Page 191 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes 8.7 Review Questions

1. Write the development process for development of new service.
2. Explain the new service development process of a tariff plan at a mobile network provider.
3. “Offer can be a good or a service or a combination of both”. Explain the statement with
examples.
4. Consider any one service firm in the banking industry and discuss its entire product
range.
5. “It is important for the service marketer to study the varying patterns of sales growth over
the lifetime of the offer”. Why? Explain in context with any service industry of your
choice.
6. What should a service firm do to avoid fail points? Explain the process.
7. Discuss the concept of designing innovation process.

8. What is the importance of service blueprint in service innovation process?
9. Define the following terms:

(a) Service concept
(b) Service strategy
10. Elaborate the supporting processes of service innovation process.

Answers: Self Assessment

1. False

2. True
3. False
4. True

5. True
6. proper
7. Aligning
8. design
9. customer

10. supporting processes
11. Blueprinting
12. encounter

13. importance
14. servuction
15. Designing

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