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Exam 8: Service Innovation and Design

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Question 21

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New service development is typically a linear process.

A) True
B) False

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Question 22

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When Simone dropped off her German Shepherd at the Puppy Heaven Kennel before she went on vacation,she was pleased when she saw that the waiting room was brightly lit,it looked and smelled clean,and all of the employees were wearing neat uniforms.In service blueprinting terms,the condition of the waiting room and the employee uniforms are examples of:

A) Physical evidence
B) Onstage contact employee actions
C) Backstage contact employee actions
D) Support processes
E) Customer actions

F) None of the above
G) B) and C)

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Question 23

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When a company offers new services to current customers,it is using a _____ growth strategy.

After an airplane arrives at its gate and passengers disembark,it is cleaned,restocked with food and beverages and refueled by maintenance workers before the next set of passengers board and the airplane departs on its next flight.The activities performed by maintenance workers to prepare the airplane for its next flight is part of which section of the service blueprint?

Which of the following is NOT a demonstrated benefit of service blueprinting?

When the character playing Alice in Wonderland signed autographs and had her picture taken with guests at Disneyworld,it was an example of a(n) :

If the purpose of the service blueprint is to understand the customer's view of the process,the blueprint should be analyzed:

Elysian Events,a wedding planning company,noted how many couples had a wedding catastrophe of some kind.As a result,it abandoned wedding planning and began offering wedding insurance to protect couples from financial losses due to weather emergencies,stolen wedding rings,damaged wedding dresses,etc.Elysian Events is using a _____ growth strategy.

A service blueprint depicts:

In the post introduction evaluation stage of the new-service development process information gathered during commercialization of the service can be reviewed and changes made based on actual market response to the offering.

Pret a Manger,a London-based sandwich shop,introduced restaurant-quality sandwiches with fast-food velocity.This would be an example of a

The first step in building a service blueprint is to map contact employee actions.

McDonald's offers home and office delivery service in selected markets in the United States and Canada.McDonald's delivery service is a _____ growth strategy.

For quite some time,Kentucky Fried Chicken (KFC) has grown through providing its service outside the United States.After over two decades of expansion in China,the company is now planning to explore Africa as a new market and expects to double its number of outlets in Africa within four years.KFC has developed a growth strategy emphasizing:

In a service blueprint,the line of internal interaction separates:

Traditional thinking has defined _____________ as "bundles of goods and services that companies offer to customers," but customers think of them as sets of customer-facing processes.

The openings of new fast-food franchises are typically highly promoted events especially when the franchise is new to a geographic area.Special food promotions are offered on the day of the grand opening and sometimes guest appearances.Often if a grand opening event is scheduled for the first of the month,the business will actually start serving customers who happen to notice that it is open during the week prior to the first.In this way,employees can familiarize themselves with their jobs and minor problems can be handled before they become major.This pre-opening practice is most closely related to which stage of the new service development process?

Service blueprinting is grounded in all of the following disciplines EXCEPT:

If the purpose of the service blueprint is service redesign,the blueprint should be examined:

When Jessie wanted to talk to a therapist to learn how she could improve her relationship with her mother,she went to Counseling Professionals,Inc.,a counseling service that charges $1 per minute of counseling by phone.By providing counseling and advice by phone,the therapist Jessie spoke with is performing a(n) :