Top 10 Learning Questions, Answers  and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 h...
1. The following are examples of service sectors except for : <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><l...
Service Sectors Government Private Nonprofit Business Manufacturing Retail http://markleelegendary.blogspot.com/
1. The following are examples of service sectors except for : <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><l...
2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Inta...
A  service  is any act or performance that one party can offer to another that is essentially intangible, does not result ...
2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Inta...
3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a fai...
Solutions to Customer Failures <ul><li>Redesign processes and redefine customer roles to simplify service encounters </li>...
3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a fai...
4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishabilit...
SERVICES Has 4 distinctive characteristics  – intangibility, inseparability, variability, perishability. http://markleeleg...
4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishabilit...
5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><...
Determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles http://markleelegendary.blogspot.com/
5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><...
6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of...
Customer Worries Failure Frequency Downtime Out of Pocket Costs http://markleelegendary.blogspot.com/
6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of...
7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations ...
Root Causes of Customer Failure Identified Customer Failure People Process Technology Sercivescape http://markleelegendary...
7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations ...
8.  The service component can be a minor or a major part of the total offering. The categories of service mix are as follo...
Categories of Service Mix The service component can be a minor or a major part of the total offering. The categories of se...
8.  The service component can be a minor or a major part of the total offering. The categories of service mix are as follo...
9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li...
How to increase Quality Control Invest in good hiring and training procedures Standardize the service – performance proces...
9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li...
10. Services vary in many ways which includes  basis, process, need, objectives, and _________. <ul><li>Motivation </li></...
Services vary in many ways  basis, process, need, objectives, and evaluation. http://markleelegendary.blogspot.com/
10. Services vary in many ways which includes  basis, process, need, objectives, and _________. <ul><li>Motivation </li></...
Top 10 Learning Questions, Answers  and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 h...
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Chapter13 v52 marklee-question,answer,concepts

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Chapter13 v52 marklee-question,answer,concepts

  1. 1. Top 10 Learning Questions, Answers and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 http://markleelegendary.blogspot.com/
  2. 2. 1. The following are examples of service sectors except for : <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><li>Business </li></ul><ul><li>Wholesale </li></ul><ul><li>Manufacturing </li></ul>http://markleelegendary.blogspot.com/
  3. 3. Service Sectors Government Private Nonprofit Business Manufacturing Retail http://markleelegendary.blogspot.com/
  4. 4. 1. The following are examples of service sectors except for : <ul><li>Government </li></ul><ul><li>Retail </li></ul><ul><li>Business </li></ul><ul><li>Wholesale </li></ul><ul><li>Manufacturing </li></ul>http://markleelegendary.blogspot.com/
  5. 5. 2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Intangible </li></ul><ul><li>Variable </li></ul><ul><li>Measurable </li></ul><ul><li>Perishable </li></ul>http://markleelegendary.blogspot.com/
  6. 6. 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 http://markleelegendary.blogspot.com/
  7. 7. 2. Service is an act or performance one party can offer that is essentially _____. <ul><li>Tangible </li></ul><ul><li>Intangible </li></ul><ul><li>Variable </li></ul><ul><li>Measurable </li></ul><ul><li>Perishable </li></ul>http://markleelegendary.blogspot.com/
  8. 8. 3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a failed service. </li></ul><ul><li>Maintain other good customers to cover up for non-satisfied customers </li></ul><ul><li>Research on target customers and identify their needs. </li></ul><ul><li>Encourage raffle prizes and freebies to compensate for a failure. </li></ul><ul><li>Incorporate the right technology to aid employees and customers. </li></ul>http://markleelegendary.blogspot.com/
  9. 9. Solutions to Customer Failures <ul><li>Redesign processes and redefine customer roles to simplify service encounters </li></ul><ul><li>Incorporate the right technology to aid employees and customers </li></ul><ul><li>Create high performance customers by enhancing their role clarity, motivation and ability </li></ul><ul><li>Encourage customer citizenship where customers help customers. </li></ul>http://markleelegendary.blogspot.com/
  10. 10. 3. What is the solution to a customer failure? <ul><li>Replace the item that is bought or reimburse the customer for a failed service. </li></ul><ul><li>Maintain other good customers to cover up for non-satisfied customers </li></ul><ul><li>Research on target customers and identify their needs. </li></ul><ul><li>Encourage raffle prizes and freebies to compensate for a failure. </li></ul><ul><li>Incorporate the right technology to aid employees and customers. </li></ul>http://markleelegendary.blogspot.com/
  11. 11. 4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishability. </li></ul><ul><li>Compatibility, intangibility, inseparability, variability. </li></ul><ul><li>Sensibility, compatibility, intangibility, inseparability. </li></ul><ul><li>Perishability, responsibility, compatibility, intangibility. </li></ul><ul><li>None of the Above </li></ul>http://markleelegendary.blogspot.com/
  12. 12. SERVICES Has 4 distinctive characteristics – intangibility, inseparability, variability, perishability. http://markleelegendary.blogspot.com/
  13. 13. 4. What are the 4 distinctive characteristics of Service? <ul><li>intangibility, inseparability, variability, perishability. </li></ul><ul><li>Compatibility, intangibility, inseparability, variability. </li></ul><ul><li>Sensibility, compatibility, intangibility, inseparability. </li></ul><ul><li>Perishability, responsibility, compatibility, intangibility. </li></ul><ul><li>None of the Above </li></ul>http://markleelegendary.blogspot.com/
  14. 14. 5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </li></ul><ul><li>Variability </li></ul>http://markleelegendary.blogspot.com/
  15. 15. Determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles http://markleelegendary.blogspot.com/
  16. 16. 5. Which of these is not a determinant of Service Quality <ul><li>Reliability </li></ul><ul><li>Tanglibles </li></ul><ul><li>Assurance </li></ul><ul><li>Empathy </li></ul><ul><li>Variability </li></ul>http://markleelegendary.blogspot.com/
  17. 17. 6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of Pocket costs </li></ul><ul><li>A and B </li></ul><ul><li>All of the Above </li></ul>http://markleelegendary.blogspot.com/
  18. 18. Customer Worries Failure Frequency Downtime Out of Pocket Costs http://markleelegendary.blogspot.com/
  19. 19. 6. What are the common worries of Customers? <ul><li>Failure Frequency </li></ul><ul><li>Downtime </li></ul><ul><li>Out of Pocket costs </li></ul><ul><li>A and B </li></ul><ul><li>All of the Above </li></ul>http://markleelegendary.blogspot.com/
  20. 20. 7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations </li></ul><ul><li>Servicescape </li></ul><ul><li>Process </li></ul>http://markleelegendary.blogspot.com/
  21. 21. Root Causes of Customer Failure Identified Customer Failure People Process Technology Sercivescape http://markleelegendary.blogspot.com/
  22. 22. 7. What is NOT a root cause of Customer Failure? <ul><li>People </li></ul><ul><li>Technology </li></ul><ul><li>Operations </li></ul><ul><li>Servicescape </li></ul><ul><li>Process </li></ul>http://markleelegendary.blogspot.com/
  23. 23. 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 : <ul><li>Pure tangible good </li></ul><ul><li>Pure intangible good </li></ul><ul><li>Pure service </li></ul><ul><li>Good accompanying services </li></ul><ul><li>Hybrid </li></ul>http://markleelegendary.blogspot.com/
  24. 24. Categories of Service Mix 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. http://markleelegendary.blogspot.com/
  25. 25. 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 : <ul><li>Pure tangible good </li></ul><ul><li>Pure intangible good </li></ul><ul><li>Pure service </li></ul><ul><li>Good accompanying services </li></ul><ul><li>Hybrid </li></ul>http://markleelegendary.blogspot.com/
  26. 26. 9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li>Invest in good technology and operating procedures </li></ul><ul><li>Monitor customer satisfaction </li></ul><ul><li>A and B </li></ul><ul><li>A and C </li></ul>http://markleelegendary.blogspot.com/
  27. 27. How to increase Quality Control Invest in good hiring and training procedures Standardize the service – performance process Monitor Customer Satisfaction http://markleelegendary.blogspot.com/
  28. 28. 9. How do we increase Quality Control in Services? <ul><li>Invest in good hiring and training procedures </li></ul><ul><li>Invest in good technology and operating procedures </li></ul><ul><li>Monitor customer satisfaction </li></ul><ul><li>A and B </li></ul><ul><li>A and C </li></ul>http://markleelegendary.blogspot.com/
  29. 29. 10. Services vary in many ways which includes basis, process, need, objectives, and _________. <ul><li>Motivation </li></ul><ul><li>Evaluation </li></ul><ul><li>Standardization </li></ul><ul><li>Observation </li></ul><ul><li>Perception </li></ul>http://markleelegendary.blogspot.com/
  30. 30. Services vary in many ways basis, process, need, objectives, and evaluation. http://markleelegendary.blogspot.com/
  31. 31. 10. Services vary in many ways which includes basis, process, need, objectives, and _________. <ul><li>Motivation </li></ul><ul><li>Evaluation </li></ul><ul><li>Standardization </li></ul><ul><li>Observation </li></ul><ul><li>Perception </li></ul>http://markleelegendary.blogspot.com/
  32. 32. Top 10 Learning Questions, Answers and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 http://markleelegendary.blogspot.com/

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