Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
10 Cards in this Set
- Front
- Back
|
1.Blueprinting is a more complex form of ____________. A. linear graphing B. flowcharting C. Cox & Snell analysis D. non-linear graphing E. cluster analysis |
2.The first step in developing a service blueprint is ____________. 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 |
|
|
3.Service blueprints ____________, and how these are supported by backstageactivities and systems. 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 |
4.The line of ____________ divides front-stage activities from backstage activities. A. service standards and scripts B. physical evidence C. internal physical interaction D. internal IT interaction E. visibility |
|
|
5.Which of the following is NOT a key component of a service blueprint? 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 |
6.The ____________ or ____________ includes both the ____________ and____________ of a service facility. A. roll; retrieval; implicit aspects; explicit aspects B. stage; servicescape; exterior; interior stage; C.service area; customers; employees D. roll; canopy; employees; equipment E. roll; service area; front-stage; backstage |
|
|
7. Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed. A. kanbans B. poka-yokes C. jidokas D. banzais E. sodokus |
8. Service process redesign efforts typically focus on achieving all EXCEPT which ofthe following key performance measures? A.Reduced number of service failures. B.Reduced cycle time. C.Enhanced productivity. D.Increased profitability. E.Increased customer satisfaction. |
|
|
9. Service process redesign can be categorized into all EXCEPT which of thefollowing types? A. Getting rid of non-value adding steps. B. Shifting to self-service. C. Delivering direct service. D. Separating services. E. Redesigning the physical aspect of service processes. |
10. Which of the following is NOT an advantage of self-service technologies? 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. |
|
|
11. A blueprint specifies in some detail how a service process should be constructed. |
12. A key characteristic of service blueprinting is that it makes little or no distinctionbetween what customers experience “front-stage” and the activities of employeesand support processes “backstage.” |
|
|
13. A drawback of service blueprints is that they cannot give managers theopportunity to identify potential fail points in the process where there is asignificant risk of things going wrong and diminishing service quality |
14. Blueprints can pinpoint the stages in the process where customers commonlyhave to wait. |
|
|
15. Part of the challenge of implementing poka-yokes in service contexts is the needto address not only server errors, but also customer errors. |
16. Service staff poka-yokes usually focus on preparing the customer for theencounter, understanding and anticipating their role in the service transaction,and selecting the correct service or transaction. |
|
|
17. Service process redesign encompasses reconstitution, rearrangement, orsubstitution of service processes. |
18. Customer participation refers to the actions and resources supplied by customersduring the service production and/or delivery process, including all but emotionalinputs. |
|
|
19. A key problem with self-service technologies is that so few of them incorporateservice recovery systems. |
20. SST is only better than the interpersonal alternative if it saves time, provides easeof access, cost savings, or some other benefits. |
