1ZM55 - Service Innovation Management (SIM)

Question 1

What is the IHIP paradigm?

Answer 1

4 basic charachteristics of services
𝐢𝐧𝐭𝐚𝐧𝐠𝐢𝐛𝐢𝐥𝐢𝐭𝐲: no inventory or display
𝐇𝐞𝐭𝐞𝐫𝐨𝐠𝐞𝐧𝐞𝐢𝐭𝐲: Different for everyone & everytime
𝐈𝐧𝐬𝐞𝐩𝐞𝐫𝐚𝐛𝐢𝐥𝐢𝐭𝐲: Simultaneous production & consumption (customer part of production)
𝐏𝐞𝐫𝐢𝐬𝐡𝐚𝐛𝐢𝐥𝐢𝐭𝐲: no return of reselling, demand & supply hard to match

Question 2

Name the 7P’s of a service

Answer 2

𝐏𝐫𝐨𝐝𝐮𝐜𝐭; quality, packaging, warranties
𝐏𝐥𝐚𝐜𝐞: channels
𝐏𝐫𝐨𝐦𝐨𝐭𝐢𝐨𝐧: advertising
𝐏𝐫𝐢𝐜𝐞: price level, flexibility, discounts
𝐏𝐞𝐨𝐩𝐥𝐞: employees
𝐏𝐡𝐲𝐬𝐢𝐜𝐚𝐥 𝐞𝐯𝐢𝐝𝐞𝐧𝐜𝐞: servicescape
𝐏𝐫𝐨𝐜𝐞𝐬𝐬: service blueprint

Question 3

explain the 2 different logic types & their differences

Answer 3

𝐆𝐨𝐨𝐝𝐬 𝐝𝐨𝐦𝐢𝐧𝐚𝐧𝐭 𝐥𝐨𝐠𝐢𝐜 (𝐆𝐃𝐋)

• make & distribute things to sell
• value-adding, profit maximization, transactions

𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐝𝐨𝐦𝐢𝐧𝐚𝐧𝐭 𝐥𝐨𝐠𝐢𝐜 (𝐒𝐃𝐋)

• knowledge & skills are core competences
• value is created by customers

Question 4

what is the difference between operand & operant resources? Name the 3 types of resources in SDL & explain them

Answer 4

operan𝐝 = resources on which an act is performed (raw materials, machines, money)
-POR’s
-SOR’s
-GOR’s
operan𝐭= employed to act upon operand resources (knowledge, skills)
-Interconnected (IOR’s) [innovation management]
-Composite (COR’s) [market orientation]
-Basic (BOR’s) [human basic competencies]

Question 5

name 4 foundational premises of SDL

Answer 5

• goods are distribution mechanisms for services
• the customer is an operant resource & can be involved in the entire value chain
• Enterprises can only offer value propositions, the consumer determines value & participates in creating said value trough co-production
• Service provision & co-creation of value implies exchange is relational

Question 6

what is the DIKW hierarchy

Answer 6

Data
information
Knowledge
Wisdom

contextualises how entities at lower levels are shaped into entities at higher levels of the hierarchy

Question 7

industrial services

Answer 7

all services provided by manufacturing companies to organizational customers (independent from or combined with goods)
𝐛𝐫𝐞𝐚𝐝𝐭𝐡= the # of services offered
𝐝𝐞𝐩𝐭𝐡= the emphasis placed on each service/pro-actively offers its consumers

Question 8

what are the 9 elements of the Business model canvas (BMC)? & draw the BMC

Answer 8

𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐠𝐦𝐞𝐧𝐭𝐬 = the target audiences you plan to offer value with your products or services
𝐕𝐚𝐥𝐮𝐞 𝐩𝐫𝐨𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧𝐬 = how your customer segments will value from your unique offer and differentiate it from the competition
𝐂𝐡𝐚𝐧𝐧𝐞𝐥𝐬 = what channels will your value proposition be delivered trough
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 = how do you plan on keeping solid relationships with your customers
𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐬𝐭𝐫𝐞𝐚𝐦𝐬 = how will your value propositions bring in revenues from each target audience
𝐊𝐞𝐲 𝐫𝐞𝐬𝐨𝐮𝐫𝐜𝐞𝐬 = these are the assets available to the business that allow you to run operations effectively
𝐊𝐞𝐲 𝐚𝐜𝐭𝐢𝐯𝐢𝐭𝐢𝐞𝐬 = what operations are essential to succes
𝐊𝐞𝐲 𝐩𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩𝐬 = partnerships obtained through networking with the people that can help your business succeed
𝐂𝐨𝐬𝐭 𝐬𝐭𝐫𝐮𝐜𝐭𝐮𝐫𝐞 = all of the costs associated with a business

Question 9

name the 6 types in the typology for service offerings

Answer 9

𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (process+input) [engineering, training, simulation]
𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐀𝐯𝐚𝐢𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (process+ availability) [rental plans, service contracts]
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 (process + performance) [outcome-based contracts]
𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐀𝐯𝐚𝐢𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (product+availability) [PM, remote monitoring]
𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐥𝐢𝐟𝐞𝐜𝐲𝐜𝐥𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (product+ input) [spare parts, repairs, safety inspections]
𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (product+ performance) [customized software, reconditioning systems]

𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐟𝐨𝐜𝐮𝐬 = process VS. product-oriented
𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐦𝐨𝐝𝐞𝐥 = input VS. Availability VS. Performance bases

Question 10

name the 4 structures for NSD, describe what differentiates them & what their advantages are

Answer 10

𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬; innovative ideas
𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐭𝐞𝐚𝐦𝐬; optimal mix of expertise
𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐮𝐧𝐢𝐭𝐬 (𝐁𝐃𝐔); coordination & prioritization
𝐒𝐞𝐩𝐞𝐫𝐚𝐭𝐞 𝐑&𝐃 𝐮𝐧𝐢𝐭𝐬; efficiency & scalability

How high/low they are on; formalization, centralization, standardization & specialization is what differentiates them

Companies (can) combine multiple structures for different effects

Question 11

name 5 (main) challenges of servitization

Answer 11

𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐬𝐭𝐫𝐮𝐜𝐭𝐮𝐫𝐞; culture, collaboration & service expertise
𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐦𝐨𝐝𝐞𝐥; value proposition, costing & pricing
𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐩𝐫𝐨𝐜𝐞𝐬𝐬; customer engagement, performance measurement
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭; ownership transfer, value co-creation
𝐑𝐢𝐬𝐤 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭; financial risks, operational risks

All challenges negatively affect the benefits servitization brings, benefits that would positively affect business performance.

Question 12

what are the 5 components of the service blueprint & 3 lines? & draw it

Answer 12

𝐏𝐡𝐲𝐬𝐢𝐜𝐚𝐥 𝐞𝐯𝐢𝐝𝐞𝐧𝐜𝐞 = All tangibles the customer is exposed with, for each customer action & moment of truth
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐚𝐜𝐭𝐢𝐨𝐧𝐬 = Steps customers take in the service delivery process (depicted chronologically)
𝐕𝐢𝐬𝐢𝐛𝐥𝐞 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐚𝐜𝐭𝐢𝐨𝐧𝐬 = actions of FSE’s that occur as part of face-to-face encounters
𝐛𝐚𝐜𝐤𝐬𝐭𝐚𝐠𝐞 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐚𝐜𝐭𝐢𝐨𝐧𝐬 = all other FSE actions, both non-visible interactions (calls) & service preparation
𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 = Activities carried out by individuals and units within the company who are not contact employees but are needed to realize the service

𝐋𝐢𝐧𝐞 𝐨𝐟 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧 = between customer actions & visible contact employees
𝐋𝐢𝐧𝐞 𝐨𝐟 𝐯𝐢𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐲 = between visible contact employees & invisible contact employees
𝐋𝐢𝐧𝐞 𝐨𝐟 𝐢𝐧𝐭𝐞𝐫𝐧𝐚𝐥 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧 = between invisible contact employees & support processes

Question 13

how is the linear view on NSD sometimes called? (who done fucked up?)

Answer 13

Schumpetarian

Question 14

Name & explain the elements of the 𝐒𝐄𝐑𝐕𝐐𝐔𝐀𝐋 model for service quality

Answer 14

use the RATER acronym:

𝐑𝐞𝐥𝐢𝐚𝐛𝐢𝐥𝐢𝐭𝐲 = deliver promised service dependably & accurately
𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞 = employee knowledge, courtesy & their ability to inspire trust and confidence
𝐓𝐚𝐧𝐠𝐢𝐛𝐥𝐞𝐬 = Servicescape
𝐄𝐦𝐩𝐚𝐭𝐡𝐲 = Caring, individualized attention given to customers
𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐯𝐞𝐧𝐞𝐬𝐬 = Willingness to help customers & speed of service

Question 15

What are the 2 most important factors in human impression forming? & what affects it

Answer 15

𝐖𝐚𝐫𝐦𝐭𝐡 & 𝐜𝐨𝐦𝐩𝐞𝐭𝐞𝐧𝐜𝐞

they affect relational & outcome classifications via capability & relational concerns

transactional v.s. relational bond
object v.s. people care
process v.s. goal orientation

Question 16

What 𝐭𝐲𝐩𝐞𝐬 𝐨𝐟 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐢𝐧𝐠 exist according to information processing theory?

Answer 16

𝐒𝐲𝐬𝐭𝐞𝐦𝐚𝐭𝐢𝐜 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐢𝐧𝐠
𝐇𝐞𝐮𝐫𝐢𝐬𝐭𝐢𝐜 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐢𝐧𝐠

which type of processing is used depends on 2 factors;
𝐀𝐛𝐢𝐥𝐢𝐭𝐲 𝐭𝐨 𝐞𝐯𝐚𝐥𝐮𝐚𝐭𝐞
𝐦𝐨𝐭𝐢𝐯𝐚𝐭𝐢𝐨𝐧 𝐭𝐨 𝐞𝐯𝐚𝐥𝐮𝐚𝐭𝐞

Question 17

in what 5 ways is customer satisfaction measured & used

Answer 17

𝐎𝐯𝐞𝐫𝐚𝐥𝐥 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 = represents overall experience
𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫𝐚𝐥 𝐢𝐧𝐭𝐞𝐧𝐭𝐢𝐨𝐧𝐬 = “loyalty metrics”; likelihood to repurchase, recommend & complain
𝐀𝐭𝐭𝐫𝐢𝐛𝐮𝐭𝐞 𝐥𝐞𝐯𝐞𝐥 𝐩𝐞𝐫𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐬 = Performance perceptions of specific pieces
𝐂𝐨𝐧𝐭𝐞𝐱𝐭𝐮𝐚𝐥 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 = ask satisfaction relative to previous experiences or competitors
𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐛𝐚𝐜𝐤𝐠𝐫𝐨𝐮𝐧𝐝 𝐯𝐚𝐫𝐢𝐚𝐛𝐥𝐞𝐬 = demographics, ownership/usage of other brands

Question 18

What are the 3 main components of the KANO-model?

Answer 18

𝐁𝐚𝐬𝐢𝐜 𝐚𝐭𝐭𝐫𝐢𝐛𝐮𝐭𝐞𝐬 (negative assymetry)
𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐚𝐭𝐭𝐫𝐢𝐛𝐮𝐭𝐞𝐬 (linear)
𝐄𝐱𝐜𝐢𝐭𝐞𝐦𝐞𝐧𝐭 𝐚𝐭𝐭𝐫𝐢𝐛𝐮𝐭𝐞𝐬 (positive assymetry)

Attributes can be dynamic over time & become more basic

Question 19

Customer rapport

Answer 19

customer’s perception of having an enjoyable interaction with a FSE. characterized by behaviours such as smiling, small talk etc.

Question 19

Reciprocity

Answer 19

feeling obligated to respond to someone’s raport building.

It is subtle & automatic and comes more into play when people do not know eachother

Question 20

what are 𝐢𝐧-𝐫𝐨𝐥𝐞 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐮𝐫 & 𝐞𝐱𝐭𝐫𝐚-𝐫𝐨𝐥𝐞 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐮𝐫 and what is the difference?

Answer 20

𝐢𝐧-𝐫𝐨𝐥𝐞 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐮𝐫 = actions by FSE’s needed to fulfill formal requirements, stemming from explicit responsibilities in job descriptions
𝐞𝐱𝐭𝐫𝐚-𝐫𝐨𝐥𝐞 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐮𝐫 = FSE’s going the extra mile for customers. acts that help satisfy needs and go beyond expectations/obligations

Question 21

what are 𝐬𝐦𝐚𝐫𝐭 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 & 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐜𝐨𝐮𝐧𝐭𝐞𝐫𝐩𝐚𝐫𝐭 and what is the difference?

Answer 21

𝐬𝐦𝐚𝐫𝐭 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 (SIC) = technology within a product & personal interactions between the user and the service employee as part of the delivery process (remote services)
𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐜𝐨𝐮𝐧𝐭𝐞𝐫𝐩𝐚𝐫𝐭 (SC) = service employee

Question 22

what are 4 new mediators that affect user’s responses towards smart interactive services

Answer 22

𝐒𝐨𝐜𝐢𝐚𝐥 𝐩𝐫𝐞𝐬𝐞𝐧𝐜𝐞 𝐛𝐞𝐥𝐢𝐞𝐟𝐬 = belief of social presence
𝐂𝐨𝐧𝐭𝐫𝐨𝐥 𝐛𝐞𝐥𝐢𝐞𝐟𝐬 = perceptions of having control
𝐓𝐫𝐮𝐬𝐭𝐰𝐨𝐫𝐭𝐡𝐢𝐧𝐞𝐬𝐬 𝐛𝐞𝐥𝐢𝐞𝐟𝐬 = perception of SC’s trustworthiness
𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧 𝐛𝐞𝐥𝐢𝐞𝐟𝐬 = does the SC want to collaborate

control & trustworthiness beliefs are related
social presence helps build trust & decreases the need for control

Question 23

on which 2 factors does new service performance depend?

Answer 23

Operational outcomes (Innovation speed + Technical quality)
Market outcomes (competitive superiority + sales performance)

Question 24

4 types of customer behaviour to express satisfaction or complain

Answer 24

- 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐨𝐟 𝐯𝐞𝐫𝐛𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧; usage of words related to dissatisfaction, threathening to leave or demand the manager - 𝐞𝐱𝐩𝐫𝐞𝐬𝐬𝐢𝐯𝐞 𝐬𝐭𝐲𝐥𝐞 & 𝐞𝐦𝐨𝐭𝐢𝐨𝐧𝐚𝐥 𝐜𝐨𝐧𝐭𝐞𝐧𝐭; faul language, threaths, raising your voice or changing tone - 𝐛𝐨𝐝𝐲 𝐥𝐚𝐧𝐠𝐮𝐚𝐠𝐞; hand waving, moving close to worker, angry facial expressions - 𝐛𝐞𝐡𝐚𝐯𝐢𝐨𝐫𝐚𝐥 𝐬𝐭𝐲𝐥𝐞; repeating sentences, general insistence, escalation of behaviour verbalizations

Question 25

4 types of reporting behaviours

Answer 25

- 𝐫𝐨𝐮𝐭𝐢𝐧𝐞 𝐫𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 = submitting formal results about customer behaviour (routines & logs) - 𝐨𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐫𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 = self initiated reporting to management without guidelines - 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐥 𝐫𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠 = indirect sharing by asking for advice/help to a manager - 𝐚𝐯𝐨𝐢𝐝𝐚𝐧𝐜𝐞 = deciding not to report

Question 26

5 factors that are taken into account when (not) sharing information

Answer 26

- 𝐜𝐨𝐬𝐭 𝐛𝐞𝐧𝐞𝐟𝐢𝐭 𝐜𝐨𝐧𝐬𝐢𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 - 𝐰𝐨𝐫𝐤𝐞𝐫 𝐨𝐫𝐢𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧𝐬 & 𝐜𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭 𝐭𝐨 𝐭𝐡𝐞 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 - 𝐞𝐯𝐚𝐥𝐮𝐚𝐭𝐢𝐨𝐧𝐬 𝐫𝐞𝐠𝐚𝐫𝐝𝐢𝐧𝐠 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭 𝐣𝐮𝐬𝐭𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧 & 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐦𝐨𝐭𝐢𝐯𝐚𝐭𝐢𝐨𝐧 - 𝐰𝐨𝐫𝐤𝐞𝐫 𝐣𝐨𝐛 𝐬𝐭𝐫𝐮𝐜𝐭𝐮𝐫𝐞 & 𝐠𝐮𝐢𝐝𝐞𝐥𝐢𝐧𝐞𝐬 - 𝐠𝐞𝐧𝐞𝐫𝐚𝐥 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐟𝐚𝐜𝐭𝐨𝐫𝐬

Question 27

4 managerial components of empowerment

Answer 27

- sharing information about organizational performance - basing rewards on that performance - developing skills that enable employees to contribute to organizational performance - giving employees power to make choices that impact organizational direction + performance it increases task motivation via: (use MCID) - meaning - competence - determination - impact

Question 28

which 3 types of justice/fairness exist?

Answer 28

𝐝𝐢𝐬𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐯𝐞 𝐣𝐮𝐬𝐭𝐢𝐜𝐞 = does the outcome of recovery equal what the customer thinks (s)he deserves 𝐩𝐫𝐨𝐜𝐞𝐝𝐮𝐫𝐚𝐥 𝐣𝐮𝐬𝐭𝐢𝐜𝐞 = does the customer feel they can influence the process & timeliness 𝐢𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐣𝐮𝐬𝐭𝐢𝐜𝐞 = were personal interactions fair, honest & emphatic

Question 29

which 3 strategies exist in timing of the recovery process?

Answer 29

𝐀𝐝𝐦𝐢𝐧𝐢𝐬𝐭𝐫𝐚𝐭𝐢𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐫𝐞𝐜𝐨𝐯𝐞𝐫𝐲; recovering failure after formal complaint 𝐃𝐞𝐟𝐞𝐧𝐬𝐢𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐫𝐞𝐜𝐨𝐯𝐞𝐫𝐲; clear attempt to recover without formal complaint, still leaves customer to solve problem themselves though 𝐎𝐟𝐟𝐞𝐧𝐬𝐢𝐯𝐞 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐫𝐞𝐜𝐨𝐯𝐞𝐫𝐲; recovery of the service immediately or part of the episode where the failure occurred (proactive approach)

Question 30

6 types of barriers for Acces Based Services (ABS)

Answer 30

𝐜𝐨𝐦𝐩𝐥𝐞𝐱𝐢𝐭𝐲 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = difficulty with understanding, accesing & using the service 𝐫𝐞𝐥𝐢𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = uncertainty about the consistent & accurate performance of the service 𝐜𝐨𝐧𝐭𝐚𝐦𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = uncertainty about contamination of tangibles in the services 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐲 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = concerns about being held responsible for their and others usage of the service 𝐜𝐨𝐦𝐩𝐚𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = uncertainty about about the service fitting my experience, norms & lifestyle 𝐈𝐦𝐚𝐠𝐞 𝐛𝐚𝐫𝐫𝐢𝐞𝐫 = uncertainty about the brand image, brand's country of origin and innovation category responsibility & reliability barriers are connected

Question 31

5 customer barrier attenuating practices?

Answer 31

use DMECR 𝐝𝐢𝐬𝐭𝐚𝐧𝐜𝐞 = self distancing, ignoring 𝐦𝐚𝐧𝐚𝐠𝐞 = adapting, fixing & self-organizing 𝐞𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐞 = counterbalancing, reasoning 𝐜𝐨𝐧𝐭𝐫𝐨𝐥 = policing, securing 𝐫𝐞𝐥𝐚𝐭𝐞 = connecting, cooperating, helping, tolerating

Question 32

burdens of acces

Answer 32

include both the barriers to access and the barrier-attenuating practices in which they must engage to use ABS

Question 33

which 3 factors make up the virtual servicescape?

Answer 33

- 𝐀𝐞𝐬𝐭𝐞𝐭𝐡𝐢𝐜 𝐚𝐩𝐩𝐞𝐚𝐥 (design, visual appeal, entertainment value) - 𝐋𝐚𝐲𝐨𝐮𝐭 & 𝐟𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥𝐢𝐭𝐲 (usability, customization, interactivity) - 𝐟𝐢𝐧𝐚𝐧𝐜𝐢𝐚𝐥 𝐬𝐞𝐜𝐮𝐫𝐢𝐭𝐲 (perceived security, ease of payment)

Question 34

how is Bitner's typology of service organizations built up?

Answer 34

X-axis; Physical complexity of the servicescape (Elaborate vs. lean) Y-axis; Who is performing the service (employee only vs. employee+customer vs. customer only)

Question 35

what are the 4 main building blocks of a servicescape? & draw it

Answer 35

- 𝐄𝐧𝐯𝐢𝐫𝐨𝐧𝐦𝐞𝐧𝐭𝐚𝐥 𝐝𝐢𝐦𝐞𝐧𝐬𝐢𝐨𝐧 = ambient conditions, space/function, signs/symbols/artefacts - 𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 = employee & customer personality, situational factors - 𝐈𝐧𝐭𝐞𝐫𝐧𝐚𝐥 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞𝐬 = cognitive, emotional & physiological - 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐮𝐫 = approach or avoidance

Question 36

what are the 4 roles of the servicescape?

Answer 36

- 𝐏𝐚𝐜𝐤𝐚𝐠𝐞; conveys expectations & influences perceptions - 𝐅𝐚𝐜𝐢𝐥𝐢𝐭𝐚𝐭𝐨𝐫; facilitates the flow of the service delivery (how to act+how does this work) - 𝐒𝐨𝐜𝐢𝐚𝐥𝐢𝐳𝐞𝐫; facilitates interaction between customer+employee & customer-other customers - 𝐃𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭𝐢𝐚𝐭𝐨𝐫; sets provider apart from other competitors in customer minds

Question 37

Service robots

Answer 37

The autonomous technology employed in frontline operations with some physical interface

Question 38

which 3 factors determine robot acceptance, satisfaction & loyalty?

Answer 38

- Robot design - Service encounter charachteristics - Customer features

Question 39

which 6 factors make up robot design?

Answer 39

- 𝐀𝐞𝐬𝐭𝐞𝐭𝐡𝐢𝐜𝐬 - 𝐑𝐨𝐛𝐨𝐭 𝐧𝐨𝐭𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧 - 𝐌𝐚𝐧𝐢𝐩𝐮𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲 - 𝐩𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐢𝐭𝐲 - 𝐚𝐟𝐟𝐞𝐜𝐭 - 𝐟𝐨𝐫𝐦𝐚𝐥𝐢𝐭𝐲

Question 40

which 6 factors make up customer features?

Answer 40

- 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐫𝐞𝐚𝐝𝐢𝐧𝐞𝐬𝐬 - 𝐀𝐠𝐞 - 𝐆𝐞𝐧𝐝𝐞𝐫 - 𝐂𝐮𝐥𝐭𝐮𝐫𝐞 - 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐭𝐲 𝐭𝐫𝐚𝐢𝐭𝐬 - 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐭𝐢𝐞𝐫

Question 41

which 6 factors make up service encounter characteristics?

Answer 41

- 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐯𝐢𝐬𝐢𝐨𝐧 - 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐦𝐞𝐧𝐭 𝐥𝐞𝐯𝐞𝐥 - 𝐟𝐚𝐢𝐥𝐮𝐫𝐞 𝐚𝐧𝐝 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧 - 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐨𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 - 𝐭𝐫𝐚𝐧𝐬𝐚𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐨𝐫 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐚𝐥 - 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐫𝐞𝐩𝐥𝐚𝐜𝐞𝐦𝐞𝐧𝐭 𝐨𝐫 𝐜𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧

Question 42

what are 3 design attributes of service robots? (Wirtz)

Answer 42

use the RAT acronym; - 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 - 𝐀𝐧𝐭𝐫𝐨𝐦𝐨𝐫𝐩𝐡𝐢𝐬𝐦 - 𝐓𝐚𝐬𝐤-𝐨𝐫𝐢𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧

Question 43

what are the four levels of analytical intelligence?

Answer 43

- 𝐦𝐞𝐜𝐡𝐚𝐧𝐢𝐜𝐚𝐥; routine & repeated tasks - 𝐚𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐚𝐥; information processing for analytics, problem solving & machine learning - 𝐢𝐧𝐭𝐮𝐢𝐭𝐢𝐯𝐞; complex info processing, think creatively & holistically in novel situations - 𝐞𝐦𝐩𝐡𝐚𝐭𝐢𝐜; read, understand & respond, they can surface act

Question 44

what are the 6 building blocks of the GAPS model for service? & what are the 5 GAPS? draw it

Answer 44

𝐄𝐱𝐩𝐞𝐜𝐭𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐏𝐞𝐫𝐜𝐞𝐢𝐯𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐄𝐱𝐭𝐞𝐫𝐧𝐚𝐥 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐭𝐨 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫-𝐝𝐫𝐢𝐯𝐞𝐧 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐝𝐞𝐬𝐢𝐠𝐧𝐬 & 𝐬𝐭𝐚𝐧𝐝𝐚𝐫𝐝𝐬 𝐂𝐨𝐦𝐩𝐚𝐧𝐲 𝐩𝐞𝐫𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐬 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬 To close gap 5, we need to close the other 4 gaps 𝐆𝐚𝐩 𝟏 = not knowing what customers expect 𝐆𝐚𝐩 𝟐 = not selecting the right service quality designs & standards 𝐆𝐚𝐩 𝟑 = Not delivering to service designs & standards 𝐆𝐚𝐩 𝟒 = Not matching performance to promises 𝐆𝐚𝐩 𝟓 = The difference between customer expectations & perceptions (disconfirmation paradigm)

Question 45

What are 6 theories we have seen in this course?

Answer 45

-𝐫𝐨𝐥𝐞/𝐬𝐜𝐫𝐢𝐩𝐭 𝐭𝐡𝐞𝐨𝐫𝐢𝐞𝐬; customers & employees take on roles in service encounter (role set, rapport, reciprocity) -𝐫𝐞𝐬𝐨𝐮𝐫𝐜𝐞 𝐝𝐞𝐩𝐞𝐧𝐝𝐞𝐧𝐜𝐲 𝐭𝐡𝐞𝐨𝐫𝐲; info on customer needs=resource, cooperation=gold -𝐬𝐭𝐢𝐦𝐮𝐥𝐮𝐬-𝐨𝐫𝐠𝐚𝐧𝐢𝐬𝐦-𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞 𝐭𝐡𝐞𝐨𝐫𝐲; for the servicescape -𝐝𝐢𝐬𝐜𝐨𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐩𝐚𝐫𝐚𝐝𝐢𝐠𝐦; expectations vs. reality (placebo & anchoring) -𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐝𝐨𝐦𝐢𝐧𝐚𝐧𝐭 𝐥𝐨𝐠𝐢𝐜 -𝐚𝐭𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧 𝐭𝐡𝐞𝐨𝐫𝐲; customers seek causal explanations for service performance

Question 46

What are 4 capabilities needed to configure servitization?

Answer 46

𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐝𝐞𝐩𝐥𝐨𝐲𝐦𝐞𝐧𝐭 𝐜𝐚𝐛𝐚𝐛𝐢𝐥𝐢𝐭𝐲 = ability to develop new service offerings that create value for customers 𝐧𝐞𝐭𝐰𝐨𝐫𝐤 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐜𝐚𝐛𝐚𝐛𝐢𝐥𝐢𝐭𝐲 = effective management & knowledge sharing with network partners in the service delivery network 𝐌𝐚𝐬𝐬 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐚𝐛𝐢𝐥𝐢𝐭𝐲 = ability to effectively offer a high volume of different product services 𝐃𝐢𝐠𝐢𝐭𝐢𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐜𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐲 = advanced ability to use smart & connected physical products + data-analytics to facilitate development & delivery of services

Question 47

what are the 4 factors that determine technology adoption?

Answer 47

For employees; - 𝐭𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐢𝐜𝐚𝐥 𝐟𝐚𝐜𝐭𝐨𝐫𝐬 (TAM, sRAM) - 𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥 𝐟𝐚𝐜𝐭𝐨𝐫𝐬 (self-efficacy, technological readiness, education, age) - 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐟𝐚𝐜𝐭𝐨𝐫𝐬 (training, support, service climate) - 𝐬𝐨𝐜𝐢𝐚𝐥 𝐟𝐚𝐜𝐭𝐨𝐫𝐬 (subjective norms) In B2B it's largely the same, but we have the 4 moderators for SIC's aswell

Question 48

what are some charachteristics of the 𝐬𝐜𝐡𝐮𝐦𝐩𝐞𝐭𝐞𝐫𝐢𝐚𝐧 & 𝐧𝐞𝐨-𝐬𝐜𝐡𝐮𝐦𝐩𝐞𝐭𝐞𝐫𝐢𝐚𝐧 view on NSD?

Answer 48

𝐬𝐜𝐡𝐮𝐦𝐩𝐞𝐭𝐞𝐫𝐢𝐚𝐧 - linear models - only 3 types of innovation - large companies innovate 𝐧𝐞𝐨-𝐬𝐜𝐡𝐮𝐦𝐩𝐞𝐭𝐞𝐫𝐢𝐚𝐧 - innovation is recursive, many sidesteps & continouos - many different kinds of innovations exist - many people & parties involved-->open innovation & social activity

Question 49

services

Answer 49

the application of competences for the benefit of another

Question 50

what 4 factors make up the role set expectations?

Answer 50

organizational leader peer customer