Chapter 9 Service Processes

Question 1

whats the focal point of all decisions and actions of the service organization

Answer 1

the customer

Question 2

what are the 3 things that put the customer first in the service triangle

Answer 2

1. the service strategy
2. support systems
3. employees

Question 3

a bundle of goods and services that is provided in some environment

Answer 3

service bundle

Question 4

the physical resources that must be in place before a service can be offered (internet website, golf course, ski lift
which feature to a service package is this ?

Answer 4

supporting facillity

Question 5

the material purchased or consumed by the buyer or the items provided to the customer (golf clubs, skis, beverages)
which feature to a service package is this ?

Answer 5

facilitating goods

Question 6

operations data or information that is provided to the customer, to enable efficient and customized services (detail descriptions of the items offered, tee-off times, weather reports)
which feature to a service package is this ?

Answer 6

information

Question 7

the benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service (response time of an ambulance, air conditioning in a hotel room
which feature to a service package is this ?

Answer 7

explicit services

Question 8

psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service (status of a degree from an ivy league school, the privacy of a loan office)
which feature to a service package is this ?

Answer 8

implicit services

Question 9

the physical presence of the customer in the system

Answer 9

customer contact

Question 10

the work process involved in providing the service itself

Answer 10

creation of the service

Question 11

the percentage of time the customer must be in the system relative to the total time needed to perform the customer service

Answer 11

extent of contact

Question 12

the physical presence of the customer in the system and the percentage of time the customer must be in the system relative to the total time it takes to perform the service

Answer 12

high degree of customer contact

Question 13

a firm that creates value by enabling the exchange of information and processing of transactions between consumers and providers of a service or product

Answer 13

web platform business

Question 14

does not own the inventory

Answer 14

platform business

Question 15

1. The front end and the back end of the encounter are not created equal
2. Segment the pleasure; combine the pain
3. Let the customer control the process
4. Pay attention to norms and rituals
5. People are easier to blame than systems
6. Let the punishment fit the crime in service recovery

Answer 15

6 behaviorally based principles for service encounter design and management

Question 16

a promise of service satisfaction backed up by a set of actions that must be taken to fulfill the promise
Service blueprint

Answer 16

service guarantees

Question 17

the flowchart of a service process, emphasizing what is visible and what is not visible to the customer

Answer 17

service blueprint

Question 18

procedures that prevent mistakes from becoming defects. They are commonly found in manufacturing but also can be used in service processes

Answer 18

poke-yokes