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)

Four steps in the Job-centric service innovation model?

Four steps in the Job-centric service innovation model?

STEP ONE:


• Determine what job or jobs customers are trying to get done by using current services and support
• Scan customer-firm touch points for insights on why current services are hired
• Ask the right questions of customers
• Deeply probe to reveal what customers are trying to achieve


STEP TWO:

• Determine whether the jobs for which customers are hiring current services are part of a larger process
• Determine if the jobs for which current services are hired are part of a more encompassing job process.
• Identify beginning and end points of the job customers are trying to get done
• Break down the customer job into a series of steps through job mapping


STEP THREE:


• Determine what opportunities exist to help customers get these jobs done better
• Capture customer outcomes at each step in the entire customer job
• Ensure outcomes are forward-looking measures of success from a customer perspective
• Determine which customer outcomes are important but poorly satisfied.


STEP FOUR:


• Invest time, talent and resources in value creation that will be most meaningful to customers and most differentiated from competitors
• Focus firm time, talent, and resources on unmet customer needs
• Consider innovations both in how services are delivered and what services are delivered
• Transform the customer's role from the buyer to a more active contributor in the value creation process
• Harness customer competence to provide symbiotic benefits to both organizations

What are the benefits for various users of service blueprinting?

What are the benefits for various users of service blueprinting?

o Provides an overview so employees can view service as an integrated whole-- reinforces a customer-orientation.
o Identifies fail points (& needs for recovery strategy development)
o Illuminates the customer's role and demonstrates where the customer experiences quality, contributing to informed service design.
o Promotes a conscious decision on what customers should see and which employees will be in contact with customers.
o Illuminates the elements and connections that constitute the service, which stimulates strategic discussions.
o Provides a basis for identifying and assessing cost, revenue and capital invested in each element of the service.
o Constitutes a rational basis for both external and internal marketing.