A Service Blueprint Borrows Concepts from Manufacturing and Operations Management

question 1

Multiple Choice

A service blueprint borrows concepts from manufacturing and operations management to allow a service firm to ________.

• A) map out a complete design and flow of all the activities related to customer service
• B) map out the route that service people follow when they leave in the mornings (i.e., truck delivery service)
• C) analyze feedback received from customers after the sale of a service to improve service quality
• D) measure customers' expectations of service
• E) assess the quality of services provided by an employee

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Definitions:

Alcoholism

A chronic disease characterized by uncontrolled drinking and preoccupation with alcohol.

Disease

A particular abnormal condition that negatively affects the structure or function of part or all of an organism, and that is not due to any immediate external injury.

Delusion Of Persecution

A false belief where a person thinks that others are intentionally trying to harm them.

Poison

A substance that is capable of causing illness or death when introduced into or absorbed by a living organism.