MKT202 Ch8

Blueprinting is a more complex form of ____________.

• a. Linear graphing
  
  

• b. Flowcharting
  
  

• c. Cox & Snell analysis
  
  

• d. Non-linear graphing
  
  

• e. Cluster analysis

The first step in developing a service blueprint is ____________.

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

• b. To identify all the key activities involved in creating and delivering the service
  
  

• c. To identify the links between a set of alternative service possibilities
  
  

• d. To identify the key employees who will be enacting the service blueprint
  
  

• e. To identify the key customers who will be participating in the service

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

• a. Enhance servicescape features such as furniture and lighting
  
  

• b. Complicate employee handling of special requests
  
  

• c. Clarify the interactions between customers and employees
  
  

• d. Enhance customer technical know-how
  
  

• e. Diminish customer complaining capacity

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

• a. Service standards and scripts
  
  

• b. Physical evidence
  
  

• c. Internal physical interaction
  
  

• d. Internal IT interaction
  
  

• e. Visibility

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

• a. Line of transference
  
  

• b. Line of interaction
  
  

• c. Line of visibility
  
  

• d. Backstage actions by customer contact personnel
  
  

• e. Front-stage actions by customer contact personnel

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

• a. Roll; retrieval; implicit aspects; explicit aspects
  
  

• b. Stage; servicescape; exterior; interior
  
  

• c. Stage; service area; customers; employees
  
  

• d. Roll; canopy; employees; equipment
  
  

• e. Roll; service area; front-stage; backstage

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

• a. Kanbans
  
  

• b. Poka-yokes
  
  

• c. Jidokas
  
  

• d. Banzais
  
  

• e. Sodokus

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

• a. Reduced number of service failures.
  
  

• b. Reduced cycle time.
  
  

• c. Enhanced productivity.
  
  

• d. Increased profitability.
  
  

• e. Increased customer satisfaction.

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

• a. Getting rid of non-value adding steps.
  
  

• b. Shifting to self-service.
  
  

• c. Delivering direct service.
  
  

• d. Separating services.
  
  

• e. Redesigning the physical aspect of service processes.

Which of the following is NOT an advantage of self-service technologies?

• a. Greater choice of products
  
  

• b. Higher perceived level of customization.
  
  

• c. Convenience of location.
  
  

• d. Greater control over service delivery.
  
  

• e. Cost and time savings.