True false 60on the service blueprint the line of

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True False60.On the service blueprint, the line of visibility separates all contact employeeactions that are visible to the customer from those that are not.True False
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Intermediate Financial Management
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61.Vertical lines cutting across the line of internal interaction represent internalservice encounters.True False62.The service blueprint can be analyzed horizontally if the purpose is tounderstand the integration of the service process or to identify for particularemployees where they fit into the bigger picture.True False63.Service blueprints are most useful when developed for a particular customer orcustomer segment, assuming that the service varies across segments.True False64.The last step of building a service blueprint is to add the physical evidence ofthe service.True False65.The first step in building a service blueprint is to map contact employeeactions.True FalseShort Answer Questions66.What are the four risks incurred when services are described in words alone?
67.What are the two important considerations for service innovation?68.While finding someone who will count and wrap your coins has been anavailable service for years, the recent invention of machines that, for a smallfee, will perform the same service is an example of what kind of innovation?69.What kind of an innovation occurs when a beauty salon adds a tanning boothto its service offerings?70.What is the first step in the new-service development process?
71.What kind of growth strategy is being used when a convenience store in asmall rural town adds a deli sandwich section?72.What kind of growth strategy is Procter and Gamble pursuing as it venturesinto services such as Tide Dry Cleaners and Mr. Clean Car Washes?73.During what stage of the new-service development process is empatheticdesign used?74.What is the last stage of the new-service development process?
75.What does a typical service blueprint depict?76.While at Six Flags over Georgia, Mitch had his picture taken with Tweetie Bird,one of the many Warner Brothers characters that tour the park. Whichcomponent of the service blueprint does the picture exemplify?77.Before a trade show ever opens, personnel spend hours assembling thebooths, making sure they are all wired for electricity and ensuring the safety ofthe people who attend the show. This is an example of which component of theservice blueprint?
78.When creating a service blueprint, what step follows mapping the serviceprocess from the customer's point of view?79.Comment on the following statement: "New-service development is typically alinear process".80.What should be the two primary objectives of the service provider as it entersthe commercialization stage of the new-service development process?81.Describe the five principles central to service design thinking.
Chapter 08 Service Innovation and DesignAnswer KeyMultiple Choice Questions1.

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Term
Fall
Professor
Gobear
Tags
Marketing, The Land, ty, A Services, A Intangibili, D Perishabili
We have textbook solutions for you!
The document you are viewing contains questions related to this textbook.
Intermediate Financial Management
The document you are viewing contains questions related to this textbook.
Chapter 5 / Exercise 018
Intermediate Financial Management
Brigham/Daves
Expert Verified

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