Exam 4: Planning and Producing the Service Performance

Service organizations can immediately become more efficient by customizing their service products to meet the divergent desires of their customers.

COMPLETION QUESTIONS Service Script,Customer's Service Blueprint Internet Customization,Divergence Supplementing Complexity Customization Script Augmented,Expected -____________ a service performance involves increasing its ____________.

A service blueprint is a design and communication tool for marketers to envision and plan the service performance.

A good service blueprint should be developed to identify all of the following contact points EXCEPT contact points involving

According to Lovelock,which of the following categories does NOT represent a type of supplemental service?

During a recent meeting of the service organization's top management,a debate arose over a proposal to customize a service performance.Summarize the major advantages and challenges that should have been brought out in the debate.

A service blueprint is a graphical representation of how the key service components are combined to create the service performance.

A service script can be normative as well as descriptive.

COMPLETION QUESTIONS Service Script,Customer's Service Blueprint Internet Customization,Divergence Supplementing Complexity Customization Script Augmented,Expected -______________ is a design and communication tool for marketers to envision and plan the service performance.

A chronologically ordered representation of the steps that make up the frontstage of a service performance from a customer's point of view is called a

Recently,you were hired to consult a service organization on how best to plan a service performance.During a meeting with the service organization's top management,you asked them to describe the performance characteristics of the service offering.The vice president of service operations asked why you needed to understand the service performance characteristics to plan the service performance itself.How would you respond to the vice president of service operations?

Services with significant customization have weaker scripts than services produced for masses of people.

Supplementing a service performance involves increasing its divergence.

COMPLETION QUESTIONS Service Script,Customer's Service Blueprint Internet Customization,Divergence Supplementing Complexity Customization Script Augmented,Expected -The greater the ________________ of the service,the greater the number of steps in its service blueprint.

Supplementing a service performance to increase customer satisfaction typically

By offering a simpler performance,a service organization can effectively distinguish itself from the competition.

Why might today's augmented product easily become tomorrow's expected product?

A design and communication tool that represents both the frontstage enactment and its backstage support of a service performance is called a

It is not possible to customize a service experience through the use of theatrical tools.

Since a customized service performance can greatly enhance a customer's service experience,service organizations are recommended to plan all of their service performances to allow service customization.