In a service blueprint, the line of internal interaction separates:
A. Customer actions from backstage contact employee actions
B. Backstage contact employee actions from support processes
C. Onstage contact employee actions from backstage contact employee actions
D. Customer actions from onstage contact employee actions
E. Onstage contact employee actions from support processes
Answer: B
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Business is booming! Out of excitement, you sent out a memo that told everyone that you would be giving everyone vacations once this quarter’s sales figures were posted on August 1st. Subsequently, everyone in your department planned a vacation for August 1st through the 7th. What was wrong with your message?
a. The who: You did not send the message to the correct people. b. The how: You did not encode your message correctly in terms of when the vacations would be. c. The when: You did not send the message at the right time. d. The where: You did not send the message in the correct setting.
"The revenues from an unrented hotel room are forever lost." This statement refers to which characteristic of services?
a. intangibility b. perishability c. variability d. inseparability
A tabular presentation that shows the outcome for each decision alternative under the various possible states of nature is called a:
A) decision tree. B) payoff table. C) feasible region. D) payback matrix.
Regardless of length of service, the older the employee, the higher the accident rate.
Answer the following statement true (T) or false (F)