Service Design - Introduction

Below are the distinctive characteristics of service, except ...

• Intangibility

• Simultaneity

• Standardization

• Perishability

The service package consist of five features, which are ...

• Supporting Facility, Facilitating Goods, Information, Explicit Services, Implicit Services

• Infrastructure, Facilitating Goods, Customers, Explicit Services, Implicit Services

• Infrastructure, Offering, Information, Customers, Finances

• Key Activities, Key Partners, Value Propositions, Customers, Cost Structure

A strategy to enter the market by creating and offering a service that is perceived as being unique is called ...

• Overall Cost Leadership Strategy

• Differentiation Strategy

• Focus Strategy

• Unique Strategy

What is the Service Blueprint used for?

• A flowchart on how a service will be delivered.

• Specifying the physical evidence to facilitate customers.

• A guidance for staff actions and interactions with customers.

• All are correct.

Which of the following is NOT an element of Service Designed that must be engineered to create a consistent service offering that achieves the service strategy?

• Service Delivery and Operation

• Facility Design

• Information & Communication Technology (ICT)

• Location

A tool to capture, diagnose and evaluate customer experiences a service over time is called ...

• Servicescape

• Customer Journey Map

• Business Canvas Model

• Service Package

The psychological benefits that the customer may sense while experiencing a service, such as a prestige of studying at the Industrial Engineering Program of BINUS University is called ...

• Explicit Services

• Implicit Services

• Heterogeneous Services

• Intangible Services

An example of physical evidence of a courier service is ...

• Friendly staff

• On time delivery

• Tracking system

• Delivery fleet/vehicles

The combination of the intangible of services and the customer as a participant in service delivery gives result of ...

• service heterogeneity

• service quality

• service interaction

• service customization

When buying a product, customer is able to see, feel or test it before purchase. For a service, however, the customer rely on ...

• physical evidences/facilities

• location

• price

• no answer is correct