Top 10 learning questions for chapter 13 designing and managing services repost

TOP 10 Learning Questions for

Chapter 13 : Designing and Managing Services

Mark LeeSeptember 2, 2010

www.markleelegendary.blogspot.com

1. The following are examples of service sectors except for :

A. GovernmentB. RetailC. Business D. WholesaleE. Manufacturing

2


Service Sectors

3

Government

Private Nonprofit

BusinessManufacturin

gRetail


Service Sectors

Wholesale is not a part of the service sector because wholesaling is not a service.

4


1. Which of the 4 P’s does “inventory” or having item on stock belong to?

A. GovernmentB. RetailC. Business D. WholesaleE. Manufacturing

5


2. Service is an act or performance one party can offer that is essentially _____.

A. TangibleB. IntangibleC. VariableD. MeasurableE. Perishable

6


Service

A service is any act or performance that one party can offer to another that is essentially intangible, does not result in the ownership of anything, and may or may not be tied to a physical product

7


Service

Examples :BarbershopsParlorsSpasessentially intangible, does not result in the

ownership of anything, and may or may not be tied to a physical product

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2. Service is an act or performance one party can offer that is essentially _____.

A. TangibleB. IntangibleC. VariableD. MeasurableE. Perishable

9


3. What is the solution to a customer failure?

A. Replace the item that is bought or reimburse the customer for a failed service.

B. Maintain other good customers to cover up for non-satisfied customers

C. Research on target customers and identify their needs.

D. Encourage raffle prizes and freebies to compensate for a failure.

E. Incorporate the right technology to aid employees and customers.

10www.markleelegendary.blogspot.com

Solutions to Customer Failures

• Redesign processes and redefine customer roles to simplify service encounters

• Incorporate the right technology to aid employees and customers

• Create high performance customers by enhancing their role clarity, motivation and ability

• Encourage customer citizenship where customers help customers.

11


Customer Failures

This act is failure to meet customer needs,wants

and satisfaction. By Incorporating the right technology to aid employees and customers, they can solve customer failures.

12


3. What is the solution to a customer failure?

A. Replace the item that is bought or reimburse the customer for a failed service.

B. Maintain other good customers to cover up for non-satisfied customers

C. Research on target customers and identify their needs.

D. Encourage raffle prizes and freebies to compensate for a failure.

E. Incorporate the right technology to aid employees and customers.

13www.markleelegendary.blogspot.com

4. What are the 4 distinctive characteristics of Service?

A. intangibility, inseparability, variability, perishability.

B. Compatibility, intangibility, inseparability, variability.

C. Sensibility, compatibility, intangibility, inseparability.

D. Perishability, responsibility, compatibility, intangibility.

E. None of the Above

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SERVICES

Has 4 distinctive characteristics – intangibility, inseparability, variability, perishability.

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SERVICES

Barbershops, Parlors and Spas have these common characteristics intangibility, inseparability, variability, perishability.

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4. What are the 4 distinctive characteristics of Service?

A. intangibility, inseparability, variability, perishability.

B. Compatibility, intangibility, inseparability, variability.

C. Sensibility, compatibility, intangibility, inseparability.

D. Perishability, responsibility, compatibility, intangibility.

E. None of the Above

17


5. Which of these is not a determinant of Service Quality

A. ReliabilityB. TangliblesC. AssuranceD. EmpathyE. Variability

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Determinants of Service Quality

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Reliability

Responsiveness

Assurance

Empathy

Tangibles

Determinants of Service Quality

Variability, is not included in the determinants

of service quality.

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5. Which of these is not a determinant of Service Quality

A. ReliabilityB. TangliblesC. AssuranceD. EmpathyE. Variability

21


Customer Worries

23


Failure Frequency

Downtime

Out of Pocket Costs

Customer Worries

24


Customers have these things as their common

worries when they get services, the frequency of failure, downtime and out of pocket costs.

6. What are the common worries of Customers?

A. Failure FrequencyB. DowntimeC. Out of Pocket costsD. A and BE. All of the Above

25


Root Causes of Customer Failure

27


Identified Customer Failure

People

ProcessTe

chno

logy

Serc

ives

cape

Root Causes of Customer Failure

28


Failure in people, process, technology and servicescape are the identified customer failure.

7. What is NOT a root cause of Customer Failure?

A. PeopleB. TechnologyC. OperationsD. ServicescapeE. Process

29


Categories of Service Mix

31


•pure tangible good•tangible good with accompanying services• hybrid•major service with accompanying minor goods and services•pure service.

Categories of Service Mix

32


The service component can be a minor or a major part of the total offering. The categories of service mix are as follows: pure tangible good, tangible good with accompanying services, hybrid, major service with accompanying minor goods and services, and pure service.

8. The service component can be a minor or a major part of the total offering. The categories of service mix are as follows except :

A. Pure tangible good B. Pure intangible goodC. Pure serviceD. Good accompanying servicesE. Hybrid

33


How to increase Quality Control

35


Invest in good hiring and training procedures

Standardize the service – performance process

Monitor Customer Satisfaction

Quality Control Increase

36


Investing in good hiring and training procedures, standardizing the service performance processes and monitoring customer satisfaction increases quality control of service.

9. How do we increase Quality Control in Services?

A. Invest in good hiring and training procedures

B. Invest in good technology and operating procedures

C. Monitor customer satisfactionD. A and BE. A and C

37


Services vary in many ways

39


basis, process, need, objectives, and evaluation.

Services vary in many ways

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Not all services are the same, as for the examples of barbershop, salon and spa, they are different in many ways, specially in the aspect of basis, process, need, objectives, and evaluation.

10. Services vary in many ways which includes basis, process, need, objectives, and _________.

A. MotivationB. EvaluationC. StandardizationD. ObservationE. Perception

41


TOP 10 Learning Questions for

Chapter 13 : Designing and Managing Services

Mark LeeSeptember 2, 2010


Top 10 learning questions for chapter 13 designing and managing services repost

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