Rock Musicians
Service Delivery System
Service Quality
First Year Interdisciplinary Exam
The Service Concept
100
Lead singer in The Rolling Stones
Who is Mick Jagger?
100
The three service P's
What is People, Process and Physical evidence?
100
The gap related to not matching performance to promises
What is gap 4?
100
Date for the case to be handed out
What is 22/11/2017?
100
Number of layers in the service package
What is 3?
200
Bass player in Red Hot Chili Peppers
Who is Flea?
200
These people participate in the service delivery system
Who are employees (frontstage and backstage) and customers?
200
The gap related to not selecting the right service quality designs and standards
What is gap 2?
200
Number of students in each group for the written part of the exam
What is 3-5?
200
The term that covers what is mainly provided to the customer
What is core service?
300
Last drummer in Nirvana
Who is Dave Grohl?
300
First line to fill out when doing a blueprint
What is customer actions?
300
The only gap that the company can't fully control
What is gap 5 (the customer gap)?
300
Course not included in the first year interdisciplinary exam
What is business economics?
300
Two models to describe the service concept
What is the service flower and the service package?
400
Drummer in Metallica
Who is Lars Ulrich?
400
Method used to give a chronological and visual illustration of a service design seen from the user's perspective
What is blueprint?
400
The gap related to not delivering to service designs and standards
What is gap 3?
400
Number of hours that you have to finish the written part of the exam
What is 48 (or 51)?
400
Percentage of jobs within the service industry
What is 80?
500
Extremely fast Swedish guitar player
Who is Yngwie Malmsteen?
500
Elements in the augmented service offering model representing the service delivery system
What is Accessibility of the service, Interactions and Customer participation?
500
Factors not controlled by the company which can influence the expected service
What is word of mouth, personal needs and experience?
500
Maximum amount of characters for the written part of the exam
What is 25.000?
500
Type of products and services that we can manipulate to differentiate from competitors
What is enhancing products and services?
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