The document contains 10 questions and answers about designing and managing services. It addresses key concepts such as the characteristics of services, determinants of service quality, causes of customer failures, categories of service mix, and ways to increase quality control in services. The questions focus on distinguishing services from other sectors, defining services, solving customer problems, measuring service quality, and varying aspects of services.

1. Top 10 Learning Questions, Answers and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 http://markleelegendary.blogspot.com/

3. Service Sectors Government Private Nonprofit Business Manufacturing Retail http://markleelegendary.blogspot.com/

6. A service is any act or performance that one party can offer to another that is essentially intangible, does not result in the ownership of anything, and may or may not be tied to a physical product http://markleelegendary.blogspot.com/

12. SERVICES Has 4 distinctive characteristics – intangibility, inseparability, variability, perishability. http://markleelegendary.blogspot.com/

15. Determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles http://markleelegendary.blogspot.com/

18. Customer Worries Failure Frequency Downtime Out of Pocket Costs http://markleelegendary.blogspot.com/

21. Root Causes of Customer Failure Identified Customer Failure People Process Technology Sercivescape http://markleelegendary.blogspot.com/

24. Categories of Service Mix The service component can be a minor or a major part of the total offering. The categories of service mix are as follows: pure tangible good, tangible good with accompanying services, hybrid, major service with accompanying minor goods and services, and pure service. http://markleelegendary.blogspot.com/

27. How to increase Quality Control Invest in good hiring and training procedures Standardize the service – performance process Monitor Customer Satisfaction http://markleelegendary.blogspot.com/

30. Services vary in many ways basis, process, need, objectives, and evaluation. http://markleelegendary.blogspot.com/

32. Top 10 Learning Questions, Answers and Concepts for Chapter 13 : Designing and Managing Services Mark Lee Sept. 2, 2010 http://markleelegendary.blogspot.com/