Quality Service Objective Exam-BSHM12M1

1. It is a variant of blueprint that can be generally applied to a variety of service situations.

• PERT/CPM

• Universal Service Map

• Service Encounter

• Phone Encounter

1. It is the entire service delivery process and its sub processes are described in blueprint format as if one were building a house and needed a plan.

• cpm

• fish bone analysis

• blueprinting

• pert

It is the data that informs the receiver.

• reservation

• information

• front office

• concierge

Temporary status differential may occur as a characteristic of service focus

• True

• False

It includes physical facilities, building, furniture, tidiness, signage to reach

• Product

• Equipments

• Physical Evidence

• Equities

Customer has no knowledge about the reliability of service is part of psychological risk.

• True

• False

It is the method to get the data that informs to those who need to be informed.

• Research

• Information System

• Service Delivery

• Service Focus

Storytelling can also improve communication

• True

• False

Assure the problem has been resolve.

• True

• False

Services in exchange of monetary benefits

• Economic Exchange

• Monetary Exchange

• Service Exchange

• Benefits Exchange