a ____________ level of participation from customers.

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

Poke-yokes originated from Total Quality Management methods in manufacturing.

What does SST stand for?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: 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 Service Leadership

Filters