Which of the following is not a principle on which service experience design is based?

a) Theme the experience b) Eliminate negative cues c) Mix in memorabilia d) Encourage customer feedback In Frei's article, she argues that customers are not just open wallets at the end of the supply chain. Customers can disrupt your operations. One of her recommendations is for business to attempt which of the following strategies? a. b. c. d. Be patient with customers because they are generally correct about what they perceive in your business operations. Try to best accommodate or reduce customer variability. Change your business practices to pursue a low cost strategy. Expand as many options as possible for the customer to give them more choices.

__________ and __________ are among many of the unique characteristics of services that are interrelated. a. b. c. d. Inventory stock-out, time Supply, demand Customer participation, perishability Capacity, time

A difficult economic environment exists for service industries for all but one of the following reasons. a. b. c. d. Relatively high overall entry barriers Product substitution Minimal opportunities for economies of scale Exit barriers

Division of labor is the central concept of a. b. c. d. industrial societies. preindustrial societies. agrarian societies. postindustrial societies.

Referencing Frei's article, when a company faces customer induced variability, they have two choices - to accommodate or to reduce it. Which of the following is true? a. b. c. d. Low cost service providers will typically try to accommodate customer variability. High cost service providers will typically try to reduce customer variability. Low cost service providers will typically try to reduce customer variability. None of the statements are true.

Which of the following features does not illustrate a contribution that the customer can make in the delivery of services? e) f) g) h) Substitution of customer labor for provider labor Smoothing service demand Service standardization None of the statements are correct

In reference to Frei's article, which of the following characteristics are typically exhibited by successful service firms? a. b. c. d. They develop a funding mechanism which allows them to outshine their competitors. They consider the preferences of customers when designing employee training programs. They sometimes hire individuals with a low aptitude, as long as they have a positive attitude. All of the statements are correct.

Which of the following is not a feature of the new experience economy? a. b. c. d. The experience is memorable The experience is customized The customer is treated as a guest The experience is staged

Referencing Frei's article, when a company faces customer induced variability, they have two choices - to accommodate or to reduce it. Which of the following is true? a. b. c. d. Low cost service providers will typically try to accommodate customer variability. High cost service providers will typically try to reduce customer variability. Low cost service providers will typically try to reduce customer variability. None of the statements are true.

Which of the following features does not illustrate a contribution that the customer can make in the delivery of services? a. b. c. d. Substitution of customer labor for provider labor Smoothing service demand Service standardization None of the statements are correct

In reference to Frei's article, which of the following characteristics are typically exhibited by successful service firms? a. b. c. d. They develop a funding mechanism which allows them to outshine their competitors. They consider the preferences of customers when designing employee training programs. They sometimes hire individuals with a low aptitude, as long as they have a positive attitude. All of the statements are correct.

Frei argues that a manufacturing environment is different than a service environment. What makes service different than manufacturing? a. b. c. d. There is no real difference between the two. Manufacturing has more variables than a service offering and is therefore more complex. Customer judge the quality of their experience in large part by how much variability is accommodated. Service has more variables than a manufacturing environment and is therefore more complex.

__________ and __________ are among many of the unique characteristics of services that are interrelated. a. b. c. Inventory stock-out, time Supply, demand Customer participation, perishability

d.

Capacity, time

Capital decisions, technological advances, and managing demand are some managerial challenges for a a. b. c. d. service factory. service delivery. mass service. professional service.

Which of the following is not a feature of the new experience economy? a. b. c. d. The experience is memorable The experience is customized The customer is treated as a guest The experience is staged

In Frei's article, she argues that customers are not just open wallets at the end of the supply chain. Customers can disrupt your operations. One of her recommendations is for business to attempt which of the following strategies? a. b. c. d. Be patient with customers because they are generally correct about what they perceive in your business operations. b. Try to best accommodate or reduce customer variability. c. Change your business practices to pursue a low cost strategy. Expand as many options as possible for the customer to give them more choices.

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be a. b. c. d. a stay in a hotel. an investment advising session. a fortune telling session. a full-service car wash.

Division of labor is the central concept of a. b. c. d. industrial societies. preindustrial societies. agrarian societies. postindustrial societies

A difficult economic environment exists for service industries for all but one of the following reasons. a. b. c. d. Relatively high overall entry barriers Product substitution Minimal opportunities for economies of scale Exit barriers

Which of the following is not a principle on which service experience design is based? a. b. c. the ability to service a very wide range of customer types. internal support services which are customized for each service model. highly directive leaders who are willing to exert strong control over subordinates.

d.

informal processes for transferring knowledge.

According to Frei, successful Multifocused Firms tend to have Of the items below, the most interactive element in the service blueprint of a fitness facility is a. b. c. d. : the choice of music played. the amount and type of exercise equipment. the attention given to prospective members on their initial visit. the cleanliness of the locker rooms.

Which of the following is not a service design element? a. b. c. d. Capacity planning Managing capacity and demand Market research Information