Question 1

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) :

Accepted Answer

A)   Customer action
B)   Onstage contact employee action
C)   Backstage contact employee action
D)   Support process
E)   Audience actionF) C) and E)
G) B) and D)

Question 2

What is the first step in the new-service development process?

Accepted Answer

Business s...

Question 3

In a Federal Express overnight delivery service blueprint,which of the following is an example of an onstage contact employee action?

Accepted Answer

A)   Package is flown to destination
B)   Federal Express driver picks up package from customer
C)   Federal Express driver drops off package at airport
D)   Customer prepares package for Federal Express driver
E)   Federal Express telephone service representative receives order from customerF) A) and E)
G) D) and E)

Question 4

What is the last stage of the new-service development process?

Accepted Answer

Post intro...

Question 5

The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.

Accepted Answer

A) True 
 B)False

Question 6

What are the two important considerations for service innovation?

Accepted Answer

(1)Involve customers...

Question 7

The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment.Cirque du is an example of a:

Accepted Answer

A)   Major innovation
B)   New service for the currently served market
C)   Service line extension
D)   Service improvement
E)   Style changeF) A) and D)
G) C) and D)

Question 8

The last step of building a service blueprint is to add the physical evidence of the service.

Accepted Answer

A) True 
 B)False

Question 9

A retail store manager instructed two new sales associates to greet customers quickly when they enter the store.On the first day the sales associates are working on the selling floor,one sales associate greets customers immediately after they enter the store,while the other associate greets customers after they have looked around for a minute or two.Which of the following risks incurred by describing services in words alone has led to the sales associates greeting customers at different time intervals?

Accepted Answer

A)   Overcautious
B)   Ostentation
C)   Objectivity
D)   Biased interpretation
E)   TransformationF) D) and E)
G) A) and C)

Question 10

The first step in the new service-development process is:

Accepted Answer

A)   Idea generation
B)   New-services strategy development
C)   Business analysis
D)   Business strategy development or review
E)   Concept development and evaluationF) A) and B)
G) All of the above

Question 11

What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

Accepted Answer

Service li...

Question 12

______ are the most common types of new services.

Accepted Answer

A)   Major innovations
B)   Start-up businesses
C)   Service line extensions
D)   Service improvements
E)   Style changesF) A) and D)
G) C) and D)

Question 13

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 by 2014.KFC has developed a growth strategy emphasizing:

Accepted Answer

A)   Share building
B)   Market development
C)   Service development
D)   Diversification
E)   Market integrationF) A) and D)
G) B) and E)

Question 14

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Accepted Answer

Service de...

Question 15

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

Accepted Answer

A)   As a whole
B)   Vertically,from the top to the bottom
C)   From left to right
D)   Vertically,from the bottom to the top
E)   From right to leftF) B) and C)
G) C) and D)

Question 16

It is often useful to create a service blueprint at the ___________ stage of the service innovation and development process.

Accepted Answer

A)   Commercialization
B)   Business analysis
C)   New services strategy development
D)   Service concept development and evaluation
E)   Idea generationF) A) and D)
G) All of the above

Question 17

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

Accepted Answer

A)   As a whole picture of the service process
B)   Vertically
C)   From left to right only
D)   Horizontally
E)   From right to left onlyF) A) and C)
G) A) and E)

Question 18

What are the four risks incurred when services are described in words alone?

Accepted Answer

Oversimplification,i...

Question 19

Simone called the Puppy Heaven Kennel to reserve a kennel for her German Shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n) :

Accepted Answer

A)   Customer action
B)   Onstage contact employee action
C)   Backstage contact employee action
D)   Support process
E)   Audience actionF) B) and E)
G) None of the above

Question 20

What kind of growth strategy is Procter and Gamble pursuing as it ventures into services such as Tide Dry Cleaners and Mr.Clean Car Washes?

Accepted Answer

The answer of What kind of growth strategy is Procter...

Exam 8: Service Innovation and Design

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Correct Answer
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What is the first step in the new-service development process?

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Business s...
View Answer

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Correct Answer
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Service de...
View Answer

What are the two important considerations for service innovation?

Correct Answer
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(1)Involve customers...
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In a Federal Express overnight delivery service blueprint,which of the following is an example of an onstage contact employee action?

Correct Answer
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What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

Correct Answer
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Service li...
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What is the last stage of the new-service development process?

Correct Answer
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Post intro...
View Answer

______ are the most common types of new services.

Correct Answer
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Simone called the Puppy Heaven Kennel to reserve a kennel for her German Shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n) :

Correct Answer
verified

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

Correct Answer
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The last step of building a service blueprint is to add the physical evidence of the service.

Correct Answer
verified

The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.

Correct Answer
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The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment.Cirque du is an example of a:

Correct Answer
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What are the four risks incurred when services are described in words alone?

Correct Answer
verified
Oversimplification,i...
View Answer

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) :

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

Correct Answer
verified

The first step in the new service-development process is:

Correct Answer
verified

It is often useful to create a service blueprint at the ___________ stage of the service innovation and development process.

Correct Answer
verified

What kind of growth strategy is Procter and Gamble pursuing as it ventures into services such as Tide Dry Cleaners and Mr.Clean Car Washes?

Correct Answer
verified

Exam 8: Service Innovation and Design

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What is the first step in the new-service development process?

Correct AnswerverifiedBusiness s...View AnswerShow Answer

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

Correct AnswerverifiedService de...View AnswerShow Answer

What are the two important considerations for service innovation?

Correct Answerverified(1)Involve customers...View AnswerShow Answer

In a Federal Express overnight delivery service blueprint,which of the following is an example of an onstage contact employee action?

Correct AnswerverifiedShow Answer

What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

Correct AnswerverifiedService li...View AnswerShow Answer

What is the last stage of the new-service development process?

Correct AnswerverifiedPost intro...View AnswerShow Answer

______ are the most common types of new services.

Correct AnswerverifiedShow Answer

Simone called the Puppy Heaven Kennel to reserve a kennel for her German Shepherd while she went on vacation.In terms of the service blueprint,Simone's telephone call is an example of a(n) :

Correct AnswerverifiedShow Answer

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

Correct AnswerverifiedShow Answer

The last step of building a service blueprint is to add the physical evidence of the service.

Correct AnswerverifiedShow Answer

The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.

Correct AnswerverifiedShow Answer

The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment.Cirque du is an example of a:

Correct AnswerverifiedShow Answer

What are the four risks incurred when services are described in words alone?

Correct AnswerverifiedOversimplification,i...View AnswerShow Answer

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) :

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The first step in the new service-development process is:

Correct AnswerverifiedShow Answer

It is often useful to create a service blueprint at the ___________ stage of the service innovation and development process.

Correct AnswerverifiedShow Answer

What kind of growth strategy is Procter and Gamble pursuing as it ventures into services such as Tide Dry Cleaners and Mr.Clean Car Washes?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Business s...
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Service de...
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(1)Involve customers...
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Correct Answer
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Service li...
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Post intro...
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Oversimplification,i...
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Correct Answer
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