Service Design Quiz

Service design primarily focuses on:

• Reducing production costs

• Meeting user and customer needs

• Increasing market share only

• Internal organizational policies

Services should be designed based on:

• Employee comfort

• Customer needs

• Business convenience

• Government rules only

Which of the following is NOT a general principle of service design?

• Services should be prototyped before full development

• Services should ignore user input

• Services must have a clear business case

• Services should create value for users

The service life cycle consists of how many stages?

• Three

• Four

• Five

• Six

In which stage of the service life cycle do industry sales decline due to new technologies?

• Introduction

• Growth

• Maturity

• Decline

Which strategy in the decline stage involves reducing services to keep only profitable ones?

• Harvesting

• Divesting

• Pruning

• Retrenchment

Harvesting strategy in services implies:

• Expanding services aggressively

• Reducing costs to maximize remaining profits

• Introducing a new service

• Improving service design

Retrenchment strategy means:

• Selling or closing unprofitable accounts

• Expanding new services

• Ignoring competitors

• Cutting down employee costs only

New services must be:

• Subjective and vague

• Objective and precise

• Opinion-based

• Philosophical

At the business strategy review stage, companies must:

• Ignore mission and vision

• Review mission, vision, and values

• Focus only on profits

• Reduce customer service quality