There are steps service firms can take to increase quality control. Which of the following involves preparing a service blueprint?
A) monitor customer satisfaction
B) standardize the service-performance process
C) invest in good training procedures
D) invest in good hiring procedures.
E) reduce customer contact points

Question

Quizplus · Accepted Answer

Preparing a service blueprint involves laying out the steps involved in delivering a service, which can help identify areas where quality control can be improved and where standardization can be implemented. Monitoring customer satisfaction involves collecting feedback from customers, investing in good training procedures and good hiring procedures involve ensuring that employees are well prepared to deliver high-quality service, and reducing customer contact points can help streamline the service process but does not directly address quality control.

There Are Steps Service Firms Can Take to Increase Quality