PSM Unit 3 Revision

What are the controllable components that contribute to a successful total customer experience?

• Customers' emotions before, during, and after the service encounter

• Service process, environmental conditions, service standards, employees' attitude, and professionalism

• Customers' expectations and desires

• Uncontrollable factors affecting customer experience

What are the uncontrollable components that influence the total customer experience?

• Customers' emotions before, during, and after the service encounter

• Service process, environmental conditions, service standards, employees' attitude, and professionalism

• Customers' expectations and desires

• Uncontrollable factors affecting customer experience

Effective customer engagement is increasingly linked to:

• Customer satisfaction

• Customer retention

• Customer acquisitio

• Customer complaints

Customer engagement enables firms to:

• Anticipate customers' needs, wants, and expectations

• Increase their marketing budget

• Reduce customer complaints

• Decrease customer loyalty

What does the term "service process" refer to?

• The physical location where a service is provided

• The pricing strategy for a service

• How a service is provided or delivered to a customer

• The advertising and promotional activities for a service

What is a service blueprint?

• A visual representation of the service delivery system

• A document that outlines the pricing strategy for a service

• A detailed specification of how a service process is constructed

• A tool that allows service designers to identify tasks, failure points, time frames, and standards in a service delivery system

What does it mean for a service blueprint to be customer-centric?

• It outlines the entire service delivery process

• It considers all the touchpoints that the customer has with the service provider

• It includes multiple dimensions such as the customer journey and the physical environment

• It can be modified whenever needed

What is the purpose of a hierarchical structure in a service blueprint?

• To provide an overview of the service delivery process

• To include detailed information about each step in the process

• To identify potential areas for improvement in the service delivery process

• To make changes to the service delivery process to better meet customer's needs

What is the flexibility of a service blueprint?

• It outlines the entire service delivery process

• It can be modified whenever needed

• It includes multiple dimensions such as the customer journey and the physical environment

• It considers all the touchpoints that the customer has with the service provide

What is the purpose of the line of visibility in service blueprinting?

• To map the overall customer experience

• To distinguish between front-stage and back-stage activities

• To identify potential fail points in the process

• To establish service standards and targets