Designing And Managing Service Processes

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Questions Bank

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
Designing and Managing Service Processes
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
Building a World-Class Service Organization

All Questions

Question 1

Free

Multiple Choice

Blueprinting is a more complex form of ____________ .

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linear graphing

flow charting

Cox & Snell analysis

non-linear graphing

cluster analysis

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Question 2

Free

Multiple Choice

The first step in developing a service blueprint is ____________ .

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to reach a consensus on which activities are more important than others

to identify all the key activities involved in creating and delivering the service

to identify the links between a set of alternative service possibilities

to identify the key employees who will be enacting the service blueprint

to identify the key customers who will be participating in the service

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Question 3

Free

Multiple Choice

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

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enhance servicescape features such as furniture and lighting

complicate employee handling of special requests

clarify the interactions between customers and employees

enhance customer technical know-how

diminish customer complaining capacity

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Question 4

Free

Multiple Choice

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

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service standards and scripts

physical evidence

internal physical interaction

internal IT interaction

visibility

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Question 5

Free

Multiple Choice

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

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Line of transference

Line of interaction

Line of visibility

Backstage actions by customer contact personnel

Front-stage actions by customer contact personnel

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Question 6

Multiple Choice

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

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kanbans

poka-yokes

jidokas

banzais

sodokus

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Question 7

Multiple Choice

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

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Reduced number of service failures.

Reduced cycle time.

Enhanced productivity.

Increased profitability.

Increased customer satisfaction.

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Question 8

Multiple Choice

Service process redesign can be categorized into all EXCEPT which of the following types?

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Getting rid of non-value adding steps.

Shifting to self-service.

Delivering direct service.

Separating services.

Redesigning the physical aspect of service processes.

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Question 9

Multiple Choice

Redesign efforts should ideally achieve all of the following but ONE.

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Reduced number of service failures

Creation of blueprints

Reduced cycle time

Enhanced productivity

Increased customer satisfaction

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Question 10

Multiple Choice

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

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Greater choice of products

Higher perceived level of customization.

Convenience of location.

Greater control over service delivery.

Cost and time savings.

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Question 11

True/False

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

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True

False

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Question 12

True/False

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."

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True

False

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Question 13

True/False

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

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True

False

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Question 14

True/False

Blueprints can pinpoint the stages in the process where customers commonly have to wait.

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True

False

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Question 15

True/False

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

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True

False

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Question 16

True/False

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.

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True

False

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Question 17

True/False

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

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True

False

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Question 18

True/False

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

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True

False

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Question 19

True/False

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

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True

False

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Question 20

True/False

SST is only better than the interpersonal alternative if it saves time, provides ease of access, cost savings, or some other benefits.

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True

False

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