Service Blueprints ____________, and How These Are Supported by Backstage

question 14

Multiple Choice

Service blueprints ____________, and how these are supported by backstage activities and systems.

• A)enhance servicescape features such as furniture and lighting
• B)complicate employee handling of special requests
• C)clarify the interactions between customers and employees
• D)enhance customer technical know-how
• E)diminish customer complaining capacity

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Definitions:

Imaginal

Pertaining to the imagination or imagery, often used in psychology to describe the vividness of mental images.

Representational Systems

The methods by which information is stored, processed, and communicated, often within the context of cognitive psychology or information theory.

Modeled Behavior

Behavior learned through observing and imitating the actions of others, a process fundamental to social learning theory.

Consequences

Refers to the outcomes or results that follow from an action or decision.