1. Market testing is used to pilot run a new service to be sure the operational details are functioning smoothly.
A. TRUE
B. FALSE
2. In the post introduction evaluation stage of the new-service development process information gathered during commercialization of the service can be reviewed and changes made based on actual market response to the offering.
A. TRUE
B. FALSE
3. The loading of passengers' baggage onto an airplane by baggage handlers is a backstage contact employee action.
A. TRUE
B. FALSE
4. On the service blueprint, the line of visibility separates all contact employee actions that are visible to the customer from those that are not.
A. TRUE
B. FALSE
5. Standardization of service behaviors and actions is inconsistent with employee empowerment.
A. TRUE
B. FALSE
6. Companies that have been successful in delivering consistently high service quality do not have formal standards to guide employees.
A. TRUE
B. FALSE
7. Virtually all companies possess standards and measures that are company-defined.
A. TRUE
B. FALSE