SERVICE MANAGEMENT 10 FULL REVISION
NOTES WITH OPERATIONS STRATEGY AND
PROCESS DESIGN CONCEPTS
◉ Jane manages a small-town movie theater. Her boss allows her to
compensate up to $25, in addition to refunds, to resolve customer
complaints. This is an example of...
Answer: empowerment
◉ Happy Cruises promises to authorize a full refund if 100%
satisfaction is not met while on vacation. This is an example of a
service....
Answer: guarantee
◉ The perceptions of a firm and its goods and/or services is created
at the __________ stage.
Answer: service-encounter design
◉ ____________ is the first step that LensCrafters uses to integrate
goods and services.
Answer: strategic mission
,◉ The _____ of the House of Quality shows the interrelationships
between any pair of technical features.
Answer: roof
◉ The critical differences between the designs of goods and services
lie in the:
Answer: detailed product and process design phases
◉ In the context of the servicescape, in the service-delivery system
design, building footprints are examples of:
Answer: spatial layout and functionality
◉ In the context of service-encounter design, high-contact systems
would most commonly be found in:
Answer: front office operations
◉ David runs a bed and breakfast in the outskirts of a big city. His
employees are allowed to spend up to $200 to resolve any customer
complaints, with no questions asked. This is an example of:
Answer: empowerment
◉ The _____ provides the behavioral setting where service
encounters take place.
Answer: servicescape
, ◉ Which of the following is true of the House of Quality?
Answer: it contains key selling points and features
◉ Unlike the customer benefit package design and configuration
stage of designing goods and services, the detailed goods, services,
and process design:
Answer: focuses on implementation
◉ The bottom of a House of Quality identifies the technical features
that:
Answer: have the strongest relationships to customer requirements
◉ In the context of quality function deployment, one of the first
steps to build the House of Quality is to:
Answer: identify the technical features of the design of the product
◉ For manufactured goods, design blueprints specify a target
dimension, along with a range of permissible variation called the
_____.
Answer: tolerance
◉ Jones and Johnson, a law firm, is expanding to incorporate three
conference rooms and two executive waiting lounges in its office.
NOTES WITH OPERATIONS STRATEGY AND
PROCESS DESIGN CONCEPTS
◉ Jane manages a small-town movie theater. Her boss allows her to
compensate up to $25, in addition to refunds, to resolve customer
complaints. This is an example of...
Answer: empowerment
◉ Happy Cruises promises to authorize a full refund if 100%
satisfaction is not met while on vacation. This is an example of a
service....
Answer: guarantee
◉ The perceptions of a firm and its goods and/or services is created
at the __________ stage.
Answer: service-encounter design
◉ ____________ is the first step that LensCrafters uses to integrate
goods and services.
Answer: strategic mission
,◉ The _____ of the House of Quality shows the interrelationships
between any pair of technical features.
Answer: roof
◉ The critical differences between the designs of goods and services
lie in the:
Answer: detailed product and process design phases
◉ In the context of the servicescape, in the service-delivery system
design, building footprints are examples of:
Answer: spatial layout and functionality
◉ In the context of service-encounter design, high-contact systems
would most commonly be found in:
Answer: front office operations
◉ David runs a bed and breakfast in the outskirts of a big city. His
employees are allowed to spend up to $200 to resolve any customer
complaints, with no questions asked. This is an example of:
Answer: empowerment
◉ The _____ provides the behavioral setting where service
encounters take place.
Answer: servicescape
, ◉ Which of the following is true of the House of Quality?
Answer: it contains key selling points and features
◉ Unlike the customer benefit package design and configuration
stage of designing goods and services, the detailed goods, services,
and process design:
Answer: focuses on implementation
◉ The bottom of a House of Quality identifies the technical features
that:
Answer: have the strongest relationships to customer requirements
◉ In the context of quality function deployment, one of the first
steps to build the House of Quality is to:
Answer: identify the technical features of the design of the product
◉ For manufactured goods, design blueprints specify a target
dimension, along with a range of permissible variation called the
_____.
Answer: tolerance
◉ Jones and Johnson, a law firm, is expanding to incorporate three
conference rooms and two executive waiting lounges in its office.
