32 Questions
What does the success of the IT service system depend on?
How well the design and management of the customer-experience system is
What is an expectancy-disconfirmation model used to explain?
Customer satisfaction with public services based on initial expectations
What do managers use the insight and knowledge of the company’s value-added capabilities for?
Create attractive value propositions
What do value propositions define for a company?
What the company must do to earn a customer’s business
What is the first step in the process of designing the customer-experience system?
A deep understanding of customers’ expectations
What do value propositions serve as, in relation to customer needs?
A company’s promises to customers about how it will meet their needs
What is the equivalent of value-in-use in the context of touch points?
Utilization touch points
In the context of customer-experience system design, which type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?
Acquisition touch points
What phrase was coined to help employees understand that each touch point is vital as it may be the moment that sets customer impressions of a service forever?
Moments of truth
How do customer expectations influence purchase decisions and the assessment of service experience?
They can lead to satisfaction or dissatisfaction based on meeting or not meeting expectations
What is the skill that allows companies to bring network resources together?
Orchestration
Which step in orchestration involves identifying the right people with key resources to participate as members?
Selecting Team Members
What is the first moment of truth according to the text?
When customers make purchase decisions
What type of touch point occurs as the service is experienced?
'Utilization touch points'
What determines how and how well the execution of core steps in orchestration occurs?
'Orchestration' skills and the skills or resources of each member
What can happen if a customer's experience with a product or service does not meet their expectations in terms of satisfaction?
Dissatisfaction emerges and complaints are more likely
What does the success of the IT service system depend on?
The design and management of the customer-experience system
What is the role of value propositions in relation to customer needs?
They define what the company must do to earn a customer's business
What type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?
1st Moment of Truth
What is an expectancy-disconfirmation model used to explain?
Customer satisfaction with public services based on initial expectations
What skill allows companies to bring network resources together?
Service network orchestration
What is the first step in the process of designing the customer-experience system?
Understanding customers' expectations
What is the purpose of a company's value propositions in relation to customer expectations?
To shape customer expectations
What is the equivalent of value-in-use in the context of touch points?
Utilization Touch Points
What does the phrase 'moment of truth' refer to in the company-customer interaction?
The point of satisfaction
What skill allows companies to bring network resources together for meeting customers' needs?
Orchestration
What can happen if a customer's experience with a product or service does not meet their expectations in terms of satisfaction?
Dissatisfaction emerges instead
What is the first step in the process of designing the customer-experience system?
Identifying customer needs
What type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?
Acquisition Touch Points
What phrase was coined to help employees understand that each touch point is vital as it may be the moment that sets customer impressions of a service forever?
Moment of Truth
What is the skill that allows companies to bring network resources together?
Orchestration
What do companies rely on for the necessary skills to achieve the company’s value proposition?
Network of suppliers, service providers, and customers
Test your knowledge of IT service system design and customer-experience management with this quiz. Learn about the expectancy-disconfirmation model and its application in explaining customer satisfaction with public services.
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