Chapter 1 Videos and text

Question 1

_____ are deeds, processes, and performances

Answer 1

Services

Question 2

A _____ is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer

Answer 2

Service

Question 3

Economic activities offered by one party to another, most commonly employing time-based performances to bring about desired results in recipients themselves or in objects or other assets for which purchasers have responsibility. In exchange for their money, time, and effort, service customers expect to obtain value from access to goods, labor, professional skills, facilities, networks, and systems; but they do not normally take ownership of any of the physical elements involved are defined as

Answer 3

Services

Question 4

a value-coproduction configuration of people, technology, other internal and external service systems, and shared information (such as language, processes, metrics, prices, policies, and laws) is defined as

Answer 4

Service System

Question 5

What term helps to facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives

Answer 5

Service Firms

Question 6

What are examples of service firms that are supply chain related?

Answer 6

3PLs/4PLs
Consultancy Firms

Question 7

What are examples of service firms not supply chain related?

Answer 7

Accountants
Doctors
Lawyers
Dry cleaning
Grocery/retail store
Restaurant
Car wash
Nail salon
Barber shop
The RAC or YMCA
And many others

Question 8

When most of the economic activity is centered around the provision of services and not production of tangible goods, this is said to be a?

Answer 8

Service Economy

Question 9

What % of American workers are in the service sector?

Answer 9

80%

Question 10

What type of society characterizes life as a game against nature?

Answer 10

Preindustrial Society

Question 11

What type of society has a labor force that is engaged in agriculture, mining, and fishing. Where productivity is low and bears little evidence of technology.

Answer 11

Preindustrial Society

Question 12

A society dominated by factory work in mass production industries is known as a

Answer 12

Industrial Society

Question 13

Which society has a predominant activity is the production of goods. Energy and machines multiply the output per labor hour. Rhythm of life is machine paced and dominated by rigid working hours and time clocks.

Answer 13

Industrial Society

Question 14

Which type of society claims life is a game that is played against a fabricated nature in a world of cities, factories, and tenements?

Answer 14

Industrial Society

Question 15

Which society states the individual is the unit of social life in a society that is considered to be the sum total of all the individual decisions made in the marketplace?

Answer 15

Industrial Society

Question 16

A service society in which people are engaged in information, intellectual, or creatively intensive activities is defined as

Answer 16

Post-industrial Society

Question 17

What type of society says life is a game played among persons?

Answer 17

Post-industrial society

Question 18

Slide 14- ch 1

Question 19

What are the top 3 professions in the service sector?

Answer 19

1) 13.4% Professional and Business Services
2) Healthcare and Social Assistance
3) State and Local Governments

Question 20

Slide 17- ch 1 -1

Question 21

What are the 5 stages of economic activity?

Answer 21

Primary
Secondary
Tertiary
Quaternary
Quinary

Question 22

What is the base of the stages of economic activity pyramid and what is it made up of?

Answer 22

Primary (Extractive): Agriculture, Mining, Fishing, and Forestry

Question 23

What is the second stage of economic activity pyramid and what is it made up of?

Answer 23

Secondary( Goods-producing): Manufacturing, Processing

Question 24

What is the third stage of economic activity pyramid and what is it made up of?

Answer 24

Tertiary (Domestic Services): Restaurants, Hotels, Laundry, Maintenance

Question 25

What is the fourth stage of economic activity pyramid and what is it made up of?

Answer 25

Quaternary (Trade and Commerce): Transportation, Communications, Retailing, Finance, Government

Question 26

What is the top stage of economic activity pyramid and what is it made up of?

Answer 26

Quinary (Extending Human Potential): Health, Education, Research, Arts, and Recreation

Question 27

A sector of a larger economy that deals with the creation and distribution of services rather than goods is defined as

Answer 27

Service Economy

Question 28

A stage of economic evolution in which added value is created by engaging and connecting with the customer in a personal and memorable way is defined as

Answer 28

Experience Economy

Question 29

What are the two types of experience economies?

Answer 29

Consumer Services (B2C) Business Services (B2B)

Question 30

What are the three dimensions of the B2B Service Experience?

Answer 30

Co-Creation of Value Relationships Service Capability

Question 31

What type of B2B dimension says the customer is a coproducer of the value extracted from the relationship and that the customer is an input into the service?

Answer 31

Co-creation of Value

Question 32

What type of B2B dimension says the relationship with the customer is of paramount importance because it is a source of innovation and differentiation. Long-term relationships facilitate the ability to tailor the service offerings to customers' needs

Answer 32

Relationships

Question 33

What type of B2B dimension provides service capacity to meet fluctuations in demands while retaining quality of service and the quality of the service is measured primarily from the perspective of the customer

Answer 33

Service Capability

Question 34

T/F- The core experience of B2B service is one of creating, enabling, problem solving, and innovative use of information that is not consumed in the exchange, but is enhanced and remains available for further use by others

Answer 34

True

Question 35

What are the 4 types of consumer experiences that are characterized by the level of customer participation and level of interaction with the environment?

Answer 35

Passive Active Absorption Immersion

Question 36

Watching a movie or show is an example of what kind of consumer service experience?

Answer 36

Customer Participation is Passive Environmental Relationship is Absorption

Question 37

Education or attending university (language) is an example of what kind of consumer service experience?

Answer 37

Customer Participation is Active Environmental Relationship is Absorption

Question 38

Estheticism or touristy is an example of what kind of consumer service experience?

Answer 38

Customer Participation is Passive Environmental Relationship is Immersion

Question 39

Escapism or sky diving is an example of what kind of consumer service experience?

Answer 39

Customer Participation is Active Environmental Relationship is Immersion

Question 40

What are the 5 principles based on consumer service experience design?

Answer 40

Theme the experience Harmonize impressions with positive cues Eliminated negative cues Mix in memorabilia Engage all 5 senses

Question 41

T/F- Table 1.4 presents a complete listing of both consumer and business service experiences to be found in the 21st century, all of which rely heavily on a skilled knowledge-based workforce

Answer 41

True

Question 42

1.3?

Question 43

What are the 10 foundational premises of service dominant logic

Answer 43

1) Service is the fundamental basis of exchange. 2) Indirect exchange masks the basis of exchange. 3) Goods are distribution mechanisms for service provision. 4)Operant resources are the source of competitive advantage. 5) All economies are service economies. 6) The customer is always a co-creator of value. 7) The enterprise can offer only value propositions. 8) A service-centered view is customer oriented and relational. 9) All economic and social actors are resource integrators. 10) Value is uniquely determined by the beneficiary.

Question 44

What are the 6 distinctive characteristics of service operations?

Answer 44

1) Customer Participation 2) Simultaneity 3) Perishability 4) Intangibility 5) Heterogeneity 6) Nontransferable Ownership

Question 45

Which service operation has the presence of the customer as a participant in the service process that requires attention t facility design that is not found in traditional manufacturing operations?

Answer 45

Customer Participation

Question 46

Which service operation has to deal with the fact that services are created and consumed simultaneously and thus cannot be stored is a critical feature in the management of service?

Answer 46

Simultaneity

Question 47

Which type of service operation requires that you match supply with demand and has opportunity loss of idle capacity. Has no opportunity for inventory

Answer 47

Perishibility

Question 48

What type of service operation claims that services are ideas and concepts; products are things. It also makes note that service innovations are not patentable

Answer 48

Intangibility

Question 49

What type of service operation can be described as the combination of the intangible nature of services and the customer as a participant in the service delivery system results in variation of service from customer to customer

Answer 49

Heterogeneity

Question 50

What type of service operation states that services do not involve the transfer of ownership

Answer 50

Nontransferable Ownership

Question 51

What part of the service package explains that benefits are readily observable by the senses and consist of the essential or intrinsic features of the service

Answer 51

Explicit Services

Question 52

Which part of the service package matches with the examples below -the absence of pain when a tooth is repaired - smooth-running vehicle after a tuneup -response time of a fire department

Answer 52

Explicit Services

Question 53

What part of the service package explains the psychological benefits that the customer may sense only vaguely, or extrinsic features of the service?

Answer 53

Implicit Services

Question 54

Which part of the service package matches with the examples below - the status of an Ivy League degree - privacy of a loan office - worry-free auto repair

Answer 54

Implicit Services

Question 55

What part of the service package explains the physical resources that must be in place before a service can be offered

Answer 55

Supporting Facility

Question 56

Golf courses, ski lift, hospital, and plane are all examples of which part of the service package?

Answer 56

Supporting Facility

Question 57

What part of the service package explains the material purchased or consumed by the buyer, or items provided by the consumer

Answer 57

Facilitating Goods

Question 58

Golf clubs, skis, food items, replacement auto parts, legal docs, and medical supplies are all examples of which part of the service package?

Answer 58

Facilitating Goods

Question 59

What part of the service package explains that data is available from the customer or provider to enable efficient and customized service

Answer 59

Information

Question 60

- Patient medical -records, seats available on a flight - customer preferences -GPS location of customer to dispatch a taxi -Google map link on hotel website are all examples of which part of the service package?

Answer 60

Information

Question 61

What are the 4 realms of an experience

Answer 61

Entertainment Education Estheticism Escapism

Question 62

A dimension of service process structure that measures the degree of customization or decision making permitted of service employees is defined as

Answer 62

Divergence

Question 63

A dimension of service process structure that measures the number and intricacy of steps in the process is defined as

Answer 63

Complexity

Question 64

What type of divergence is characterized as a niche strategy that seeks out customers who are willing to pay extra for the personalization?

Answer 64

High Divergence

Question 65

What type of service can be provided with narrowly skilled employees performing routine tasks and the result is consistent quality at a reduced cost?

Answer 65

Low divergence

Question 66

A service design analogous to that in a manufacturing system with tight control, use of low-skilled labor, and the offering of a standard service is defined as the

Answer 66

Production-line approach

Question 67

T/F- The division of labor allows one to pay only for the skill that is required to perform the task

Answer 67

True

Question 69

What type of service has a low degree of labor intensity and a low degree of customization? List examples as well

Answer 69

Service Factory Airlines Trucking Hotels Resorts and recreation

Question 70

What type of service has a low degree of labor intensity and a high degree of customization? List examples as well

Answer 70

Service Shop Hospitals Auto repair Other repairs

Question 71

What type of service has a high degree of labor intensity and a low degree of customization? List examples as well

Answer 71

Mass service Retailing Wholesaling Schools Retail aspects of commercial banking

Question 72

What type of service has a high degree of labor intensity and a high degree of customization? List examples as well

Answer 72

Professional service Physicians Lawyers Accountants Architects

Question 73

A classification of services based on the degree of interaction and customization and the degree of labor intensity that results in four categories: service factory, services shop, mass service, and professional service is defined as

Answer 73

Service process matrix