Ch 3 Videos and text

Question 1

The drive to miniaturize technology devices such as the smartphone for internet connectivity removes the need for physical proximity for service delivery and permits alternative delivery formats explain which of the 5 sources of service sector growth

Answer 1

Information Technology

Question 2

T/F- In the future, the major part of the US GDP will be generated by “information chains” rather than supply chains

Answer 2

True

Question 3

The worldwide, publicly accessible network of interconnected computer networks that transmits data using the standard Internet protocol (IP) is known as the

Answer 3

Internet

Question 4

a network of networks that consist of .edu, .com, .org, .gov is defined as

Answer 4

the “Net”

Question 5

____ is interconnected networks are linked by copper wires, fiiber-optic cables, and wireless connections

Answer 5

Internet

Question 6

a collection of interconnected documents and other resources joined by hyperlinks and uniform resource locators (URLs) is defined as

Answer 6

the Web

Question 7

T/F-The web runs ON TOP OF IP using hypertext transfer protocol (HTTP) that links and provides access to the files, documents, and everything else you find on the World Wide Web

Answer 7

True

Question 8

What are the 5 sources of the service sector growth?

Answer 8

• Information Technology
• The Internet as a Service Enabler
• Innovation
  -Changing Demographics
• Impact of 5G

Question 9

Activity directed toward increases in knowledge without specific application is defined as

Answer 9

Basic Research

Question 10

Activity directed toward gaining knowledge that will meet a specific need is defined as

Answer 10

Applied Research

Question 11

Systematic use of knowledge directed toward the production of a product, service, or method is defined as

Answer 11

Development

Question 12

The output of applied research and development efforts that have one or more of the following goals; basic research, applied research, development, is defined as

Answer 12

Innovation

Question 13

The product development model that is driven by technology and engineering could be called *** theory of innovation

Answer 13

Push Theory

Question 14

T/F- The internet and World Wide Web were developed originally as a robust network of linked computers for military and scientific file sharing

Answer 14

True

Question 15

What are the 4 unique challenges for service innovation?

Answer 15

• Ability to protect intellectual and property technologies
• Incremental nature of innovation
• Degree of integration required
• Ability to build prototypes or conduct tests in a controlled environment

Question 16

New services for markets as yet undefined. These innovations are usually driven by information and computer-based technology is defined as

Answer 16

Radical Innovations

Question 17

Service line extensions, service improvements, and style changes are all a part of

Answer 17

Incremental Innovations

Question 18

Augmentations of the existing service line such as adding new menu items or college creating new course offerings are defined as

Answer 18

Service Line Extensions

Question 19

Changes in features of services that currently are offered are defined as

Answer 19

Service Improvements

Question 20

The most common of all “new services” these are modest forms of visible changes that have an impact on customer perceptions, emotions, and attitudes. These changes do not change the service fundamentally only its appearance

Answer 20

Style Changes

Question 21

Southwest Airlines adding underserved cities to routes is an example of which incremental innovation?

Answer 21

Service Line Extension

Question 22

Alaska Airlines boarding pass kiosks in terminals is an example of which incremental innovation?

Answer 22

Service Improvements

Question 23

New services for markets that are undefined where innovations are driven by information and computer based technology is know as a

Answer 23

Radical Innovation

Question 24

What type of innovation can be described as new services in a market that already is served by existing services is defined as

Answer 24

Radical Innovation

Question 25

What type of innovation can be described as new service offerings to existing customers of an organization (although the services might be available from other companies) is known as

Answer 25

Radical Innovation

Question 26

How are new service ideas discovered?

Answer 26

Customer suggestions Frontline employees Customer database mining

Question 27

What are the 4 steps of the NSD Process Cycle?

Answer 27

Development Analysis Design Full Launch

Question 28

What step of the NSD process cycle involves the - formulation of new services objective/strategy - idea generation and screening - concept development and testing

Answer 28

Development

Question 29

What step of the NSD process cycle involves project authorization?

Answer 29

Analysis

Question 30

What step of the NSD process cycle involves the -service design and testing - Process and system design testing - marketing program design and testing - personnel training - service testing and pilot run - test marketing

Answer 30

Design

Question 31

What step of the NSD process cycle involves the full scale launch of the product and the post review

Answer 31

Full Launch

Question 32

What are the STRUCTURAL design elements?

Answer 32

Delivery system Facility Design Location Capacity planning

Question 33

What are the sources of technology that drive service innovation? (5)

Answer 33

Power/Energy Facility Design Materials Methods Information

Question 34

What are examples of the technology driven service innovation: Methods?

Answer 34

Just In Time Six Sigma

Question 35

T/f- Just in time and Six Sigma are service products

Answer 35

True

Question 36

What are the two categories of design elements?

Answer 36

Structural Managerial

Question 37

What are the design elements involved in the MANAGERIAL category?

Answer 37

Information Quality Service Encounter Managing capacity and demand

Question 38

a picture or map that accurately portrays the service system so that the different people involved in providing the service can understand where their responsibilities begin and end, but also understand the roles of other involved in providing the overall service is defined as

Answer 38

Service Blueprint

Question 39

When is a service blueprint useful?

Answer 39

Design and redesign stages of the service development

Question 40

T/F- A service blueprint provides a way to break the service into logical components and depict the steps or tasks in the processes, the means by which they are executed and evidence of the service as consumer experiences it

Answer 40

True

Question 41

T/F- the service blueprint is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.

Answer 41

True

Question 42

What is the tool for simultaneously depicting the service process, the points of customer contact, and the evidence

Answer 42

Service Blueprints

Question 43

What are the 8 service components of a service blueprint

Answer 43

Physical evidence Customer actions Line of interaction “Onstage” contact employee actions Line of visibility “Backstage” contact employee actions Line of internal interaction Support processes

Question 44

Which service blueprint component includes steps, choices, activities and interactions that customer performs in the process of purchasing, consuming and evaluating the service

Answer 44

Customer Actions

Question 45

Which service blueprint component include direct interaction between the customer and organization

Answer 45

Line of interaction

Question 46

Which service blueprint component includes steps and activities that the contact employees performs that are visible to the customer

Answer 46

Onstage employee actions

Question 47

Which service blueprint component include the line that separates all service activities that are visible to the customer from those that are not visible

Answer 47

Line of visibility

Question 48

Which service blueprint component includes steps and activities that occur behind the scene to support onstage activities

Answer 48

Backstage employee actions

Question 49

Which service blueprint component includes the separation of contact employee activities from those of other service support activities and people

Answer 49

Line of internal interaction

Question 50

Which service blueprint component includes covering the internal services, steps and interactions that take place to support the contact employees in delivering the service

Answer 50

Support Processes

Question 51

Who should use service blueprint maps?

Answer 51

Service Marketers HR System Tech Ops Management

Question 52

Why should service marketers use service blueprints?

Answer 52

Create realistic customer service expectations

Question 53

Why should HR use service blueprints?

Answer 53

Empowering the human element - job descriptions - selection criteria - appraisal systems

Question 54

Why should system tech use service blueprints?

Answer 54

By providing necessary tools such as system specs and personal pref databases

Question 55

Why should ops management use service blueprints?

Answer 55

Rendering the service as promised Managing fail points Training systems Quality control

Question 56

The number and intricacy of steps is the degree of

Answer 56

complexity

Question 57

The amount of discretion or freedom that the server has to customize service is defined as

Answer 57

Degree of divergence

Question 58

What are the two types of strategic positioning through process structure?

Answer 58

Degree of complexity degree of divergence/leverage

Question 59

A simple way of classifying items or concepts to make them easier to understand and manage is defined as

Answer 59

Taxonomy

Question 60

What term refers to a systematic classification or categorization of the various processes that occur within a service-oriented business or organization

Answer 60

Taxonomy of service processes

Question 61

What term provides a way to organize and group different service processes based on their characteristics, functions, or attributes and helps us to understand, manage, and improve theses processes effectively?

Answer 61

Taxonomy of service processes

Question 62

What are the 3 key aspects of taxonomy for service processes?

Answer 62

Degree of divergence Object of the service process Type of customer contact