The first step in developing a service blueprint is ____________
a. to reach a consensus on which activities are more important than others
b. to identify all the key activities involved in creating and delivering the service
c. to identify the links between a set of alternative service possibilities
d. to identify the key employees who will be enacting the service blueprint
e. to identify the key customers who will be participating in the service
b
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A broker has listed a sellers home using an exclusive agency listing agreement. The exclusive agreement is for four months. During this time, the broker expends considerable time, effort and money marketing and advertising on behalf of the seller. Ten days before the date the listing is to expire, the seller decides to sell his home to his next door neighbor. The seller now owes the broker:
a. only the listing half of the commission. b. a full commission. c. no commission. d. a commission only if escrow closes.
The product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________
A) service warranty cost B) out-of-pocket cost C) life-cycle cost D) facilitating services cost E) value-augmentation cost