Pre test ( Module 9)

1. This refers to the service process and the service product

• a. value Co-creation

• b. co-creation

• c. service product output

• d. critical reflections

2. This refers to the mechanisms of interplay and collaboration between service providers and customers

• a. value co-creation

• b. co-creation

• c. service product output

• d. critical reflections

3. __________imply revealing and discussing underlying assumptions as well as implications for researchers and for managerial practice

• a. value co-creation

• b. co-creation

• c. service product output

• d. critical reflections

4. This refers to technological interfaces which allow customers to get services free from the direct involvement of service employees

• a. artificial technology (A.I)

• b. service provider's technology (SPT)

• c. self service technology (SST)

• d. on-you-own technology (OYOT)

5. GST means

• a. Goods and Services Tax

• b. Government Service Technology

• c. Goods and Social Tax

• d. Government Social Technology

6. Which country replaced its GST with SST

• a. USA

• b. Canada

• c. Malaysia

• d. Japan

7. ATM is an example of SST

• a. TRUE

• b. FALSE

8. Asking for your customers feedback is an example of co-creation

• a. TRUE

• b. FALSE

9. Value co-creation with the customer plays a support role and hence reflects the social advantage of businesses such as Airbnb

• a. TRUE

• b. FALSE

10. Which is NOT an example of SST

• a. chatbots

• b. online training

• c. package tracking

• d. none