Question 1

Service blueprints are most useful when developed for a particular customer or customer segment,assuming that the service varies across segments.

Accepted Answer

Service blueprints can help identify and understand differences in the service experience across different customer segments, making them particularly useful when developed for a particular customer or customer segment. This allows for customization and tailoring of the service to meet the specific needs and preferences of that segment.

Question 2

What does a typical service blueprint depict?

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Question 3

Describe the five principles central to service design thinking.

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Question 4

The last step of building a service blueprint is to add the physical evidence of the service.

Accepted Answer

Physical evidence refers to the tangible components of the service, such as the location, equipment, signage, and packaging. It is an important aspect of the service experience and should be included in the service blueprint.

Question 5

What kind of growth strategy is Procter and Gamble pursuing as it ventures into services such as Tide Dry Cleaners and Mr.Clean Car Washes?

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Question 6

While at Six Flags over Georgia,Mitch had his picture taken with Tweetie Bird,one of the many Warner Brothers characters that tour the park.Which component of the service blueprint does the picture exemplify?

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Question 7

When creating a service blueprint,what step follows mapping the service process from the customer's point of view?

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Question 8

During what stage of the new-service development process is empathetic design used?

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Question 9

What are the two important considerations for service innovation?

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Question 10

What are the four risks incurred when services are described in words alone?

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Question 11

What is the last stage of the new-service development process?

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Question 12

While finding someone who will count and wrap your coins has been an available service for years,the recent invention of machines that,for a small fee,will perform the same service is an example of what kind of innovation?

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Question 13

What kind of growth strategy is being used when a convenience store in a small rural town adds a deli sandwich section?

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Question 14

Comment on the following statement: "New-service development is typically a linear process".

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Question 15

The service blueprint can be analyzed horizontally if the purpose is to understand the integration of the service process or to identify for particular employees where they fit into the bigger picture.

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Question 16

What kind of an innovation occurs when a beauty salon adds a tanning booth to its service offerings?

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Question 17

The first step in building a service blueprint is to map contact employee actions.

Accepted Answer

The first step in building a service blueprint is to map the customer journey, not the contact employee actions. Contact employee actions are mapped later in the process.

Question 18

What is the first step in the new-service development process?

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Question 19

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 20

What should be the two primary objectives of the service provider as it enters the commercialization stage of the new-service development process?

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Quiz 8: Service Innovation and Design