IT2312 Service System Design Quiz

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What does the success of the IT service system depend on?

The location of the IT service system

How well the design and management of the customer-experience system is (correct)

The size of the IT service system

The number of strategies implemented

What is an expectancy-disconfirmation model used to explain?

Customer satisfaction with public services based on initial expectations (correct)

Employee dissatisfaction with public services based on initial expectations

Customer dissatisfaction with public services based on initial expectations

Employee 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 (correct)

Design customer experience systems

Analyze customer feedback

Determine employee salaries

What do value propositions define for a company?

What the company must do to earn a customer’s business Signup and view all the answers

What is the first step in the process of designing the customer-experience system?

A deep understanding of customers’ expectations Signup and view all the answers

What do value propositions serve as, in relation to customer needs?

A company’s promises to customers about how it will meet their needs Signup and view all the answers

What is the equivalent of value-in-use in the context of touch points?

Utilization touch points Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

What is the skill that allows companies to bring network resources together?

Orchestration Signup and view all the answers

Which step in orchestration involves identifying the right people with key resources to participate as members?

Selecting Team Members Signup and view all the answers

What is the first moment of truth according to the text?

When customers make purchase decisions Signup and view all the answers

What type of touch point occurs as the service is experienced?

'Utilization touch points' Signup and view all the answers

What determines how and how well the execution of core steps in orchestration occurs?

'Orchestration' skills and the skills or resources of each member Signup and view all the answers

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 Signup and view all the answers

What does the success of the IT service system depend on?

The design and management of the customer-experience system Signup and view all the answers

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 Signup and view all the answers

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 Signup and view all the answers

What is an expectancy-disconfirmation model used to explain?

Customer satisfaction with public services based on initial expectations Signup and view all the answers

What skill allows companies to bring network resources together?

Service network orchestration Signup and view all the answers

What is the first step in the process of designing the customer-experience system?

Understanding customers' expectations Signup and view all the answers

What is the purpose of a company's value propositions in relation to customer expectations?

To shape customer expectations Signup and view all the answers

What is the equivalent of value-in-use in the context of touch points?

Utilization Touch Points Signup and view all the answers

What does the phrase 'moment of truth' refer to in the company-customer interaction?

The point of satisfaction Signup and view all the answers

What skill allows companies to bring network resources together for meeting customers' needs?

Orchestration Signup and view all the answers

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 Signup and view all the answers

What is the first step in the process of designing the customer-experience system?

Identifying customer needs Signup and view all the answers

What type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?

Acquisition Touch Points Signup and view all the answers

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 Signup and view all the answers

What is the skill that allows companies to bring network resources together?

Orchestration Signup and view all the answers

What do companies rely on for the necessary skills to achieve the company’s value proposition?

Network of suppliers, service providers, and customers Signup and view all the answers

IT2312 Service System Design Quiz

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Questions and Answers

What does the success of the IT service system depend on?

What is an expectancy-disconfirmation model used to explain?

What do managers use the insight and knowledge of the company’s value-added capabilities for?

What do value propositions define for a company?

What is the first step in the process of designing the customer-experience system?

What do value propositions serve as, in relation to customer needs?

What is the equivalent of value-in-use in the context of 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?

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?

How do customer expectations influence purchase decisions and the assessment of service experience?

What is the skill that allows companies to bring network resources together?

Which step in orchestration involves identifying the right people with key resources to participate as members?

What is the first moment of truth according to the text?

What type of touch point occurs as the service is experienced?

What determines how and how well the execution of core steps in orchestration occurs?

What can happen if a customer's experience with a product or service does not meet their expectations in terms of satisfaction?

What does the success of the IT service system depend on?

What is the role of value propositions in relation to customer needs?

What type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?

What is an expectancy-disconfirmation model used to explain?

What skill allows companies to bring network resources together?

What is the first step in the process of designing the customer-experience system?

What is the purpose of a company's value propositions in relation to customer expectations?

What is the equivalent of value-in-use in the context of touch points?

What does the phrase 'moment of truth' refer to in the company-customer interaction?

What skill allows companies to bring network resources together for meeting customers' needs?

What can happen if a customer's experience with a product or service does not meet their expectations in terms of satisfaction?

What is the first step in the process of designing the customer-experience system?

What type of touch point influences customer assessments of satisfaction when customers learn about the services/products and make purchase decisions?

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?

What is the skill that allows companies to bring network resources together?

What do companies rely on for the necessary skills to achieve the company’s value proposition?

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