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. (D)</p> Signup and view all the answers

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

<p>Utility (A)</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. (A)</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. (A)</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. (C)</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. (B)</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. (A)</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 (A)</p> Signup and view all the answers

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

<p>Customers (A)</p> Signup and view all the answers

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

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

What is a service according to the text?

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

What does a service provide according to the text?

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

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

<p>To deliver attractive services (C)</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 (A)</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 (B)</p> Signup and view all the answers

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

<p>Value co-creation (C)</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 (A)</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 (D)</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 (D)</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 (A)</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. (A)</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 (C)</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 (D)</p> Signup and view all the answers

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