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:

Levered Firms

Companies that use debt in their capital structure alongside equity.

Unlevered Firms

Companies that operate without the use of borrowed money or debt in their capital structures.

Interest Tax Shield

A reduction in taxable income that results from deducting interest payments, decreasing overall tax liability.

Debt-Equity Ratio

A financial indicator showing the relationship between borrowed funds and equity in a company's asset financing.