Question 1

Vertical lines cutting across the line of internal interaction represent internal service encounters.

Accepted Answer

Vertical lines cutting across the line of internal interaction represent internal service encounters.

Question 2

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

Accepted Answer

The answer of If the purpose of the service blueprint...

Question 3

New service development is typically a linear process.

Accepted Answer

New service development is not typically a linear process. It often involves iterations and feedback loops as ideas are refined and tested with customers before a final product or service is launched.

Question 4

When a hospital with formerly monochromatic walls added murals honoring fire fighters and police officers,it would be an example of a service improvement.

Accepted Answer

Adding murals is an aesthetic enhancement or environmental improvement, not a direct improvement to the medical or healthcare services provided by the hospital.

Question 5

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

Accepted Answer

When redesigning a service using a service blueprint, it is important to look at the entire process as a whole. This will allow for a comprehensive understanding of all the steps involved in the service delivery and identify areas that need improvement or optimization. Examining the blueprint vertically, horizontally, or in any other direction may provide insight into specific aspects of the service, but it may miss the bigger picture. Therefore, the best choice is to examine the blueprint as a whole.

Question 6

After a service firm maps the service process from the customer's point of view,the next step in building a service blueprint is to:
A) Draw the lines of interaction and visibility
B) Link customer and contact person activity to needed support function
C) Map the service process from the customer contact person's point of view
D) Identify the physical evidence needed to support service quality
E) Add evidence of service at each customer step

Accepted Answer

Drawing the lines of interaction and visibility is the next step after mapping the service process from the customer's perspective. This helps in visually distinguishing between the front-stage and back-stage activities and interactions in the service process.

Question 7

When creating a blueprint for a technology-delivered self service,a row labeled "onstage technology" can be added to the blueprint:
A) Only in place of the onstage contact employee action row
B) Only in addition to the onstage contact employee action row
C) Either in place of or in addition to the onstage contact employee action row
D) Above the physical evidence row
E) Below the support process row

Accepted Answer

The "onstage technology" row can be added either in place of or in addition to the "onstage contact employee action" row. This is because the technology-delivered self-service is the main feature of the blueprint, and it needs to be included in the blueprint. The other rows, such as physical evidence and support process, can remain in their respective positions.

Question 8

If the purpose of the service blueprint is to understand the customer's view of the process,the blueprint should be analyzed:
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 left

Accepted Answer

The answer of If the purpose of the service blueprint...

Question 9

When Wendy's extended its hours of operation on Friday and Saturday nights to provide 24-hour fast-food service,it was an example of a service development growth strategy.

Accepted Answer

Extending hours of operation to provide 24-hour service is an example of a market development strategy, as it aims to attract new customers or serve existing customers in a new way, rather than developing a new service.

Question 10

On the service blueprint,the line of visibility separates all contact employee actions that are visible to the customer from those that are not.

Accepted Answer

The line of visibility is a key component of the service blueprint, and it indicates the point at which all contact employee actions become visible to the customer. This helps to ensure that the customer's experience is consistent and that they are aware of everything that is happening as part of the service delivery process. Therefore, the statement is true.

Question 11

In a service blueprint,the line of visibility separates:
A) Customer actions from onstage contact employee actions
B) Backstage contact employee actions from support processes
C) Onstage contact employee actions from backstage contact employee actions
D) Onstage contact employee actions from support processes
E) Customer actions from backstage contact employee actions

Accepted Answer

The line of visibility in a service blueprint separates the actions performed by the onstage contact employees (such as servers in a restaurant) from those performed by the backstage contact employees (such as chefs in the kitchen). This helps to identify where and how the customer interacts with the service and allows for better management and optimization of the service process. The other options are incorrect as they do not accurately describe what the line of visibility represents in a service blueprint.

Question 12

In the post introduction evaluation stage of the new-service development process,information gathered during commercialization of the service can be reviewed and changes made based on actual market response to the offering.

Accepted Answer

During the post introduction evaluation stage, information gathered during commercialization is reviewed and changes can be made based on actual market response to the offering.

Question 13

When a day care center added an after-school program for first through third graders,it was an example of a service line extension.

Accepted Answer

A service line extension is when a business adds a new service or product that is related to their current offerings. In this case, the day care center added an after-school program that is related to their current service of caring for children during the day.

Question 14

Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.

Accepted Answer

Market testing is done to test the operational details of a new service before a full-scale launch. It helps to identify any issues or problems and allows for improvements to be made before the service is made available to a larger audience.

Question 15

Service providers need some formal mechanism to ensure ongoing idea generation.

Accepted Answer

Service providers need a formal mechanism to ensure ongoing idea generation to stay competitive, meet customer needs, and innovate new solutions. This can be achieved through various methods such as brainstorming sessions, user feedback and idea submissions, suggestion boxes, hackathons, and continuous training and development programs.

Question 16

The last step in building a service blueprint is to:
A) Draw the line of interaction and visibility
B) Identify the physical evidence needed to support service quality
C) Map the service process from the customer contact person's point of view
D) Link customer and contact person activity to needed support function
E) Add evidence of service at each customer step

Accepted Answer

The answer of The last step in building a service...

Question 17

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

Accepted Answer

The answer of The loading of passengers' baggage onto an...

Question 18

Which of the following is NOT a demonstrated benefit of service blueprinting?
A) Providing a platform for innovation
B) Recognizing roles and interdependencies among functions,people,and organizations
C) Designing moments of truth from the customer's point of view
D) Clarifying competitive positioning
E) All of the above are demonstrated benefits of blueprinting.

Accepted Answer

The answer of Which of the following is NOT a...

Question 19

In a service blueprint,the line of internal interaction separates:
A) Customer actions from onstage contact employee actions
B) Backstage contact employee actions from support processes
C) Onstage contact employee actions from backstage contact employee actions
D) Onstage contact employee actions from support processes
E) Customer actions from backstage contact employee actions

Accepted Answer

The answer of In a service blueprint,the line of internal...

Question 20

Words alone are often more than adequate for describing services such as financial portfolio management.

Accepted Answer

While words can certainly describe financial portfolio management services to an extent, often visual aids and examples are needed to fully understand the services offered and the potential outcomes. Numeric data and visualizations can also be very helpful in understanding financial portfolio management.

Quiz 8: Service Innovation and Design

Vertical lines cutting across the line of internal interaction represent internal service encounters.

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:

New service development is typically a linear process.

When a hospital with formerly monochromatic walls added murals honoring fire fighters and police officers,it would be an example of a service improvement.

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

After a service firm maps the service process from the customer's point of view,the next step in building a service blueprint is to:

When creating a blueprint for a technology-delivered self service,a row labeled "onstage technology" can be added to the blueprint:

If the purpose of the service blueprint is to understand the customer's view of the process,the blueprint should be analyzed:

When Wendy's extended its hours of operation on Friday and Saturday nights to provide 24-hour fast-food service,it was an example of a service development growth strategy.

On the service blueprint,the line of visibility separates all contact employee actions that are visible to the customer from those that are not.

In a service blueprint,the line of visibility separates:

In the post introduction evaluation stage of the new-service development process,information gathered during commercialization of the service can be reviewed and changes made based on actual market response to the offering.

When a day care center added an after-school program for first through third graders,it was an example of a service line extension.

Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.

Service providers need some formal mechanism to ensure ongoing idea generation.

The last step in building a service blueprint is to:

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

Which of the following is NOT a demonstrated benefit of service blueprinting?

In a service blueprint,the line of internal interaction separates:

Words alone are often more than adequate for describing services such as financial portfolio management.