The Most Common Mistake Made When Constructing a Service Blueprint

question 7

Multiple Choice

The most common mistake made when constructing a service blueprint is:

• A)bottlenecks are not identified correctly.
• B)failure points are not identified correctly.
• C)the blueprint is one-sided − representing only the firm's perception of the process.
• D)script norms are misunderstood.
• E)the time frame for service execution is miscalculated.

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Definitions:

Deductive Reasoning

A method of reasoning in which a decision is made based on the congruence of multiple assertions commonly accepted as truth.

Semantic Networking

A method used in cognitive psychology to model how human memory organizes information, where concepts are linked together based on their meanings.

Divergent Thinking

A thought process used to generate creative ideas by exploring many possible solutions, fostering innovation and problem-solving.

Convergent Thinking

A type of thinking that aims to find a single, correct solution to a problem by focusing knowledge and reasoning.