Service Management: All About Services
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Questions and Answers

What is the key difference between an output and an outcome?

  • An output is related to costs, while an outcome is related to risks.
  • An output is intangible, while an outcome is tangible.
  • An output is created by the service provider, while an outcome is the result for a stakeholder. (correct)
  • An output is the desired result, while an outcome is the deliverable of an activity.
  • In the context of a service provider organisation, what does 'co-creation' refer to?

  • Consumers providing input or activity in the service creation process. (correct)
  • Service providers creating products based solely on internal decisions.
  • Consumers receiving services without any involvement.
  • Service providers outsourcing the creation of services to other organizations.
  • How is value created in a service according to the text?

  • When a service has more negative than positive effects.
  • When a service eliminates all risks for the consumer.
  • By having more positive than negative effects overall. (correct)
  • By increasing costs for the consumer.
  • What role does a consumer play in risk reduction for a service provider organization?

    <p>Defining the service and its needs.</p> Signup and view all the answers

    Which term describes 'what the service does' and whether it is fit for purpose?

    <p>Utility</p> Signup and view all the answers

    What does 'warranty' refer to in the context of a service?

    <p>Assurance that a product or service will meet agreed requirements.</p> Signup and view all the answers

    How do cost, risk, utility, and warranty contribute to a service's viability?

    <p>By providing a comprehensive understanding of a service's benefits.</p> Signup and view all the answers

    Why is it essential for a service provider organization to understand costs?

    <p>To ensure profitability and adherence to budget constraints.</p> Signup and view all the answers

    What is the primary focus of 'co-creation' in service provision?

    <p>Maximizing consumer involvement in the creation process.</p> Signup and view all the answers

    How do outputs contribute to outcomes in a service provider organization?

    <p>Outputs help consumers achieve outcomes through their tangible or intangible nature.</p> Signup and view all the answers

    What is a product according to the text?

    <p>A configuration of an organization's resources designed to offer value for a consumer</p> Signup and view all the answers

    Which of the following is NOT mentioned as a resource for creating products?

    <p>Customers</p> Signup and view all the answers

    What does a service provider organization need to balance to deliver attractive services?

    <p>Cost and Risk</p> Signup and view all the answers

    Why might consumers quickly stop using a free online banking service according to the text?

    <p>It is insecure and risky</p> Signup and view all the answers

    What is a service according to the text?

    <p>A means of enabling value co-creation</p> Signup and view all the answers

    Why could free one-hour delivery for items ordered via a website be too costly according to the text?

    <p>'Free' offering may be unsustainable</p> Signup and view all the answers

    Which of the following is NOT an area that service provider organizations need to consider when delivering value?

    <p>Partnerships</p> Signup and view all the answers

    What must a product be designed to offer for a consumer, according to the text?

    <p>'Value' for a consumer</p> Signup and view all the answers

    What does a service provide according to the text?

    <p>A 'means' of enabling 'value' co-creation</p> Signup and view all the answers

    Why should service provider organizations balance various areas according to the text?

    <p>To deliver attractive services</p> Signup and view all the answers

    What aspect of a service provider organization's products is designed to offer value for a consumer?

    <p>Value streams</p> Signup and view all the answers

    In the context of service provider organizations, what is the primary focus of balancing cost, risk, outputs, outcomes, utility, and warranty?

    <p>Ensuring the viability of services</p> Signup and view all the answers

    What does a service offer to facilitate outcomes that customers want to achieve?

    <p>Value co-creation</p> Signup and view all the answers

    Why might a free online banking service be unattractive to consumers according to the text?

    <p>It lacks secure transactions</p> Signup and view all the answers

    Which resource is NOT mentioned in the text as part of creating products within service provider organizations?

    <p>Utility</p> Signup and view all the answers

    What is the primary focus of assessing 'utility' of a service?

    <p>Determining if the service removes constraints from the consumer</p> Signup and view all the answers

    Why does a consumer's attitude to risk need to be understood by a service provider organization?

    <p>To design the service appropriately based on risk preferences</p> Signup and view all the answers

    How does 'warranty' differ from 'utility' in a service?

    <p>Warranty refers to the functionality offered by a product or service, while utility refers to how it performs.</p> Signup and view all the answers

    Why is co-creation considered important in the context of value creation for services?

    <p>To enhance consumer participation and input in creating value</p> Signup and view all the answers

    What is the critical aspect that differentiates an 'output' from an 'outcome' in a service provider organization?

    <p>'Output' refers to consumer deliverables, whereas 'outcome' relates to stakeholder results</p> Signup and view all the answers

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