The authors state that service leaders must have a service vision because:   It creates an in-the-field leadership style   Seeing quality as a winning service srategy can be translated into action to give the workforce a passion for service quality   service leaders have high standards   it prevents them from being isolated from their own businesses

1.The authors state that service leaders must have a service vision because:

It creates an in-the-field leadership style

Seeing quality as a winning service srategy can be translated into action to give the workforce a passion for service quality

service leaders have high standards

it prevents them from being isolated from their own businesses

2.A service blueprint is best defined as:

a process flowchart

a process flow chart showing the activity times

a flowchart that shows the SERVQUAL differences

a flow chart showing failpoints

3.the author discusses poka-yokes as fail-safing devices suitable for services as well as manufacturing. The relationship of poka-yokes to service blueprints is best described as:

having been created by the same woman, Lynn Shostack

creating poka-yokes for each fail point identified in a service blueprint

Having been created by the same company to improve banking services in Japan

producing a large amount of personal creativity to increase customer expectations