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:

Ingratiation

Strategic attempt to get someone to like you in order to obtain compliance with a request.

Emblems

Gestures that replace or stand in for spoken language.

Gestures

Physical actions or movements that express an idea, intention, or emotion.

Sex-Differences

Variations between males and females that can be anatomical, psychological, or behavioral.