Podcast
Questions and Answers
Which of the following is NOT a component of the servuction system?
Which of the following is NOT a component of the servuction system?
- Back-stage operations
- Technical core
- Service delivery system
- Front-stage operations (correct)
What can interactions with service employees and other customers during a service encounter do?
What can interactions with service employees and other customers during a service encounter do?
- Have no impact on value
- Create value
- Only create value if the service encounter is positive
- Destroy value (correct)
Why do firms need to 'engineer' interactions in the service environment?
Why do firms need to 'engineer' interactions in the service environment?
- To ensure customers have a negative experience
- To minimize customer interactions
- To reduce the value created during the service encounter
- To ensure customers get the service experience they came for (correct)
Which of the following is NOT a type of interaction that customers have during a service encounter?
Which of the following is NOT a type of interaction that customers have during a service encounter?
What is the role of customers and employees in the service encounter according to the Role Theory Theatrical Perspective?
What is the role of customers and employees in the service encounter according to the Role Theory Theatrical Perspective?
What is the importance of role congruency in a service encounter?
What is the importance of role congruency in a service encounter?
Which of the following is NOT a type of interaction that customers have during a service encounter?
Which of the following is NOT a type of interaction that customers have during a service encounter?
According to Role Theory, what is a role?
According to Role Theory, what is a role?
Why do firms need to 'engineer' interactions in the service environment?
Why do firms need to 'engineer' interactions in the service environment?
Which type of control allows the customer to change the service situation by asking the firm to customize its typical offerings?
Which type of control allows the customer to change the service situation by asking the firm to customize its typical offerings?
Which type of control allows the customer to choose between two or more standardized options without changing either option?
Which type of control allows the customer to choose between two or more standardized options without changing either option?
Which type of control refers to the customer's understanding of why something is happening and what will happen next?
Which type of control refers to the customer's understanding of why something is happening and what will happen next?
