Exam 8: Developing 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.

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Question 1

Correct Answer:

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Potential 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.

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

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Question 2

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

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(True/False)

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Question 3

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True

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.

(True/False)

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Question 4

What does SST stand for?

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Question 5

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

(Multiple Choice)

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Question 6

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

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Question 7

Describe how poke-yokes contribute services as a fail-safe method.

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Question 8

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?

(Short Answer)

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Question 9

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

(Multiple Choice)

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Question 10

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

(True/False)

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Question 11

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

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Question 12

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

(Multiple Choice)

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Question 13

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?

(Short Answer)

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Question 14

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

(Multiple Choice)

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Question 15

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

(True/False)

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Question 16

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

(True/False)

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Question 17

The or includes both the and of a service facility.

(Multiple Choice)

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Question 18

List the nine components of a service blueprint.

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Question 19

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

(True/False)

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Question 20

Showing 1 - 20 of 42

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

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

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

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.

What does SST stand for?

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

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

Describe how poke-yokes contribute services as a fail-safe method.

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?

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

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

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

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

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?

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

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

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

The or includes both the and of a service facility.

List the nine components of a service blueprint.

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: 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 Change Management and Service Leadership

Filters

Exam 8: Developing 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.

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

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

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.

What does SST stand for?

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

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

Describe how poke-yokes contribute services as a fail-safe method.

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?

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

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

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

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

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?

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

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

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

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

List the nine components of a service blueprint.

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: 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 Change Management and Service Leadership

Filters

The or includes both the and of a service facility.