Podcast
Questions and Answers
What does the success of the IT service system depend on?
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?
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?
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 do value propositions define for a company?
What is the first step in the process of designing the customer-experience system?
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 do value propositions serve as, in relation to customer needs?
What is the equivalent of value-in-use in the context of touch points?
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?
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?
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?
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?
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?
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 is the first moment of truth according to the text?
What type of touch point occurs as the service is experienced?
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 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 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 does the success of the IT service system depend on?
What is the role of value propositions in relation to customer needs?
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 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 is an expectancy-disconfirmation model used to explain?
What skill allows companies to bring network resources together?
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 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 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 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 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 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 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 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 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 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 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?
What do companies rely on for the necessary skills to achieve the company’s value proposition?
