CHAPTER 8(Multiple Choice)

Question 1

map customer, employee, and service-system
interactions. They show the full customer journey from service initiation to
final delivery of the desired benefit, which can include many steps and
service employees from different departments.

Answer 1

Service blueprints

Question 2

are where there is a risk of things going wrong and affecting
service quality. _________ should be designed out of a process (e.g., via
the use of poka-yokes), and firms should have backup plans for failures
that are not preventable.

Answer 2

Fail points

Question 3

—. These can then either be designed out
of the process, or if that is not always possible, firms can implement
strategies to make waits less unpleasant for customers.

Answer 3

Identifying customer waits

Question 4

where the main purpose of the service encounter is accomplished, such as enjoying the food and drinks in a restaurant.

Answer 4

In-process stage

Question 5

_________ coined the acronym
____________ to
stress the importance of thinking
through all the things that might go
wrong in the delivery of a particular
service.
It’s only by identifying all the possible
OTSUs associated with a particular
process that service managers can
put together a delivery system that is
designed to avoid such problems

Answer 5

David Maister

OTSU (“opportunity to screw up”)

Question 6

____ roughly means “avoid unexpected surprises” or “avoid
blunders” in Japanese. In English, a _________is sometimes referred to as
“mistake-proof” or “foolproof.” Essentially, a _______ is a safeguard that
prevents a process from proceeding to the next step until the proper
conditions have been met. Server ________ ensure that service employees do things correctly, as
asked, in the right order and at the right speed.

Answer 6

Poka-yokes

Question 7

is the ultimate form of
customer involvement in service
production

Answer 7

Self-service

Question 8

“A customer who behaves in a
thoughtless or abusive fashion,
causing problems for the firm itself,
employees, or other customers”.

Answer 8

“Jaycustomer”

Question 9

– seeks to avoid paying for
service/ manipulates

Answer 9

The Thief

Question 10

– ignores rules of
social behavior and/or procedures for safe,
efficient use of service.

Answer 10

The Rule breaker

Question 11

– fails to pay bills on time

Answer 11

The Deadbeat

Question 12

– angrily abuses
service personnel (and sometimes other
customers) physically and/or emotionally

Answer 12

The Belligerent

Question 13

– a sub-category
of belligerents who get into arguments
with other customers mostly their own
family members, and spoil the scene
around

Answer 13

The Family Feuders

Question 14

– consciously damages
physical facilities, furnishings, and
equipment

Answer 14

The Vandal