5. Product and Price Management
Service Design — Quiz
Test your understanding of service design with 5 practice questions.
Practice Questions
Question 1
Which phase in service design thinking focuses on generating a broad range of creative solutions?
Question 2
In an empathy map, which quadrant captures customers' unspoken emotions?
Question 3
A spa surveys customers on three service dimensions with expectation and perception scores: Reliability (E=4.5, P=4.0), Responsiveness (E=4.2, P=4.5), Assurance (E=4.0, P=3.5). What is the average SERVQUAL gap score?
Question 4
In the service-profit chain, which link directly follows employee satisfaction?
Question 5
According to the peak-end rule in experience design, customer memories of a service are most influenced by which two moments?