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

---

Definitions:

Total Cost Approach

A method of analysis that involves assessing all costs associated with a decision, including initial costs and ongoing operational costs.

Discount Rate

The interest rate used in discounting future cash flows to present value, often reflecting the cost of capital or risk level.

Present Value

The current worth of a future sum of money or stream of cash flows given a specified rate of return, used in evaluating investment opportunities.

Internal Rate of Return

A financial metric used to evaluate the profitability of an investment, representing the interest rate at which the net present value of all the cash flows (both positive and negative) from a project or investment equal zero.