Chapters 5

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

Roof

_____ should begin immediately after a service upset occurs and when the customer is visibly upset

Service Recovery

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design:

focuses on implementation

In the context of service-encounter design, high-contact systems would most commonly be found in:

front office operations

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.

Which of the following is true of the House of Quality?

it contains key selling points and features.

In the context of service-encounter design, giving discounts to employees is a form of _____.

recognition

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

tolerance

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

They exert less demand on electrical power plants.

_____ is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly.

Design for Environment

_____ 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

The critical differences between the designs of goods and services lie in the:

detailed product and process design phases

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 _____ provides the behavioral setting where service encounters take place.

servicescape

In the context of the servicescape, in the service-delivery system design, building footprints are examples of:

spatial layout and functionality

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

Prior to designing and configuring a customer benefit package, a firm should understand and develop its:

strategic mission and competitive priorities