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Questions and Answers
What is the primary risk of not meeting service expectations?
What is the primary risk of not meeting service expectations?
Which factor does NOT affect customer expectations?
Which factor does NOT affect customer expectations?
How can a company effectively address the satisfaction/service quality gap?
How can a company effectively address the satisfaction/service quality gap?
What attitude should service providers adopt to ensure success?
What attitude should service providers adopt to ensure success?
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What is the effect of past experiences on customer service expectations?
What is the effect of past experiences on customer service expectations?
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What can occur if a company does not resolve the gap between customer expectations and actual service provided?
What can occur if a company does not resolve the gap between customer expectations and actual service provided?
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Which scenario best describes the Translation/Specification Gap?
Which scenario best describes the Translation/Specification Gap?
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What leads to the Performance/Service Delivery Gap?
What leads to the Performance/Service Delivery Gap?
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What is a common effect of the Communication Gap?
What is a common effect of the Communication Gap?
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How do customers typically contribute to the Perception Gap?
How do customers typically contribute to the Perception Gap?
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What must service systems be designed for to help avoid value gaps?
What must service systems be designed for to help avoid value gaps?
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What is indicated by a company delivering only 90% of shipments on time despite a 98% standard?
What is indicated by a company delivering only 90% of shipments on time despite a 98% standard?
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Which strategy can help mitigate the Communication Gap?
Which strategy can help mitigate the Communication Gap?
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What is the first core step in orchestration?
What is the first core step in orchestration?
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Which skills are predominantly required for selecting team members?
Which skills are predominantly required for selecting team members?
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What does building team cohesion primarily focus on?
What does building team cohesion primarily focus on?
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What must managers do to avoid the knowledge gap?
What must managers do to avoid the knowledge gap?
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Which of the following best defines a value gap?
Which of the following best defines a value gap?
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What is essential for the successful implementation of customer feedback systems?
What is essential for the successful implementation of customer feedback systems?
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Which of the following is NOT a core step in orchestration?
Which of the following is NOT a core step in orchestration?
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How can businesses ensure customer satisfaction after a product is used?
How can businesses ensure customer satisfaction after a product is used?
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What is the primary focus of the IT service system design?
What is the primary focus of the IT service system design?
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What does the expectancy-disconfirmation model help to explain?
What does the expectancy-disconfirmation model help to explain?
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How do value propositions impact customer expectations?
How do value propositions impact customer expectations?
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What is the first step in designing a customer-experience system according to the content?
What is the first step in designing a customer-experience system according to the content?
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What do value propositions define for a company?
What do value propositions define for a company?
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In the context of customer experience design, what does 'actual customer experience' refer to?
In the context of customer experience design, what does 'actual customer experience' refer to?
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What role do managers play in the customer experience system design process?
What role do managers play in the customer experience system design process?
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What is the significance of shaping customer expectations?
What is the significance of shaping customer expectations?
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What is the purpose of understanding touch points in a company's value system?
What is the purpose of understanding touch points in a company's value system?
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What are Acquisition Touch Points primarily associated with?
What are Acquisition Touch Points primarily associated with?
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What happens if a customer's experience exceeds their expectations during the Utilization Touch Point?
What happens if a customer's experience exceeds their expectations during the Utilization Touch Point?
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Which moment represents the first 'moment of truth'?
Which moment represents the first 'moment of truth'?
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What role does orchestration play in a company’s approach to customer satisfaction?
What role does orchestration play in a company’s approach to customer satisfaction?
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Which of the following outcomes is likely when customer service does not meet expectations?
Which of the following outcomes is likely when customer service does not meet expectations?
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How can the two moments of truth affect customers’ expectations?
How can the two moments of truth affect customers’ expectations?
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What are Utilization Touch Points primarily focused on?
What are Utilization Touch Points primarily focused on?
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Study Notes
IT Service System Design
- The success of an IT service system depends on how well its design and management of the customer experience is. A good system must deliver a positive user experience.
- An expectancy-disconfirmation model can be used to understand customer satisfaction. Customers' initial expectations of a service or product influence their satisfaction after using it.
Customer Experience System Design
- The process starts with understanding customer expectations. Managers use this insight and the company's capabilities to create attractive value propositions. These represent promises to meet customer needs.
- Value propositions define what a company needs to do to earn a customer's business and shape customer expectations. These expectations influence purchasing decisions and how customers assess the service experience.
Touch Points
- Customers interact with a company's value system through various touch points. These interactions are essential to customer satisfaction.
- Touch points are vital as they can create lasting impressions about the service/product. The phrases "moment of truth" represent the criticality of these interaction points.
- Two types of touch points exist:
- Acquisition Touch Points: Occur when customers learn about a service/product, like comparing network plans before purchase.
- Utilization Touch Points: Happen when the service/product is used, like installed networks functioning as promised. The first and second moments of truth are key touch points here.
Orchestration
- Companies rely on a network of suppliers, service providers, and customers to meet customer needs.
- Orchestration is the skill of bringing these network resources together.
- Core steps of orchestration:
- Selecting Team Members: This requires identifying the right people and resources.
- Assigning Team Roles: Assigning each member with the correct roles and responsibilities that match their expertise.
- Building Team Cohesion: Team member relationships and chemistry are important for success.
Service Value Gaps
- Only customers determine service/product satisfaction. Customer feedback is valuable in defining expectations.
- Six value gaps affect customer satisfaction:
- Knowledge Gap: Between customer expectations and the provider's understanding of those expectations.
- Translation/Specification Gap: When industry standards don't align with customer needs.
- Performance/Service Delivery Gap: When the actual service delivery falls short of expectations.
- Communication Gap: When a company overpromises and underdelivers.
- Perception Gap: When customer interpretations of results differ from reality.
- Satisfaction/Service Quality Gap: Misalignment of service expectations and actual service received.
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Description
This quiz explores the principles of IT service system design, emphasizing the importance of customer experience and satisfaction. It covers models such as expectancy-disconfirmation and the creation of effective value propositions. Understand how touch points influence customer interactions with a company's services.
