Unit 3
What?
What is the first step in designing or analysing a service process?
Environment
What is another term used for service environment?
Elements Again?
Name the seven elements of the Service Talent Cycle.
Symptoms?
Give any three symptoms of stress.
And Elements ...
Name the 7Ps of service marketing.
Huh?
What is the term used to identify points at which there is a risk of things going wrong and service quality being diminished.
Shape?
Identify the three ways that can affect a customer's perception and service experience.
Impact?
Identify any three ways service employees can impact a company's competitive advantage.
Conflicts
Name the three sources of conflict.
Objectives
What are the two types of service communication objectives?
Hmm ...
Explain the meaning of customer experience.
Models?
Name the two models that help us better understand consumer responses to service environments.
Failure
Give any three characteristics of the Employee Cycle of Failure.
Emotional Labour?
Identify the two implications emotional labour has on service employees.
Target?
Identify the three possible types of target audience a service marketing strategy can focus on.
Elements
Name the six elements of customer experience.
Components
Name any five components of the servicescape model.
Success
Give any three characteristics of the Cycle of Success.
Etiquette?
Explain the meaning of customer service etiquette.
Platforms?
Give five examples of an advertising platform.
Characteristics
Identify any five characteristics of a service blueprint.
Personality
Identify the four personality traits that affect how people respond to the service environment.
Teams
Name the three approaches to building high performance service-delivery teams.
Professionalism
Strategies?
Name the three strategies for developing a strong service brand.