Name: Anizar Bin Ahmad,

Student ID: 2009627358

1. The Flower of Service concept categorizes supplementar service into ! groups as """"""" and """"""""""" supplementar services.

#. enhancing, facilitating $. hospitalit , facilitating %. enhancing, order ta&ing D. tangi'ilit , perisha'ilit

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)eople processing services firms that re*uire direct contact with customer have several option such as""""""""""""""", """""""""""""""" and transport customer to new locations. #. +,port the service concept, import the customers $. Transport the service concept, e,port the goods %. Import the goods, franchising D. +,port, import

-. Service firms need to 'e careful that their pricing schedules do not 'ecome so comple, and with hidden charges that it leads to unethical 'ehavior. The following wa s help firms to improve customers. fairness perception e,cluded: #. /se 'undling to hide discounts $. /se service recover or ma&e up for over'oo&ing %. 0eep awa of lo al customers D. %ommunicate consumer 'enefits of revenue management

1. """""""""""""""""" is a more detailed form of flowcharting. It clearl shows the front2stage and 'ac&stage activities and supplies """"""""""" flows. #. Flow chart, goods $. Service process, information

%. Service scripts, information D. $lueprinting, information

3. # service culture can 'e defined as"""""""""""""""""""""""""". #. %ulture that implemented within the organization $. Shared ideas of what is important in an organization %. #dapt different culture in an organization D. No culture 'een practices within an organization

4. There are 3 &e processes involved in a %56 strateg : #. Driven ' technolog , information management, suppl chain, manufacturing re*uirement, services mar&eting $. Strateg development, value creation, multichannel integration, information management, performance assessment %. Strateg development, value creation, suppl chain, manufacturing re*uirement, services mar&eting D. Driven ' technolog , information management, multichannel integration, information management, performance assessment

7. Service guarantees should 'e designed as"""""""""""""""""""", """""""""""""""""" and credi'le. #. +as to understand, cop $. $ig, eas to collect %. 6eaningful to the customer, eas to collect D. 6eaningless to the customer, 'ig

!. +ffective service recover s stems ma&e it eas for customers to give """""""""""", provide """"""""""""""" for service failure and proactive. #. feed'ac&, compensation $. mone , compensation %. compensation, mone D. feed'ac&, redesign

8. Service redesign approaches t picall focus on achieving several &e performances such as: #. Increased customer satisfaction $. Improved SST %. 5educed num'er of customers D. Increased non2value steps

19.%hoose an of the answers 'elow is not within enhancing services. #. %onsultation $. :ospitalit %. :ouse&eeping D. +,ceptions