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NO. 19_______ is a more sophisticated version of ____________.2._____________ is an example of a "backstage" activity in a full-service restaurant.Your Answer:3.The points in service delivery where things are particularly at risk of going wrong are called__________.4.Managers in charge of service-process redesign projects should look for opportunities toachieve a quantum leap in both __________ and service quality at the same time.5.Express check outs, where charges are posted to a credit card and a summary statement isleft under the door on the last night of stay is an example of ______________.6.Some researchers argue that firms should view customers as ______ who can influence the
productivity and quality of service processes and outputs.If service process redesign is needed, it means that the processes were poorly designed in thefirst place.Your Answer:2.Direct service, bundled service and physical service all potentially increase convenience forthe customer.Your Answer:3.Marriage counseling is an example of a service requiring a low level of customerparticipation as co-producer.Your Answer:4.Information-based services lend themselves particularly well to the use of self-servicetechnologies5.
A key problem with SSTs is that so few of them incorporate service recovery systems.Your Answer:6.Customers may derive fun, enjoyment and even spontaneous delight from SST usage.Your Answer:NO. 24____________ exist when each department of the company exists in isolation from the others,jealously guarding its independence2.Service __________ continue to survive typically because there is no viable alternative.3.Service ___________ often have a relatively flat organizational structure and extensive useof teams.4.The primary force behind successful change is ____________.