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Exam 9: Service Innovation and Design

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Question 31

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When a company offers new services to current customers, it is using a _____ growth strategy.

A) Share building
B) Market development
C) Service development
D) Diversification
E) Market integration

F) C) and E)
G) B) and E)

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Question 32

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Before a trade show ever opens, personnel spend hours assembling the booths, making sure they are all wired for electricity and ensuring the safety of the people who attend the show. This is an example of which component of the service blueprint?

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Question 33

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A retail store manager instructed two new sales associates to greet customers quickly when they enter the store. On the first day the sales associates are working on the selling floor, one sales associate greets customers immediately after they enter the store, while the other associate greets customers after they have looked around for a minute or two. Which of the following risks incurred by describing services in words alone has led to the sales associates greeting customers at different time intervals?

During which stage of the new-service development process are demand analysis, revenue projections, cost analyses and operational feasibility assessed?

During the commercialization stage, the service goes live and is introduced to the marketplace. This stage has two primary objectives. One is to build and maintain acceptance of the new service among large numbers of service delivery personnel who will be responsible for day to day service quality. The other is to:

McDonald's offers home and office delivery service in selected markets in the U.S. and Canada. McDonald's delivery service is a _____ growth strategy.

Service providers need some formal mechanism to ensure ongoing idea generation.

A janitorial service has developed a revolutionary new process for cleaning buildings after flooding. What should be the two primary objectives of the service provider as it enters the commercialization stage of the new-service development process?

In light of mounting competitive and cost-cutting pressures in the U.S., the need for health care services in Mexico and the potential of the Mexican economy, many U.S. hospitals are expanding their services to Mexico. For example, University Medical Center in Tucson, Arizona, provides continuing education classes for Mexican physicians, a toll-free telephone consultation line into Mexico and air transport service into Mexico. By expanding its services into Mexico, University Medical Center is using a _____ grown strategy.

______ are the most common types of new services.

When the character playing Alice in Wonderland signed autographs and had her picture taken with guests at Disneyworld, it was an example of a(n) :

In a service blueprint, the line of visibility separates:

In which of the new-services development processes does a service firm produce a description of the service that represents its specific characteristics and features?

The Pet Palace washes, clips and grooms dogs. The owner and employees of the Pet Palace developed a mobile grooming vehicle. The new service allows them to go to the dog's home to wash, clip and groom it. How can Pet Palace NOT measure the success of its new service?

After an airplane arrives at its gate and passengers disembark, it is cleaned, restocked with food and beverages and refueled by maintenance workers before the next set of passengers board and the airplane departs on its next flight. The activities performed by maintenance workers to prepare the airplane for its next flight is part of which section of the service blueprint?

The line of internal interaction on the service blueprint clarifies interfaces across departmental lines.

Service blueprinting is grounded in all of the following disciplines EXCEPT:

_____ is very useful in helping companies choose the right new service innovations in the first place.

At the _____ stage of the new service development process, the new service is made available to a limited number of its potential customers.

The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment. Cirque du is an example of a: