After a service firm maps the service process from the customer's point of view, the next step in building a service blueprint is to:

A. Map the service process from the customer contact person's point of view
B. Link customer and contact person activity to needed support function
C. Identify the physical evidence needed to support service quality
D. Draw the lines of interaction and visibility
E. Add evidence of service at each customer step


Answer: D

Business

You might also like to view...

Emotional appeal should be included in

a. informative speeches. b. persuasive speeches. c. informative and persuasive speeches. d. neither informative nor persuasive speeches.

Business

Which library is LEAST likely to be open to a student who is conducting business research?

a. city public library b. library of a business or professional association c. state historical library d. university library

Business

Which reason as to why the applicability of OD and practicing OD in a global environment is essentially associated with confusion or lack of consistency in terminology and application?

a. Culture-bound theory and practice b. Cultural generalizations and the prediction of behavior c. Variation in meaning d. Hidden assumptions about monolithic practices and values

Business

The term walled garden refers to an array of apps available for purchase that do not require pre-approval

Indicate whether the statement is true or false

Business