If the Purpose of the Service Blueprint Is to Understand

question 17

Multiple Choice

If the purpose of the service blueprint is to understand the integration of the various elements of the service process,the blueprint should be examined:

• A) As a whole picture of the service process
• B) Vertically
• C) From left to right only
• D) Horizontally
• E) From right to left only

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Definitions:

Upside-Down Pyramid

The upside-down pyramid puts customers at the top; served by workers whose managers support them.

Decision-Making Process

A systematic approach to making choices among various options based on the analysis and evaluation of factors influencing the decision.

Operating Workers

Employees directly involved in the production of goods or delivery of services in an organization.

Department Supervisor

A managerial position responsible for overseeing the day-to-day operations and performance of a specific department within an organization.