CHAPTER 4 QUIZ QUESTIONS - Answers

CHAPTER 4 QUIZ QUESTIONS - Answers - CHAPTER QUIZ QUESTIONS...

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CHAPTER QUIZ QUESTIONS True/False 1. The "line of visibility" found in a service blueprint separates the front office operations from the back office operations. (T) 2. A factor that simplifies the design of service systems is the presence of the customer in the process. (F) 3. A “line of interaction” can also be found on a service blueprint. (T) 4. An increase in divergence can maximize the revenue that is generated by each customer. (T) 5. Dry cleaning is an example of a service where isolation of the technical core would be inappropriate . (F) 6. The typical fast-food restaurant has adopted the production line approach to service design. (T) 7. An important variable in the design process is the amount of customer participation in the delivery of the service. (T) 8. Financial consulting is an example of a service that has low complexity and high divergence. (T) 9. I deas for new service innovations often originate with customers . (T) 10. A major incentive for innovation in services is the ability to patent an idea. (F) 11. Service complexity can be measured by analyzing the number and intricacy of the steps required performing it. (T) 12. The “project authorization” in the NSD cycle is part of the development step. (F) 13. The “line of visibility” for a self-service process blueprint would be near the top of the diagram. (F) 14. A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system . (F) 15. Investment banking is a financial service that has high complexity and high divergence. (T)
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CHAPTER 4 QUIZ QUESTIONS - Answers - CHAPTER QUIZ QUESTIONS...

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