Service customers are often able to accurately evaluate the technical skills of the service personnel for complex services, T or F

Answer: False

The case of Zappos and how this relates to customer defined standards

The case of Zappos and how this relates to customer defined standards

Efficient fulfillment processes such as static shelves, carousels, and the Kiva system allow orders to be shipped and delivered in a timely manner

• Process incoming merchandise within 24 hours
• Every product has a unique license plate number (LPN) to keep track of its history
• Team members can "put away" over 100 items per hour.
• "Pickers" retrieve products from shelves once orders are received.

Five principles of service design thinking?

Five principles of service design thinking?

1) User centered: everything should be experienced from the customer's point of view. This means that we need a certain amount of customer participation to be able to understand what our customers actually want and keep the service running.

2) Co-creative: We should include stakeholders in the service design process.

3)Sequencing; We should visualise the service as a sequence of interrelated actions. We have to consider the service timeline when we design a service, because rhythm really affects the mood of the customer. We should prototype services and test their impact on customers.

4)Evidencing; We should visualise intangible services in terms of physical artefacts. This means that we need to make customers aware of of the intangible service.

5) Holistic; We should consider the whole environment of the service. We need to remember that even though a service is intangible.

Difference between and importance of both hard standards and measures and soft standards and measures?

Difference between and importance of both hard standards and measures and soft standards and measures?

Hard standards and measure

• Things that can be counted, timed, or observed through audits (time, numbers of events)
Soft Standards and Measures

• Opinion-based measures that cannot be observed and must be collected by talking to customers (perceptions, beliefs)