A Service Blueprint Is a Concept Borrowed from Manufacturing That

question 77

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 customer's perceptions of service expectations
• E) None of the above

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Definitions:

Innovation

The act of introducing something new, such as an idea, method, or device, which is aimed to improve processes, products, or services.

Corporate Venturing

The practice of a large company funding new, innovative projects or startups to explore new markets or technologies.

Venture Creation

The process of conceiving, developing, and bringing a new business or enterprise into existence.

Acquisition Strategies

Plans developed by businesses to successfully buy out or merge with other companies.