After a Service Firm Maps the Service Process from the Customer's

question 8

Multiple Choice

After a service firm maps the service process from the customer's point of view,the next step in building a service blueprint is to:

• A) Draw the lines of interaction and visibility
• B) Link customer and contact person activity to needed support function
• C) Map the service process from the customer contact person's point of view
• D) Identify the physical evidence needed to support service quality
• E) Add evidence of service at each customer step

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Definitions:

Economic Efficiency

A measure of how well resources are utilized and allocated to maximize productivity and meet the needs and wants of society.

Quintile Distribution

The division of a population or dataset into five equal groups or parts, often used in economic studies to analyze income or wealth distribution.

Before-Tax Household Income

The total income earned by a household before any taxes are deducted.

Greater Inequality

Refers to an increase in the unequal distribution of resources, wealth, or opportunities within a society or between different societies.