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TU/e MSc innovation management > 1ZM55 - Service Innovation Management (SIM) > Flashcards

1ZM55 - Service Innovation Management (SIM) Flashcards

1
Q

What is the IHIP paradigm?

A

4 basic charachteristics of services
๐ข๐ง๐ญ๐š๐ง๐ ๐ข๐›๐ข๐ฅ๐ข๐ญ๐ฒ: no inventory or display
๐‡๐ž๐ญ๐ž๐ซ๐จ๐ ๐ž๐ง๐ž๐ข๐ญ๐ฒ: Different for everyone & everytime
๐ˆ๐ง๐ฌ๐ž๐ฉ๐ž๐ซ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ: Simultaneous production & consumption (customer part of production)
๐๐ž๐ซ๐ข๐ฌ๐ก๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ: no return of reselling, demand & supply hard to match

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2
Q

Name the 7Pโ€™s of a service

A 
๐๐ซ๐จ๐๐ฎ๐œ๐ญ; quality, packaging, warranties
๐๐ฅ๐š๐œ๐ž: channels
๐๐ซ๐จ๐ฆ๐จ๐ญ๐ข๐จ๐ง: advertising
๐๐ซ๐ข๐œ๐ž: price level, flexibility, discounts
๐๐ž๐จ๐ฉ๐ฅ๐ž: employees
๐๐ก๐ฒ๐ฌ๐ข๐œ๐š๐ฅ ๐ž๐ฏ๐ข๐๐ž๐ง๐œ๐ž: servicescape
๐๐ซ๐จ๐œ๐ž๐ฌ๐ฌ: service blueprint
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3
Q

explain the 2 different logic types & their differences

A

๐†๐จ๐จ๐๐ฌ ๐๐จ๐ฆ๐ข๐ง๐š๐ง๐ญ ๐ฅ๐จ๐ ๐ข๐œ (๐†๐ƒ๐‹)

  • make & distribute things to sell
  • value-adding, profit maximization, transactions

๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ ๐๐จ๐ฆ๐ข๐ง๐š๐ง๐ญ ๐ฅ๐จ๐ ๐ข๐œ (๐’๐ƒ๐‹)

  • knowledge & skills are core competences
  • value is created by customers
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4
Q

what is the difference between operand & operant resources? Name the 3 types of resources in SDL & explain them

A

operan๐ = resources on which an act is performed (raw materials, machines, money)
-PORโ€™s
-SORโ€™s
-GORโ€™s
operan๐ญ= employed to act upon operand resources (knowledge, skills)
-Interconnected (IORโ€™s) [innovation management]
-Composite (CORโ€™s) [market orientation]
-Basic (BORโ€™s) [human basic competencies]

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5
Q

name 4 foundational premises of SDL

A
  • goods are distribution mechanisms for services
  • the customer is an operant resource & can be involved in the entire value chain
  • Enterprises can only offer value propositions, the consumer determines value & participates in creating said value trough co-production
  • Service provision & co-creation of value implies exchange is relational
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6
Q

what is the DIKW hierarchy

A

Data
information
Knowledge
Wisdom

contextualises how entities at lower levels are shaped into entities at higher levels of the hierarchy

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7
Q

industrial services

A

all services provided by manufacturing companies to organizational customers (independent from or combined with goods)
๐›๐ซ๐ž๐š๐๐ญ๐ก= the # of services offered
๐๐ž๐ฉ๐ญ๐ก= the emphasis placed on each service/pro-actively offers its consumers

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8
Q

what are the 9 elements of the Business model canvas (BMC)? & draw the BMC

A

๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฌ๐ž๐ ๐ฆ๐ž๐ง๐ญ๐ฌ = the target audiences you plan to offer value with your products or services
๐•๐š๐ฅ๐ฎ๐ž ๐ฉ๐ซ๐จ๐ฉ๐จ๐ฌ๐ข๐ญ๐ข๐จ๐ง๐ฌ = how your customer segments will value from your unique offer and differentiate it from the competition
๐‚๐ก๐š๐ง๐ง๐ž๐ฅ๐ฌ = what channels will your value proposition be delivered trough
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ซ๐ž๐ฅ๐š๐ญ๐ข๐จ๐ง๐ฌ๐ก๐ข๐ฉ๐ฌ = how do you plan on keeping solid relationships with your customers
๐‘๐ž๐ฏ๐ž๐ง๐ฎ๐ž ๐ฌ๐ญ๐ซ๐ž๐š๐ฆ๐ฌ = how will your value propositions bring in revenues from each target audience
๐Š๐ž๐ฒ ๐ซ๐ž๐ฌ๐จ๐ฎ๐ซ๐œ๐ž๐ฌ = these are the assets available to the business that allow you to run operations effectively
๐Š๐ž๐ฒ ๐š๐œ๐ญ๐ข๐ฏ๐ข๐ญ๐ข๐ž๐ฌ = what operations are essential to succes
๐Š๐ž๐ฒ ๐ฉ๐š๐ซ๐ญ๐ง๐ž๐ซ๐ฌ๐ก๐ข๐ฉ๐ฌ = partnerships obtained through networking with the people that can help your business succeed
๐‚๐จ๐ฌ๐ญ ๐ฌ๐ญ๐ซ๐ฎ๐œ๐ญ๐ฎ๐ซ๐ž = all of the costs associated with a business

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9
Q

name the 6 types in the typology for service offerings

A

๐๐ซ๐จ๐œ๐ž๐ฌ๐ฌ ๐ฌ๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (process+input) [engineering, training, simulation]
๐๐ซ๐จ๐œ๐ž๐ฌ๐ฌ ๐€๐ฏ๐š๐ข๐ฅ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (process+ availability) [rental plans, service contracts]
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฌ๐จ๐ฅ๐ฎ๐ญ๐ข๐จ๐ง๐ฌ (process + performance) [outcome-based contracts]
๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐€๐ฏ๐š๐ข๐ฅ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (product+availability) [PM, remote monitoring]
๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐ฅ๐ข๐Ÿ๐ž๐œ๐ฒ๐œ๐ฅ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (product+ input) [spare parts, repairs, safety inspections]
๐๐ซ๐จ๐๐ฎ๐œ๐ญ ๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (product+ performance) [customized software, reconditioning systems]

๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐Ÿ๐จ๐œ๐ฎ๐ฌ = process VS. product-oriented
๐‘๐ž๐ฏ๐ž๐ง๐ฎ๐ž ๐ฆ๐จ๐๐ž๐ฅ = input VS. Availability VS. Performance bases

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10
Q

name the 4 structures for NSD, describe what differentiates them & what their advantages are

A

๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ซ๐ž๐ฅ๐š๐ญ๐ข๐จ๐ง๐ฌ๐ก๐ข๐ฉ๐ฌ; innovative ideas
๐๐ซ๐จ๐ฃ๐ž๐œ๐ญ ๐ญ๐ž๐š๐ฆ๐ฌ; optimal mix of expertise
๐๐ฎ๐ฌ๐ข๐ง๐ž๐ฌ๐ฌ ๐๐ž๐ฏ๐ž๐ฅ๐จ๐ฉ๐ฆ๐ž๐ง๐ญ ๐ฎ๐ง๐ข๐ญ๐ฌ (๐๐ƒ๐”); coordination & prioritization
๐’๐ž๐ฉ๐ž๐ซ๐š๐ญ๐ž ๐‘&๐ƒ ๐ฎ๐ง๐ข๐ญ๐ฌ; efficiency & scalability

How high/low they are on; formalization, centralization, standardization & specialization is what differentiates them

Companies (can) combine multiple structures for different effects

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11
Q

name 5 (main) challenges of servitization

A

๐Ž๐ซ๐ ๐š๐ง๐ข๐ณ๐š๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ฌ๐ญ๐ซ๐ฎ๐œ๐ญ๐ฎ๐ซ๐ž; culture, collaboration & service expertise
๐๐ฎ๐ฌ๐ข๐ง๐ž๐ฌ๐ฌ ๐ฆ๐จ๐๐ž๐ฅ; value proposition, costing & pricing
๐ƒ๐ž๐ฏ๐ž๐ฅ๐จ๐ฉ๐ฆ๐ž๐ง๐ญ ๐ฉ๐ซ๐จ๐œ๐ž๐ฌ๐ฌ; customer engagement, performance measurement
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฆ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ; ownership transfer, value co-creation
๐‘๐ข๐ฌ๐ค ๐ฆ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ; financial risks, operational risks

All challenges negatively affect the benefits servitization brings, benefits that would positively affect business performance.

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12
Q

what are the 5 components of the service blueprint & 3 lines? & draw it

A

๐๐ก๐ฒ๐ฌ๐ข๐œ๐š๐ฅ ๐ž๐ฏ๐ข๐๐ž๐ง๐œ๐ž = All tangibles the customer is exposed with, for each customer action & moment of truth
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐š๐œ๐ญ๐ข๐จ๐ง๐ฌ = Steps customers take in the service delivery process (depicted chronologically)
๐•๐ข๐ฌ๐ข๐›๐ฅ๐ž ๐œ๐จ๐ง๐ญ๐š๐œ๐ญ ๐ž๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐ž๐ž ๐š๐œ๐ญ๐ข๐จ๐ง๐ฌ = actions of FSEโ€™s that occur as part of face-to-face encounters
๐›๐š๐œ๐ค๐ฌ๐ญ๐š๐ ๐ž ๐œ๐จ๐ง๐ญ๐š๐œ๐ญ ๐ž๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐ž๐ž ๐š๐œ๐ญ๐ข๐จ๐ง๐ฌ = all other FSE actions, both non-visible interactions (calls) & service preparation
๐’๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐ฉ๐ซ๐จ๐œ๐ž๐ฌ๐ฌ๐ž๐ฌ = Activities carried out by individuals and units within the company who are not contact employees but are needed to realize the service

๐‹๐ข๐ง๐ž ๐จ๐Ÿ ๐ข๐ง๐ญ๐ž๐ซ๐š๐œ๐ญ๐ข๐จ๐ง = between customer actions & visible contact employees
๐‹๐ข๐ง๐ž ๐จ๐Ÿ ๐ฏ๐ข๐ฌ๐ข๐›๐ข๐ฅ๐ข๐ญ๐ฒ = between visible contact employees & invisible contact employees
๐‹๐ข๐ง๐ž ๐จ๐Ÿ ๐ข๐ง๐ญ๐ž๐ซ๐ง๐š๐ฅ ๐ข๐ง๐ญ๐ž๐ซ๐š๐œ๐ญ๐ข๐จ๐ง = between invisible contact employees & support processes

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13
Q

how is the linear view on NSD sometimes called? (who done fucked up?)

A

Schumpetarian

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14
Q

Name & explain the elements of the ๐’๐„๐‘๐•๐๐”๐€๐‹ model for service quality

A

use the RATER acronym:

๐‘๐ž๐ฅ๐ข๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ = deliver promised service dependably & accurately
๐€๐ฌ๐ฌ๐ฎ๐ซ๐š๐ง๐œ๐ž = employee knowledge, courtesy & their ability to inspire trust and confidence
๐“๐š๐ง๐ ๐ข๐›๐ฅ๐ž๐ฌ = Servicescape
๐„๐ฆ๐ฉ๐š๐ญ๐ก๐ฒ = Caring, individualized attention given to customers
๐‘๐ž๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐ฏ๐ž๐ง๐ž๐ฌ๐ฌ = Willingness to help customers & speed of service
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15
Q

What are the 2 most important factors in human impression forming? & what affects it

A

๐–๐š๐ซ๐ฆ๐ญ๐ก & ๐œ๐จ๐ฆ๐ฉ๐ž๐ญ๐ž๐ง๐œ๐ž

they affect relational & outcome classifications via capability & relational concerns

transactional v.s. relational bond
object v.s. people care
process v.s. goal orientation

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16
Q

What ๐ญ๐ฒ๐ฉ๐ž๐ฌ ๐จ๐Ÿ ๐ข๐ง๐Ÿ๐จ๐ซ๐ฆ๐š๐ญ๐ข๐จ๐ง ๐ฉ๐ซ๐จ๐œ๐ž๐ฌ๐ฌ๐ข๐ง๐  exist according to information processing theory?

A

๐’๐ฒ๐ฌ๐ญ๐ž๐ฆ๐š๐ญ๐ข๐œ ๐ฉ๐ซ๐จ๐œ๐ž๐ฌ๐ฌ๐ข๐ง๐ 
๐‡๐ž๐ฎ๐ซ๐ข๐ฌ๐ญ๐ข๐œ ๐ฉ๐ซ๐จ๐œ๐ž๐ฌ๐ฌ๐ข๐ง๐ 

which type of processing is used depends on 2 factors;
๐€๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐ญ๐จ ๐ž๐ฏ๐š๐ฅ๐ฎ๐š๐ญ๐ž
๐ฆ๐จ๐ญ๐ข๐ฏ๐š๐ญ๐ข๐จ๐ง ๐ญ๐จ ๐ž๐ฏ๐š๐ฅ๐ฎ๐š๐ญ๐ž

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17
Q

in what 5 ways is customer satisfaction measured & used

A

๐Ž๐ฏ๐ž๐ซ๐š๐ฅ๐ฅ ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฌ๐š๐ญ๐ข๐ฌ๐Ÿ๐š๐œ๐ญ๐ข๐จ๐ง = represents overall experience
๐๐ž๐ก๐š๐ฏ๐ข๐จ๐ซ๐š๐ฅ ๐ข๐ง๐ญ๐ž๐ง๐ญ๐ข๐จ๐ง๐ฌ = โ€œloyalty metricsโ€; likelihood to repurchase, recommend & complain
๐€๐ญ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ž ๐ฅ๐ž๐ฏ๐ž๐ฅ ๐ฉ๐ž๐ซ๐œ๐ž๐ฉ๐ญ๐ข๐จ๐ง๐ฌ = Performance perceptions of specific pieces
๐‚๐จ๐ง๐ญ๐ž๐ฑ๐ญ๐ฎ๐š๐ฅ ๐ข๐ง๐Ÿ๐จ๐ซ๐ฆ๐š๐ญ๐ข๐จ๐ง = ask satisfaction relative to previous experiences or competitors
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐›๐š๐œ๐ค๐ ๐ซ๐จ๐ฎ๐ง๐ ๐ฏ๐š๐ซ๐ข๐š๐›๐ฅ๐ž๐ฌ = demographics, ownership/usage of other brands

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18
Q

What are the 3 main components of the KANO-model?

A

๐๐š๐ฌ๐ข๐œ ๐š๐ญ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ž๐ฌ (negative assymetry)
๐๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐š๐ญ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ž๐ฌ (linear)
๐„๐ฑ๐œ๐ข๐ญ๐ž๐ฆ๐ž๐ง๐ญ ๐š๐ญ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ž๐ฌ (positive assymetry)

Attributes can be dynamic over time & become more basic

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19
Q

Customer rapport

A

customerโ€™s perception of having an enjoyable interaction with a FSE. characterized by behaviours such as smiling, small talk etc.

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19
Q

Reciprocity

A

feeling obligated to respond to someoneโ€™s raport building.

It is subtle & automatic and comes more into play when people do not know eachother

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20
Q

what are ๐ข๐ง-๐ซ๐จ๐ฅ๐ž ๐›๐ž๐ก๐š๐ฏ๐ข๐จ๐ฎ๐ซ & ๐ž๐ฑ๐ญ๐ซ๐š-๐ซ๐จ๐ฅ๐ž ๐›๐ž๐ก๐š๐ฏ๐ข๐จ๐ฎ๐ซ and what is the difference?

A

๐ข๐ง-๐ซ๐จ๐ฅ๐ž ๐›๐ž๐ก๐š๐ฏ๐ข๐จ๐ฎ๐ซ = actions by FSEโ€™s needed to fulfill formal requirements, stemming from explicit responsibilities in job descriptions
๐ž๐ฑ๐ญ๐ซ๐š-๐ซ๐จ๐ฅ๐ž ๐›๐ž๐ก๐š๐ฏ๐ข๐จ๐ฎ๐ซ = FSEโ€™s going the extra mile for customers. acts that help satisfy needs and go beyond expectations/obligations

21
Q

what are ๐ฌ๐ฆ๐š๐ซ๐ญ ๐ข๐ง๐ญ๐ž๐ซ๐š๐œ๐ญ๐ข๐ฏ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ & ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐œ๐จ๐ฎ๐ง๐ญ๐ž๐ซ๐ฉ๐š๐ซ๐ญ and what is the difference?

A

๐ฌ๐ฆ๐š๐ซ๐ญ ๐ข๐ง๐ญ๐ž๐ซ๐š๐œ๐ญ๐ข๐ฏ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž๐ฌ (SIC) = technology within a product & personal interactions between the user and the service employee as part of the delivery process (remote services)
๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐œ๐จ๐ฎ๐ง๐ญ๐ž๐ซ๐ฉ๐š๐ซ๐ญ (SC) = service employee

22
Q

what are 4 new mediators that affect userโ€™s responses towards smart interactive services

A

๐’๐จ๐œ๐ข๐š๐ฅ ๐ฉ๐ซ๐ž๐ฌ๐ž๐ง๐œ๐ž ๐›๐ž๐ฅ๐ข๐ž๐Ÿ๐ฌ = belief of social presence
๐‚๐จ๐ง๐ญ๐ซ๐จ๐ฅ ๐›๐ž๐ฅ๐ข๐ž๐Ÿ๐ฌ = perceptions of having control
๐“๐ซ๐ฎ๐ฌ๐ญ๐ฐ๐จ๐ซ๐ญ๐ก๐ข๐ง๐ž๐ฌ๐ฌ ๐›๐ž๐ฅ๐ข๐ž๐Ÿ๐ฌ = perception of SCโ€™s trustworthiness
๐‚๐จ๐ฅ๐ฅ๐š๐›๐จ๐ซ๐š๐ญ๐ข๐จ๐ง ๐›๐ž๐ฅ๐ข๐ž๐Ÿ๐ฌ = does the SC want to collaborate

control & trustworthiness beliefs are related
social presence helps build trust & decreases the need for control

23
Q

on which 2 factors does new service performance depend?

A 
Operational outcomes (Innovation speed + Technical quality)
Market outcomes (competitive superiority + sales performance)
24
Q

4 types of customer behaviour to express satisfaction or complain

A
  • ๐œ๐จ๐ง๐ญ๐ž๐ง๐ญ ๐จ๐Ÿ ๐ฏ๐ž๐ซ๐›๐š๐ฅ๐ข๐ณ๐š๐ญ๐ข๐จ๐ง; usage of words related to dissatisfaction, threathening to leave or demand the manager
  • ๐ž๐ฑ๐ฉ๐ซ๐ž๐ฌ๐ฌ๐ข๐ฏ๐ž ๐ฌ๐ญ๐ฒ๐ฅ๐ž & ๐ž๐ฆ๐จ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐œ๐จ๐ง๐ญ๐ž๐ง๐ญ; faul language, threaths, raising your voice or changing tone
  • ๐›๐จ๐๐ฒ ๐ฅ๐š๐ง๐ ๐ฎ๐š๐ ๐ž; hand waving, moving close to worker, angry facial expressions
  • ๐›๐ž๐ก๐š๐ฏ๐ข๐จ๐ซ๐š๐ฅ ๐ฌ๐ญ๐ฒ๐ฅ๐ž; repeating sentences, general insistence, escalation of behaviour verbalizations
25
Q

4 types of reporting behaviours

A
  • ๐ซ๐จ๐ฎ๐ญ๐ข๐ง๐ž ๐ซ๐ž๐ฉ๐จ๐ซ๐ญ๐ข๐ง๐  = submitting formal results about customer behaviour (routines & logs)
  • ๐จ๐ฉ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ซ๐ž๐ฉ๐จ๐ซ๐ญ๐ข๐ง๐  = self initiated reporting to management without guidelines
  • ๐ข๐ง๐Ÿ๐จ๐ซ๐ฆ๐š๐ฅ ๐ซ๐ž๐ฉ๐จ๐ซ๐ญ๐ข๐ง๐  = indirect sharing by asking for advice/help to a manager
  • ๐š๐ฏ๐จ๐ข๐๐š๐ง๐œ๐ž = deciding not to report
26
Q

5 factors that are taken into account when (not) sharing information

A
  • ๐œ๐จ๐ฌ๐ญ ๐›๐ž๐ง๐ž๐Ÿ๐ข๐ญ ๐œ๐จ๐ง๐ฌ๐ข๐๐ž๐ซ๐š๐ญ๐ข๐จ๐ง๐ฌ
  • ๐ฐ๐จ๐ซ๐ค๐ž๐ซ ๐จ๐ซ๐ข๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง๐ฌ & ๐œ๐จ๐ฆ๐ฆ๐ข๐ญ๐ฆ๐ž๐ง๐ญ ๐ญ๐จ ๐ญ๐ก๐ž ๐จ๐ซ๐ ๐š๐ง๐ข๐ณ๐š๐ญ๐ข๐จ๐ง
  • ๐ž๐ฏ๐š๐ฅ๐ฎ๐š๐ญ๐ข๐จ๐ง๐ฌ ๐ซ๐ž๐ ๐š๐ซ๐๐ข๐ง๐  ๐œ๐จ๐ฆ๐ฉ๐ฅ๐š๐ข๐ง๐ญ ๐ฃ๐ฎ๐ฌ๐ญ๐ข๐Ÿ๐ข๐œ๐š๐ญ๐ข๐จ๐ง & ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ฆ๐จ๐ญ๐ข๐ฏ๐š๐ญ๐ข๐จ๐ง
  • ๐ฐ๐จ๐ซ๐ค๐ž๐ซ ๐ฃ๐จ๐› ๐ฌ๐ญ๐ซ๐ฎ๐œ๐ญ๐ฎ๐ซ๐ž & ๐ ๐ฎ๐ข๐๐ž๐ฅ๐ข๐ง๐ž๐ฌ
  • ๐ ๐ž๐ง๐ž๐ซ๐š๐ฅ ๐จ๐ซ๐ ๐š๐ง๐ข๐ณ๐š๐ญ๐ข๐จ๐ง๐š๐ฅ ๐Ÿ๐š๐œ๐ญ๐จ๐ซ๐ฌ
27
Q

4 managerial components of empowerment

A
  • sharing information about organizational performance
  • basing rewards on that performance
  • developing skills that enable employees to contribute to organizational performance
  • giving employees power to make choices that impact organizational direction + performance

it increases task motivation via: (use MCID)

  • meaning
  • competence
  • determination
  • impact
28
Q

which 3 types of justice/fairness exist?

A

๐๐ข๐ฌ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ข๐ฏ๐ž ๐ฃ๐ฎ๐ฌ๐ญ๐ข๐œ๐ž = does the outcome of recovery equal what the customer thinks (s)he deserves
๐ฉ๐ซ๐จ๐œ๐ž๐๐ฎ๐ซ๐š๐ฅ ๐ฃ๐ฎ๐ฌ๐ญ๐ข๐œ๐ž = does the customer feel they can influence the process & timeliness
๐ข๐ง๐ญ๐ž๐ซ๐š๐œ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐ฃ๐ฎ๐ฌ๐ญ๐ข๐œ๐ž = were personal interactions fair, honest & emphatic

29
Q

which 3 strategies exist in timing of the recovery process?

A

๐€๐๐ฆ๐ข๐ง๐ข๐ฌ๐ญ๐ซ๐š๐ญ๐ข๐ฏ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐ซ๐ž๐œ๐จ๐ฏ๐ž๐ซ๐ฒ; recovering failure after formal complaint
๐ƒ๐ž๐Ÿ๐ž๐ง๐ฌ๐ข๐ฏ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐ซ๐ž๐œ๐จ๐ฏ๐ž๐ซ๐ฒ; clear attempt to recover without formal complaint, still leaves customer to solve problem themselves though
๐Ž๐Ÿ๐Ÿ๐ž๐ง๐ฌ๐ข๐ฏ๐ž ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐ซ๐ž๐œ๐จ๐ฏ๐ž๐ซ๐ฒ; recovery of the service immediately or part of the episode where the failure occurred (proactive approach)

30
Q

6 types of barriers for Acces Based Services (ABS)

A

๐œ๐จ๐ฆ๐ฉ๐ฅ๐ž๐ฑ๐ข๐ญ๐ฒ ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = difficulty with understanding, accesing & using the service
๐ซ๐ž๐ฅ๐ข๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = uncertainty about the consistent & accurate performance of the service
๐œ๐จ๐ง๐ญ๐š๐ฆ๐ข๐ง๐š๐ญ๐ข๐จ๐ง ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = uncertainty about contamination of tangibles in the services
๐ซ๐ž๐ฌ๐ฉ๐จ๐ง๐ฌ๐ข๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = concerns about being held responsible for their and others usage of the service
๐œ๐จ๐ฆ๐ฉ๐š๐ญ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = uncertainty about about the service fitting my experience, norms & lifestyle
๐ˆ๐ฆ๐š๐ ๐ž ๐›๐š๐ซ๐ซ๐ข๐ž๐ซ = uncertainty about the brand image, brandโ€™s country of origin and innovation category

responsibility & reliability barriers are connected

31
Q

5 customer barrier attenuating practices?

A

use DMECR
๐๐ข๐ฌ๐ญ๐š๐ง๐œ๐ž = self distancing, ignoring
๐ฆ๐š๐ง๐š๐ ๐ž = adapting, fixing & self-organizing
๐ž๐ฅ๐š๐›๐จ๐ซ๐š๐ญ๐ž = counterbalancing, reasoning
๐œ๐จ๐ง๐ญ๐ซ๐จ๐ฅ = policing, securing
๐ซ๐ž๐ฅ๐š๐ญ๐ž = connecting, cooperating, helping, tolerating

32
Q

burdens of acces

A

include both the barriers to access and the barrier-attenuating practices in which they must engage to use ABS

33
Q

which 3 factors make up the virtual servicescape?

A
  • ๐€๐ž๐ฌ๐ญ๐ž๐ญ๐ก๐ข๐œ ๐š๐ฉ๐ฉ๐ž๐š๐ฅ (design, visual appeal, entertainment value)
  • ๐‹๐š๐ฒ๐จ๐ฎ๐ญ & ๐Ÿ๐ฎ๐ง๐œ๐ญ๐ข๐จ๐ง๐š๐ฅ๐ข๐ญ๐ฒ (usability, customization, interactivity)
  • ๐Ÿ๐ข๐ง๐š๐ง๐œ๐ข๐š๐ฅ ๐ฌ๐ž๐œ๐ฎ๐ซ๐ข๐ญ๐ฒ (perceived security, ease of payment)
34
Q

how is Bitnerโ€™s typology of service organizations built up?

A

X-axis; Physical complexity of the servicescape (Elaborate vs. lean)
Y-axis; Who is performing the service (employee only vs. employee+customer vs. customer only)

35
Q

what are the 4 main building blocks of a servicescape? & draw it

A
  • ๐„๐ง๐ฏ๐ข๐ซ๐จ๐ง๐ฆ๐ž๐ง๐ญ๐š๐ฅ ๐๐ข๐ฆ๐ž๐ง๐ฌ๐ข๐จ๐ง = ambient conditions, space/function, signs/symbols/artefacts
  • ๐Œ๐จ๐๐ž๐ซ๐š๐ญ๐จ๐ซ๐ฌ = employee & customer personality, situational factors
  • ๐ˆ๐ง๐ญ๐ž๐ซ๐ง๐š๐ฅ ๐ซ๐ž๐ฌ๐ฉ๐จ๐ง๐ฌ๐ž๐ฌ = cognitive, emotional & physiological
  • ๐๐ž๐ก๐š๐ฏ๐ข๐จ๐ฎ๐ซ = approach or avoidance
36
Q

what are the 4 roles of the servicescape?

A
  • ๐๐š๐œ๐ค๐š๐ ๐ž; conveys expectations & influences perceptions
  • ๐…๐š๐œ๐ข๐ฅ๐ข๐ญ๐š๐ญ๐จ๐ซ; facilitates the flow of the service delivery (how to act+how does this work)
  • ๐’๐จ๐œ๐ข๐š๐ฅ๐ข๐ณ๐ž๐ซ; facilitates interaction between customer+employee & customer-other customers
  • ๐ƒ๐ข๐Ÿ๐Ÿ๐ž๐ซ๐ž๐ง๐ญ๐ข๐š๐ญ๐จ๐ซ; sets provider apart from other competitors in customer minds
37
Q

Service robots

A

The autonomous technology employed in frontline operations with some physical interface

38
Q

which 3 factors determine robot acceptance, satisfaction & loyalty?

A
  • Robot design
  • Service encounter charachteristics
  • Customer features
39
Q

which 6 factors make up robot design?

A
  • ๐€๐ž๐ฌ๐ญ๐ž๐ญ๐ก๐ข๐œ๐ฌ
  • ๐‘๐จ๐›๐จ๐ญ ๐ง๐จ๐ญ๐ข๐Ÿ๐ข๐œ๐š๐ญ๐ข๐จ๐ง
  • ๐Œ๐š๐ง๐ข๐ฉ๐ฎ๐ฅ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ
  • ๐ฉ๐ซ๐จ๐š๐œ๐ญ๐ข๐ฏ๐ข๐ญ๐ฒ
  • ๐š๐Ÿ๐Ÿ๐ž๐œ๐ญ
  • ๐Ÿ๐จ๐ซ๐ฆ๐š๐ฅ๐ข๐ญ๐ฒ
40
Q

which 6 factors make up customer features?

A
  • ๐“๐ž๐œ๐ก๐ง๐จ๐ฅ๐จ๐ ๐ฒ ๐ซ๐ž๐š๐๐ข๐ง๐ž๐ฌ๐ฌ
  • ๐€๐ ๐ž
  • ๐†๐ž๐ง๐๐ž๐ซ
  • ๐‚๐ฎ๐ฅ๐ญ๐ฎ๐ซ๐ž
  • ๐๐ž๐ซ๐ฌ๐จ๐ง๐š๐ฅ๐ข๐ญ๐ฒ ๐ญ๐ซ๐š๐ข๐ญ๐ฌ
  • ๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ญ๐ข๐ž๐ซ
41
Q

which 6 factors make up service encounter characteristics?

A
  • ๐ข๐ง๐Ÿ๐จ๐ซ๐ฆ๐š๐ญ๐ข๐จ๐ง ๐ฉ๐ซ๐จ๐ฏ๐ข๐ฌ๐ข๐จ๐ง
  • ๐ข๐ง๐ฏ๐จ๐ฅ๐ฏ๐ž๐ฆ๐ž๐ง๐ญ ๐ฅ๐ž๐ฏ๐ž๐ฅ
  • ๐Ÿ๐š๐ข๐ฅ๐ฎ๐ซ๐ž ๐š๐ง๐ ๐œ๐จ๐ฆ๐ฉ๐ฅ๐š๐ข๐ง
  • ๐ฉ๐ซ๐จ๐๐ฎ๐œ๐ญ ๐จ๐ซ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž
  • ๐ญ๐ซ๐š๐ง๐ฌ๐š๐œ๐ญ๐ข๐จ๐ง๐š๐ฅ ๐จ๐ซ ๐ซ๐ž๐ฅ๐š๐ญ๐ข๐จ๐ง๐š๐ฅ
  • ๐ž๐ฆ๐ฉ๐ฅ๐จ๐ฒ๐ž๐ž ๐ซ๐ž๐ฉ๐ฅ๐š๐œ๐ž๐ฆ๐ž๐ง๐ญ ๐จ๐ซ ๐œ๐จ๐ฅ๐ฅ๐š๐›๐จ๐ซ๐š๐ญ๐ข๐จ๐ง
42
Q

what are 3 design attributes of service robots? (Wirtz)

A

use the RAT acronym;

  • ๐‘๐ž๐ฉ๐ซ๐ž๐ฌ๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง
  • ๐€๐ง๐ญ๐ซ๐จ๐ฆ๐จ๐ซ๐ฉ๐ก๐ข๐ฌ๐ฆ
  • ๐“๐š๐ฌ๐ค-๐จ๐ซ๐ข๐ž๐ง๐ญ๐š๐ญ๐ข๐จ๐ง
43
Q

what are the four levels of analytical intelligence?

A
  • ๐ฆ๐ž๐œ๐ก๐š๐ง๐ข๐œ๐š๐ฅ; routine & repeated tasks
  • ๐š๐ง๐š๐ฅ๐ฒ๐ญ๐ข๐œ๐š๐ฅ; information processing for analytics, problem solving & machine learning
  • ๐ข๐ง๐ญ๐ฎ๐ข๐ญ๐ข๐ฏ๐ž; complex info processing, think creatively & holistically in novel situations
  • ๐ž๐ฆ๐ฉ๐ก๐š๐ญ๐ข๐œ; read, understand & respond, they can surface act
44
Q

what are the 6 building blocks of the GAPS model for service? & what are the 5 GAPS?
draw it

A

๐„๐ฑ๐ฉ๐ž๐œ๐ญ๐ž๐ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž
๐๐ž๐ซ๐œ๐ž๐ข๐ฏ๐ž๐ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž
๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐๐ž๐ฅ๐ข๐ฏ๐ž๐ซ๐ฒ
๐„๐ฑ๐ญ๐ž๐ซ๐ง๐š๐ฅ ๐œ๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐œ๐š๐ญ๐ข๐จ๐ง๐ฌ ๐ญ๐จ ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ๐ฌ
๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ-๐๐ซ๐ข๐ฏ๐ž๐ง ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐๐ž๐ฌ๐ข๐ ๐ง๐ฌ & ๐ฌ๐ญ๐š๐ง๐๐š๐ซ๐๐ฌ
๐‚๐จ๐ฆ๐ฉ๐š๐ง๐ฒ ๐ฉ๐ž๐ซ๐œ๐ž๐ฉ๐ญ๐ข๐จ๐ง๐ฌ ๐จ๐Ÿ ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ ๐ž๐ฑ๐ฉ๐ž๐œ๐ญ๐š๐ญ๐ข๐จ๐ง๐ฌ

To close gap 5, we need to close the other 4 gaps
๐†๐š๐ฉ ๐Ÿ = not knowing what customers expect
๐†๐š๐ฉ ๐Ÿ = not selecting the right service quality designs & standards
๐†๐š๐ฉ ๐Ÿ‘ = Not delivering to service designs & standards
๐†๐š๐ฉ ๐Ÿ’ = Not matching performance to promises
๐†๐š๐ฉ ๐Ÿ“ = The difference between customer expectations & perceptions (disconfirmation paradigm)

45
Q

What are 6 theories we have seen in this course?

A

-๐ซ๐จ๐ฅ๐ž/๐ฌ๐œ๐ซ๐ข๐ฉ๐ญ ๐ญ๐ก๐ž๐จ๐ซ๐ข๐ž๐ฌ; customers & employees take on roles in service encounter (role set, rapport, reciprocity)
-๐ซ๐ž๐ฌ๐จ๐ฎ๐ซ๐œ๐ž ๐๐ž๐ฉ๐ž๐ง๐๐ž๐ง๐œ๐ฒ ๐ญ๐ก๐ž๐จ๐ซ๐ฒ; info on customer needs=resource, cooperation=gold
-๐ฌ๐ญ๐ข๐ฆ๐ฎ๐ฅ๐ฎ๐ฌ-๐จ๐ซ๐ ๐š๐ง๐ข๐ฌ๐ฆ-๐ซ๐ž๐ฌ๐ฉ๐จ๐ง๐ฌ๐ž ๐ญ๐ก๐ž๐จ๐ซ๐ฒ; for the servicescape
-๐๐ข๐ฌ๐œ๐จ๐ง๐Ÿ๐จ๐ซ๐ฆ๐š๐ญ๐ข๐จ๐ง ๐ฉ๐š๐ซ๐š๐๐ข๐ ๐ฆ; expectations vs. reality (placebo & anchoring)
-๐’๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐๐จ๐ฆ๐ข๐ง๐š๐ง๐ญ ๐ฅ๐จ๐ ๐ข๐œ
-๐š๐ญ๐ญ๐ซ๐ข๐›๐ฎ๐ญ๐ข๐จ๐ง ๐ญ๐ก๐ž๐จ๐ซ๐ฒ; customers seek causal explanations for service
performance

46
Q

What are 4 capabilities needed to configure servitization?

A

๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐๐ž๐ฉ๐ฅ๐จ๐ฒ๐ฆ๐ž๐ง๐ญ ๐œ๐š๐›๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ = ability to develop new service offerings that create value for customers
๐ง๐ž๐ญ๐ฐ๐จ๐ซ๐ค ๐ฆ๐š๐ง๐š๐ ๐ž๐ฆ๐ž๐ง๐ญ ๐œ๐š๐›๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ = effective management & knowledge sharing with network partners in the service delivery network
๐Œ๐š๐ฌ๐ฌ ๐ฌ๐ž๐ซ๐ฏ๐ข๐œ๐ž ๐œ๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ข๐ณ๐š๐ญ๐ข๐จ๐ง ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ = ability to effectively offer a high volume of different product services
๐ƒ๐ข๐ ๐ข๐ญ๐ข๐ฅ๐ข๐ณ๐š๐ญ๐ข๐จ๐ง ๐œ๐š๐ฉ๐š๐›๐ข๐ฅ๐ข๐ญ๐ฒ = advanced ability to use smart & connected physical products + data-analytics to facilitate development & delivery of services

47
Q

what are the 4 factors that determine technology adoption?

A

For employees;

  • ๐ญ๐ž๐œ๐ก๐ง๐จ๐ฅ๐จ๐ ๐ข๐œ๐š๐ฅ ๐Ÿ๐š๐œ๐ญ๐จ๐ซ๐ฌ (TAM, sRAM)
  • ๐ข๐ง๐๐ข๐ฏ๐ข๐๐ฎ๐š๐ฅ ๐Ÿ๐š๐œ๐ญ๐จ๐ซ๐ฌ (self-efficacy, technological readiness, education, age)
  • ๐จ๐ซ๐ ๐š๐ง๐ข๐ณ๐š๐ญ๐ข๐จ๐ง๐š๐ฅ ๐Ÿ๐š๐œ๐ญ๐จ๐ซ๐ฌ (training, support, service climate)
  • ๐ฌ๐จ๐œ๐ข๐š๐ฅ ๐Ÿ๐š๐œ๐ญ๐จ๐ซ๐ฌ (subjective norms)

In B2B itโ€™s largely the same, but we have the 4 moderators for SICโ€™s aswell

48
Q

what are some charachteristics of the ๐ฌ๐œ๐ก๐ฎ๐ฆ๐ฉ๐ž๐ญ๐ž๐ซ๐ข๐š๐ง & ๐ง๐ž๐จ-๐ฌ๐œ๐ก๐ฎ๐ฆ๐ฉ๐ž๐ญ๐ž๐ซ๐ข๐š๐ง view on NSD?

A

๐ฌ๐œ๐ก๐ฎ๐ฆ๐ฉ๐ž๐ญ๐ž๐ซ๐ข๐š๐ง

  • linear models
  • only 3 types of innovation
  • large companies innovate

๐ง๐ž๐จ-๐ฌ๐œ๐ก๐ฎ๐ฆ๐ฉ๐ž๐ญ๐ž๐ซ๐ข๐š๐ง

  • innovation is recursive, many sidesteps & continouos
  • many different kinds of innovations exist
  • many people & parties involvedโ€“>open innovation & social activity
49
Q

services

A

the application of competences for the benefit of another

50
Q

what 4 factors make up the role set expectations?

A

organizational
leader
peer
customer

TU/e MSc innovation management (9 decks)

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