98 Questions
What is the primary purpose of service actions?
To address a consumer need
How can a service provider offer the same product to different consumer groups?
By offering the same product in different ways
What is a key aspect of service provision?
Managing resources to deliver the service
What is the main focus of service relationships?
Cooperation between the service provider and consumer
What is included in service consumption?
Activities performed by an organization to consume services
What is a benefit of offering customized services?
Improving customer experience
What is the traditional approach to customer relationships that organisations have moved away from?
One-directional, distant, and without feedback
What is the primary focus of co-creation in service delivery?
Enhancing customer experience
What is an important aspect of service relationship management?
Joint activities to ensure continual value co-creation
How do online services enable organisations to capture customer feedback more effectively?
By tracking customer behaviour online
What is represented in Figure 2?
A generic representation of a service
What is the outcome of co-creation in service delivery?
Improved customer experience and interactive relationships
What is the role of suppliers in co-creation?
To collaborate with organisations to offer valuable services
What is an example of a service used in the text?
Consulting services
What is depicted in Figure 3?
The service relationship model
What is the significance of value co-creation?
It implies involvement from both the service provider organisation and the consumer
What is an important aspect of a service?
Managing consumer resources
What is implied by the text about organisational relationships?
They are complex networks of relationships
What is the primary goal of co-creation in service relationships?
To increase active customer involvement
In traditional organisational structures, how did companies view their relationship with customers?
As a one-directional, distant relationship
What is a key benefit of online services in terms of capturing customer feedback?
It enables the tracking of customer behavior and feedback
What is the significance of value co-creation in service relationships?
It implies that value is created through a collaborative effort between the organisation and the customer
What is a key aspect of service relationships in terms of product and service offerings?
Each product and service is part of a web of service relationships
What is the primary purpose of the Plan value chain activity?
To ensure a shared understanding of the vision, current status, and improvement direction for all products and services
Where are new resources obtained from?
Obtain/build
Which activity involves component, product, and service creation, modification, delivery, maintenance, and support?
Design & transition, Obtain/build, and Deliver & support
What is the output of the Plan activity that is used as input for the Engage activity?
Contract agreements
What is the primary goal of a service provider in terms of balancing different areas?
To deliver attractive services
What are Products & services, Demand, and Value in the context of the service value chain?
SVS components
What is the relationship between outputs and outcomes in a service provider organisation?
Outputs enable consumers to achieve their desired outcomes
What is the significance of considering products and services holistically?
To avoid missing the 'big picture'
What is the role of consumers in co-creation of value?
They are involved in the production of the service
What is the primary focus of a service provider in terms of resources?
To configure resources to offer value
What is the primary role of a travel agent in the example given?
To understand the consumer's needs and tailor the service accordingly
What is necessary for value co-creation to take place?
Both the consumer and the service provider organisation receive value
Why is it important for the consumer to share information with the travel agent?
To enable the travel agent to understand their needs and tailor the service accordingly
What is an outcome of value co-creation in the travel agent example?
The travel agent receives a profit, and the consumer receives a tailored holiday
What is the relationship between the travel agent and other service providers?
The travel agent uses other service providers to build the service
What is meant by the customer experience (CX)?
The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer
What is the primary purpose of understanding the service consumer's perspective of value?
To map value to intended outcomes
What is necessary for an organisation's employees to focus on value?
To understand what value looks like for their particular organisation and its consumers
Which of the following is a key consideration for service providers to successfully apply the 'focus on value' principle?
How to maintain a focus on value in day-to-day operations
What is the primary difference between user experience (UX) and customer experience (CX)?
UX is about interacting with a product or service, while CX is about interacting with a service and service provider
In organisations with many layers of management, who may not understand the concept of 'value'?
Frontline workers
What is a key benefit of clearly defining roles in a project?
To improve communication and relationships
What is a guiding principle for starting improvement efforts?
Assess the current position first
What can be a result of starting over completely when making changes?
Waste of time and resources
What is the goal of the sponsor in the laptop project scenario?
To purchase the cheapest laptops possible
Why is it important to assess the current position before making changes?
To reuse or build on existing services and processes
Which stakeholder receives benefits from the service and optimises costs and risks?
Service consumer
What can be a consequence of revolutionary change?
Unforeseen negative consequences
In the laptop project scenario, who should be active in the customer role to define requirements clearly?
The sales representatives
What type of value do service provider employees receive?
Job satisfaction and personal development
What is the benefit of a flatter organisational structure?
Better communication of key concepts
What is a key concept that may not be communicated to frontline workers in hierarchical organisations?
Value
What is an alternative to revolutionary change?
Evolutionary change
What can be a result of not considering what is already available when making changes?
Waste of time and resources
What is the main benefit of assessing the current position before making changes?
Reduced waste and improved efficiency
What do organisations need to do to capture feedback from their customers more easily?
Use online services to track customer behaviour
What is the focus of co-creation in service delivery?
Customer experience and interactive relationships
What is implied by the concept of value co-creation?
Value is created through a two-way relationship
What is a key aspect of service relationships in terms of product and service offerings?
Each product and service is part of a web of service relationships
What is a benefit of organisations collaborating with their customers and suppliers?
Increased innovation and value co-creation
What does the Engage activity include in the service value chain?
All engagement interactions with internal or external customers
What is the primary output of the Plan activity that is used as input for the Improve activity?
Improvement opportunities
Which of the following is NOT a service value chain activity?
Products & services
What is the primary purpose of the Plan activity in the service value chain?
To ensure a shared understanding of the vision, current status, and improvement direction
Which activity is responsible for component, product and service creation, modification, delivery, maintenance, and support?
Design & transition, Obtain/build, and Deliver & support
What is a key consideration for service providers to deliver attractive services?
Balancing cost, risk, outputs, outcomes, utility, and warranty
What is the relationship between outputs and outcomes in a service provider organisation?
Outputs are used to achieve desired outcomes
What is the primary focus of co-creation in service relationships?
Enabling value co-creation by facilitating desired outcomes
What is the significance of considering products and services holistically?
To avoid missing the 'big picture' and ensure customer satisfaction
What is the primary goal of a service provider in terms of resource management?
To configure resources to offer value to customers
What is the primary focus of service providers in terms of resource allocation?
Meeting customer needs
What is a key aspect of product configuration in service relationships?
Customizing products
Why is value co-creation essential in service delivery?
To meet customer needs
What is a key consideration for service providers in terms of resource management?
Optimizing resource allocation
What is a key aspect of service quality in terms of customer relationships?
Meeting customer expectations
What is the primary focus of customer experience (CX) and user experience (UX)?
Emotional and functional interactions with a service and service provider
What is necessary for an organisation's employees to successfully apply the 'focus on value' principle?
Understanding what value looks like for the organisation and its consumers
What is a key aspect of service provision in terms of understanding the service consumer?
All of the above
What is a key benefit of organisations that focus on value in their day-to-day operations?
Maintaining a focus on value in day-to-day operations
What is a key aspect of service relationships in terms of value co-creation?
Understanding the customer's perspective of value
What is the primary benefit of clearly defining roles in a project?
To improve communication and relationships among stakeholders
What is the primary goal of the service provider in the laptop project scenario?
To receive funding or loyalty from consumers
What is the primary difference between service consumers and service providers?
Service consumers receive benefits, while service providers receive funding
What is the primary benefit of involving users in the customer role?
To ensure that requirements are clearly defined up front
What type of value do service provider employees receive?
Job satisfaction and personal development
What is a potential issue in organisations with a hierarchical structure?
Failing to communicate key concepts to frontline workers
Why is it important to assess the current position before making changes?
To leverage existing resources and avoid waste
What is a guiding principle for starting improvement efforts?
Start where you are and leverage existing resources
What is a potential consequence of revolutionary change?
Unforeseen negative consequences
Why is a flatter management structure beneficial?
It helps to communicate key concepts to all employees
What is a common pitfall when making changes?
Not considering what is already available
What is an alternative to revolutionary change?
Evolutionary change
What is a key aspect of service provision?
Focusing on value and leveraging existing resources
Why is it important to focus on value?
To understand the customer's perspective of value
What is a key consideration for service providers?
Focusing on value and leveraging existing resources
Learn about the importance of defining and managing relationships between internal departments and with customers. Understand how value is co-created in a two-way relationship.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
