Which of the Following Helps Service Designers, Managers, and Staff

question 65

Multiple Choice

Which of the following helps service designers, managers, and staff understand why customers did not like certain aspects of a service so they may improve the service?

• A) service blueprints
• B) SERVQUAL surveys
• C) service transaction analysis sheet
• D) poka-yokes
• E) benefits packages analysis

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Definitions:

Debenture

An unsecured bond that relies on the creditworthiness and reputation of the issuer, without collateral.

Face Value

The nominal or dollar value printed on a financial instrument like a bond or stock certificate, representing the amount to be repaid at maturity.

Principal Amount

The original sum of money borrowed in a loan, or invested, upon which interest is calculated.

Loan Term

The length of time over which a loan agreement is scheduled to be repaid.