Ch05 Good & Service Design SA

__________should begin immediately after a service upset occurs and when the customer is visibly upset.

Service recovery

The__________provides the behavioral setting where service encounters take place.

Servicescape

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which of the following dimensions of servicescape is the firm addressing?

Spatial layout and functionality

The bottom of a House of Quality identifies the technical features that ________.

have the strongest relationships to customer requirements

In the context of quality function deployment, one of the first steps to build the House of Quality is to:

identify the technical features of the design of the product.

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the__________.

tolerance

In the context of quality function deployment, building a House of Quality begins by identifying the:

voice of the customer.

Which of the following is one of the principal elements of service-encounter design?

Recognition and reward

Linda is the owner of Souvenirstop, a chain of souvenir shops. One of the shops is located at the City Centre Mall. Though the shop is popular, she does not get many tourists in the City Centre Mall branch. She is considering opening another store near a popular tourist attraction to attract more tourists to her shop. Which of the following elements of service-delivery system design is Linda addressing?

Facility location and layout

__________is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model.

Prototype testing

At which of the following stages are the perceptions of a firm and its goods and services created?

The service-encounter design stage

Which of the following is true of Energy Star-certified products?

They exert less demand on electrical power plants

David runs a bed and breakfast in the outskirts of a big city. His employees are allowed to spend up to $200 to resolve any customer complaints, with no questions asked. This is an example of:

empowerment

The _____ of the House of Quality shows the interrelationships between any pair of technical features.

roof

__________focuses on the interaction, directly or indirectly, between the service provider(s) and the customer.

service encounter design