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Ch 7: Service Design

About This Chapter

Watch video lessons and learn about the importance of service design and quality improvement. The quizzes that follow each of the lessons can help you gauge your comprehension of the materials.

Service Design - Chapter Summary and Learning Objectives

The Service Design chapter discusses the challenges that are faced by managers as well as the service design process. Watching the video lessons in this chapter could help you learn more about:

  • Specific service design tools
  • The meaning of waiting line analysis
  • Different kinds of service

Video Objective
Service Economy: Definition and Characteristics Define and explain service economy.
Types of Service: Package, Customization and Customer Contact Explain the characteristics of different kinds of service.
Elements of the Service Design Process Describe the process of service design.
Tools for Service Design: Blueprinting and Servicescapes Explain front- and back-office activities as well as service blueprinting.
Waiting Line Analysis and Quality Improvement Learn about the traditional cost relationship and the multiple-phase waiting line system.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken
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