quiz 4 (2) - NO 19 is a more sophisticated version of Your Answer flowcharting blueprinting Correct Answer blueprinting flowcharting 2 is an example of

quiz 4 (2) - NO 19 is a more sophisticated version of Your...

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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
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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-servicetechnologies 5.
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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 independence 2.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 ____________.
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