Multiple Choice
Service blueprints ____________, and how these are supported by backstage activities 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
Correct Answer:
Verified
Correct Answer:
Verified
Q9: Which of the following is NOT one
Q10: Service process redesign encompasses reconstitution, rearrangement, or
Q11: Describe the aspects of self-service technology that
Q12: Blueprinting is a more sophisticated version of
Q13: What are the acts that "restaurant drama"
Q15: List the nine components of a service
Q16: Customer participation refers to the actions and
Q17: The _ or _ includes both the
Q18: Server _ ensure that service staffs do
Q19: List two reasons why customers appreciate SSTs.