Not every part of an experience is mission‑critical, yet even minor elements can make or break perceptions. Test your understanding of how peripheral and core services interplay in today’s competitive landscape.
Wi‑Fi in an airline lounge is an example of a ______ service element.
deep core
latent
core
peripheral
Which mapping tool visualises peripheral activities around a core job?
Pareto front
SWOT grid
Gantt chart
service blueprint
In 2025, what percentage of customers say peripheral elements sway their review ratings?
42 %
24 %
4 %
82 %
Charge‑free returns offered by an online retailer are classified as a ______ service.
core
invisible
facilitating
supporting
Core service failure can sometimes be offset by exceptional ______ performance.
bureaucratic
capital
peripheral
inventory
Ticket confirmation emails function as a ______ facilitating service.
finance
information
place
people
Drive‑through pharmacies add convenience, turning a traditionally core counter interaction into what type?
reverse
latent
core collapse
supplementary
Customer‑operated kiosks shift a peripheral function toward ______ participation.
no
self
third‑party
group
Which KPI best measures peripheral ambience quality in hospitality?
cash ratio
occupancy tax
mood score index
beta value
When peripheral services exceed expectations, the overall perceived value curve typically ______.
drops vertically
splits
flattens
shifts upward
Starter
Starter: Brush up on mapping core versus peripheral elements in a service blueprint.
Solid
Solid: Good eye! Strengthen your grasp on leveraging peripheral details for delight.
Expert!
Expert: Excellent! Your nuanced view can optimise complex service ecosystems.
