Value and Service Management Concepts
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Questions and Answers

What is value according to the text?

  • The cost of something
  • The size of something
  • The perceived benefits, usefulness, and importance of something (correct)
  • The quantity of something

    • How is service management defined in the text?

  • A set of specialized organizational capabilities for enabling value for customers in the form of services (correct)
  • A process of reducing benefits for customers
  • A set of capabilities for minimizing value for customers
  • A way to ignore customers' needs

    • What is the nature of the relationship between organizations and customers according to the text?

  • Two-directional with feedback (correct)
  • One-directional with feedback
  • One-directional and without feedback
  • Two-directional without feedback

    • Which of the following is NOT described as a type of organisation in the text?

    <p>A musical band</p> Signup and view all the answers

    What does co-creation focus on according to the text?

    <p>Interactive relationships and customer experience</p> Signup and view all the answers

    Why do organisations need to collaborate with consumers and suppliers according to the text?

    <p>To offer valuable services through active customer involvement</p> Signup and view all the answers

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