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| 1 | |
The 'line' that separates the front office from the back office in a service blueprint is called the 'horizon line'. |
| | A) | True |
| | B) | False |
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| 2 | |
The Taxonomy of Service Processes does not have an example service that simultaneously is highly divergent, people processing, and indirect customer contact. |
| | A) | True |
| | B) | False |
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| 3 | |
'Self-service', 'customer as coproducer' and 'customer empowerment' can be synonymous. |
| | A) | True |
| | B) | False |
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| 4 | |
Intellectual property rights are exclusive rights over patents. |
| | A) | True |
| | B) | False |
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| 5 | |
In the NSD Process Cycle, analysis follows development and precedes design. |
| | A) | True |
| | B) | False |
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| 6 | |
Delta Airlines introduction of ATM-like boarding pass kiosks at airport terminals is an example of a service line extension. |
| | A) | True |
| | B) | False |
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| 7 | |
Which of the following does not describe one or more aspects of the new service development process? |
| | A) | Innovations can be described as 'radical' or 'incremental.' |
| | B) | Ideas for services can arise from customers, employees or managers and can be precipitated by changes in information, demographics or technology. |
| | C) | Several factors, including the need to train and a natural resistance to change, hamper the adoption of many service innovations. |
| | D) | Due to the impersonal nature of technology, attempts to use automation in the back office normally fail. |
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| 8 | |
Which of the following is not a benefit derived from developing a service blueprint? |
| | A) | Aids in identifying points of interest in the service, such as where customers will wait or where mistakes may be made. |
| | B) | Aids in forecasting new service demand. |
| | C) | Transforms an idea into a more physical reality. |
| | D) | Clearly separates the front office from the back office, showing where particular care must be taken in order to exceed (and shape) customer expectations. |
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| 9 | |
____________ is not a category of intellectual property. |
| | A) | An invention for personal use |
| | B) | A trademark |
| | C) | A trade secret |
| | D) | Industrial design rights |
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| 10 | |
Which of the following is the greatest challenge to adopting new technology in services? |
| | A) | customer acceptance |
| | B) | need for standardization |
| | C) | imitation by competitors |
| | D) | retraining employees |
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| 11 | |
In order to successfully implement a production-line approach for a service, that service must be standardized. The role of the manager is to |
| | A) | create clear division of labor. |
| | B) | limit discretionary actions of the personnel. |
| | C) | substitute technology for people. |
| | D) | All of the above |
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| 12 | |
The structural design elements include all but one of the following. |
| | A) | Service encounter |
| | B) | Delivery system |
| | C) | Location |
| | D) | Capacity planning |
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