In Order to Map Out the Service Process, the Points

question 138

Multiple Choice

In order to map out the service process, the points of customer contact, and the evidence of service from the customer's point of view, service firms should develop a ________.

• A) marketing plan
• B) service floor plan
• C) Gantt chart
• D) business plan
• E) service blueprint

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Definitions:

Position Power

The authority or influence bestowed upon an individual by virtue of their role or rank within an organizational hierarchy.

Photo Opportunity Sheet

A document outlining potential moments or events designed for capturing compelling photographs to support publicity or media coverage.

Media Contacts

Individuals or resources within the media industry—such as journalists, editors, and broadcasters—that public relations professionals interact with to pursue media coverage.

News Release

An official statement issued to newspapers giving information on a particular matter, aiming to generate media coverage or inform the public.