A Service Blueprint Is a Concept Borrowed from Manufacturing That

question 13

Multiple Choice

A service blueprint is a concept borrowed from manufacturing that allows 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)Tell who in the organization is performing beyond expectations and is used for bonuses
• D)Measure customers' perceptions of service expectations
• E)None of these

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Definitions:

Sexual Activity

Any behavior that involves the stimulation or interaction of sexual organs or the arousal of sexual desire.

Antidrug Norms

Societal rules and standards that discourage the use or abuse of drugs.

Bicultural Identity

Identifications with one’s ethnic heritage as well as with the majority culture.

Berry

Berry commonly refers to a small, pulpy, and often edible fruit, though the botanical definition includes fruits that are not typically regarded as berries in the culinary sense.