MKT202 Ch8

MKT202 Ch8

University

•

21 Qs

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MKT202 Ch8

MKT202 Ch8

Assessment

Quiz

•

Special Education

•

University

•

Practice Problem

•

Hard

Created by

Tran DN)

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21 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Blueprinting is a more complex form of ____________.

a. Linear graphing

b. Flowcharting

c. Cox & Snell analysis

d. Non-linear graphing

e. Cluster analysis

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

The first step in developing a service blueprint is ____________.

a. To reach a consensus on which activities are more important than others

b. To identify all the key activities involved in creating and delivering the service

c. To identify the links between a set of alternative service possibilities

d. To identify the key employees who will be enacting the service blueprint

e. To identify the key customers who will be participating in the service

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

Service blueprints ____________, and how these are supported by backstage activities and systems.

a. Enhance servicescape features such as furniture and lighting

b. Complicate employee handling of special requests

c. Clarify the interactions between customers and employees

d. Enhance customer technical know-how

e. Diminish customer complaining capacity

4.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

The line of ____________ divides front-stage activities from backstage activities.

a. Service standards and scripts

b. Physical evidence

c. Internal physical interaction

d. Internal IT interaction

e. Visibility

5.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Which of the following is NOT a key component of a service blueprint?

a. Line of transference

b. Line of interaction

c. Line of visibility

d. Backstage actions by customer contact personnel

e. Front-stage actions by customer contact personnel

6.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

The ____________ or ____________ includes both the ____________ and ____________ of a service facility.

a. Roll; retrieval; implicit aspects; explicit aspects

b. Stage; servicescape; exterior; interior

c. Stage; service area; customers; employees

d. Roll; canopy; employees; equipment

e. Roll; service area; front-stage; backstage

7.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Server ____________ ensures that service staffs do things correctly, as requested, in the right order, and at the right speed

a. Kanbans

b. Poka-yokes

c. Jidokas

d. Banzais

e. Sodokus

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