The authors state that service leaders must have a service vision because: It creates an in-the-field leadership style Seeing quality as a winning service srategy can be translated into action to give the workforce a passion for service quality service leaders have high standards it prevents them from being isolated from their own businesses
1.The authors state that service leaders must have a service vision because:
It creates an in-the-field leadership style
Seeing quality as a winning service srategy can be translated into action to give the workforce a passion for service quality
service leaders have high standards
it prevents them from being isolated from their own businesses
2.A service blueprint is best defined as:
a process flowchart
a process flow chart showing the activity times
a flowchart that shows the SERVQUAL differences
a flow chart showing failpoints
3.the author discusses poka-yokes as fail-safing devices suitable for services as well as manufacturing. The relationship of poka-yokes to service blueprints is best described as:
having been created by the same woman, Lynn Shostack
creating poka-yokes for each fail point identified in a service blueprint
Having been created by the same company to improve banking services in Japan
producing a large amount of personal creativity to increase customer expectations
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