MKT 202 05

Which of the following form of publicity is most porpular for B2B context?

• Front line staff

• Advertising

• Public Relations

• Direct Marketing

• Trade-show

Blueprinting is a more complex form of ____________.

• linear graphing

• flow charting

• Cox & Snell analysis

• non-linear graphing

• cluster analysis

The first step in developing a service blueprint is ____________.

• to reach a consensus on which activities are more important than others

• to identify all the key activities involved in creating and delivering the service

• to identify the links between a set of alternative service possibilities

• to identify the key employees who will be enacting the service blueprint

• to identify the key customers who will be participating in the service

Service blueprints ____________, and how these are supported by backstage activities and systems.

• enhance servicescape features such as furniture and lighting

• complicate employee handling of special requests

• clarify the interactions between customers and employees

• enhance customer technical know-howe.

• diminish customer complaining capacity

The line of ____________ divides front-stage activities from backstage activities.

• service standards and scripts

• physical evidence

• internal physical interaction

• internal IT interaction

• visibility

Which of the following is NOT a key component of a service blueprint?

• Line of transference

• Line of interaction

• Line of visibility

• Backstage actions by customer contact personnel

• Front-stage actions by customer contact personnel

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

• roll; retrieval; implicit aspects; explicit aspects

• stage; servicescape; exterior; interior

• stage; service area; customers; employeesd.

• roll; canopy; employees; equipment

• roll; service area; front-stage; backstage

Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.

• kanbans

• poka-yokes

• jidokas

• banzais

• sodokus

Service process redesign efforts typically focus on achieving all EXCEPT which of the following key performance measures?

• Reduced number of service failures.

• Reduced cycle time.

• Enhanced productivity.

• Increased profitability.

• Increased customer satisfaction.

Service process redesign can be categorized into all EXCEPT which of the following types?

• Getting rid of non-value adding steps.

• Shifting to self-service.

• Delivering direct service.

• Separating services.

• Redesigning the physical aspect of service processes.