WorksheetsService Design - Introduction
Total questions: 10
Worksheet time: 5mins
Below are the distinctive characteristics of service, except ...
Intangibility
Simultaneity
Standardization
Perishability
The service package consist of five features, which are ...
Supporting Facility, Facilitating Goods, Information, Explicit Services, Implicit Services
Infrastructure, Facilitating Goods, Customers, Explicit Services, Implicit Services
Infrastructure, Offering, Information, Customers, Finances
Key Activities, Key Partners, Value Propositions, Customers, Cost Structure
A strategy to enter the market by creating and offering a service that is perceived as being unique is called ...
Overall Cost Leadership Strategy
Differentiation Strategy
Focus Strategy
Unique Strategy
What is the Service Blueprint used for?
A flowchart on how a service will be delivered.
Specifying the physical evidence to facilitate customers.
A guidance for staff actions and interactions with customers.
All are correct.
Which of the following is NOT an element of Service Designed that must be engineered to create a consistent service offering that achieves the service strategy?
Service Delivery and Operation
Facility Design
Information & Communication Technology (ICT)
Location
A tool to capture, diagnose and evaluate customer experiences a service over time is called ...
Servicescape
Customer Journey Map
Business Canvas Model
Service Package
The psychological benefits that the customer may sense while experiencing a service, such as a prestige of studying at the Industrial Engineering Program of BINUS University is called ...
Explicit Services
Implicit Services
Heterogeneous Services
Intangible Services
An example of physical evidence of a courier service is ...
Friendly staff
On time delivery
Tracking system
Delivery fleet/vehicles
The combination of the intangible of services and the customer as a participant in service delivery gives result of ...
service heterogeneity
service quality
service interaction
service customization
When buying a product, customer is able to see, feel or test it before purchase. For a service, however, the customer rely on ...
physical evidences/facilities
location
price
no answer is correct
