QTM 6

What is a key component of service design?

• People

• Profit

• Promotion

• Price

Which of the following refers to the artifacts needed to perform a service?

• Policies

• People

• Props

• Processes

What does the term 'frontstage' refer to in service design?

• Invisible processes

• Visible interactions

• Service policies

• Employee training

Which characteristic of service design emphasizes the importance of all stakeholders?

• Sequential

• User-centric

• Co-creative

• Holistic

What type of service innovation involves new services not yet offered to the market?

• Service improvements

• Fundamental innovations

• Service extensions

• Service provision innovation

Which method is used to gather and organize information from mixed data?

• Character profiles

• Observation

• Affinity diagram

• Brainstorming

What is the purpose of experience prototyping?

• To gather user feedback

• To analyze customer complaints

• To simulate a service for testing

• To create marketing strategies

Which of the following is a sign that a service process should be redesigned?

• Decreased communication volume

• Increased customer complaints

• Consistent service delivery

• Stable customer feedback

What does 'backstage' refer to in service design?

• Customer feedback mechanisms

• Support operations for frontstage

• Marketing strategies

• Visible customer interactions

Which of the following is NOT a component of service design?

• People

• Policies

• Props

• Processes