Question 1

The primary constraint on service production for an air freight delivery service is:

Accepted Answer

A)  Equipment 
B)  Labor 
C)  Money 
D)  Facilities 
E)  Time 
A)  Equipment 
B)  Labor 
C)  Money 
D)  Facilities 
E)  Time

Question 2

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

Accepted Answer

A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic to reduce wait 
A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic to reduce wait

Question 3

Large-scale disasters such as the Japanese earthquake and tsunami in 2011 and Superstorm Sandy in 2012 can cause ________ in telephone and Internet services.

Accepted Answer

A)  Random demand fluctuations 
B)  Relative demand shifts 
C)  Predictable demand cycles 
D)  Vertical demand configurations 
E)  Organized demand patterns 
A)  Random demand fluctuations 
B)  Relative demand shifts 
C)  Predictable demand cycles 
D)  Vertical demand configurations 
E)  Organized demand patterns

Question 4

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 5

Waiting time feels longer when customers:

Accepted Answer

A)  Are relaxed while waiting 
B)  Are reading or drinking a beverage while waiting 
C)  Are alone while waiting 
D)  Know how long they will have to wait 
E)  Understand why they are waiting 
A)  Are relaxed while waiting 
B)  Are reading or drinking a beverage while waiting 
C)  Are alone while waiting 
D)  Know how long they will have to wait 
E)  Understand why they are waiting

Question 6

The business program at Big State University offers classes that start as early as 6:30 a.m.and as late as 9:30 p.m.for its undergraduates.It also has Saturday and Sunday undergraduate classes in addition to its regular daytime program.Big State University is using which of the following strategies for shifting demand to match capacity?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 7

At Benford Bank,all customers opting for the drive-thru can pick from one of three lanes.One line may seem to move faster than the others,but all allow customers to accomplish any type of transaction.Which of the following queue configurations does Benford Bank use?

Accepted Answer

A)  Multiple queue 
B)  Double queue 
C)  Take-a-number queue 
D)  Queue with barriers 
E)  Roundabout queue 
A)  Multiple queue 
B)  Double queue 
C)  Take-a-number queue 
D)  Queue with barriers 
E)  Roundabout queue

Question 8

Overuse or under use of service can directly contribute to provider gap 3 - failure to deliver what was designed and specified.

Accepted Answer

A) True 
 B)False

Question 9

A professional baseball team that has unsold tickets for a Friday night game cannot resell those tickets for a game the following afternoon due to the _____ characteristic of services.

Accepted Answer

A)  Intangibility 
B)  Simultaneous production and consumption 
C)  Heterogeneity 
D)  Perishability 
E)  Divisibility 
A)  Intangibility 
B)  Simultaneous production and consumption 
C)  Heterogeneity 
D)  Perishability 
E)  Divisibility

Question 10

The primary capacity constraint on service production for an interior decorator is time.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is NOT a risk associated with the use of price differentiation to smooth demand?

Accepted Answer

A)  Customers paying higher prices may feel they are being treated unfairly 
B)  Attracting undesired market segments 
C)  Increased capacity utilization 
D)  Customers becoming accustomed to low price 
E)  The potential impact on the organization's image 
A)  Customers paying higher prices may feel they are being treated unfairly 
B)  Attracting undesired market segments 
C)  Increased capacity utilization 
D)  Customers becoming accustomed to low price 
E)  The potential impact on the organization's image

Question 12

Peak demand for rooms at the Phoenician,an upscale hotel in Scottsdale,Arizona,occurs during the tourist season from November through mid-April.During the summer slow season when demand for rooms drops considerably,the Phoenician encourages local residents to experience the beauty of the hotel on weekends by offering attractively priced weekend packages.The Phoenician uses which of the following strategies for shifting demand to match capacity?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 13

If you buy your tickets early for a live theater production in Rome,you'll pay about 30 percent less,than if you buy them on the day of the show.The lower price helps the early sale of tickets and guarantees the audience will be large enough to justify the cost and effort put into the production.What strategy does the theater company use to shift demand for theater tickets?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 14

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

Accepted Answer

A)  Their willingness to perform the service role 
B)  The importance of the customer 
C)  The duration of their stay in the amusement park 
D)  Their need to have fun 
E)  The payment of a premium price 
A)  Their willingness to perform the service role 
B)  The importance of the customer 
C)  The duration of their stay in the amusement park 
D)  Their need to have fun 
E)  The payment of a premium price

Question 15

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate busy days and times to customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate busy days and times to customers

Question 16

A dry cleaning establishment is more likely to experience a wide demand fluctuation over time than a cleaning company that specializes in cleaning up after a fire.

Accepted Answer

A) True 
 B)False

Question 17

The lack of inventory capability in services is due to the service characteristic of intangibility.

Accepted Answer

A) True 
 B)False

Question 18

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

Accepted Answer

A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic 
A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic

Question 19

An advantage of a single-queue configuration is that customers have an opportunity to select a particular service provider.

Accepted Answer

A) True 
 B)False

Question 20

Shelton Elementary School only needs its gymnasium from Monday through Friday.On the weekends it rents the facilities to an Upward Bound basketball program sponsored by a local church.By renting its facilities,the elementary school is:

Accepted Answer

A)  Adjusting capacity to match demand 
B)  Creating optimal supply 
C)  Optimizing its demand pattern 
D)  Outsourcing 
E)  Smoothing peaks and valleys of demand 
A)  Adjusting capacity to match demand 
B)  Creating optimal supply 
C)  Optimizing its demand pattern 
D)  Outsourcing 
E)  Smoothing peaks and valleys of demand

The primary constraint on service production for an air freight delivery service is:

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

Large-scale disasters such as the Japanese earthquake and tsunami in 2011 and Superstorm Sandy in 2012 can cause ________ in telephone and Internet services.

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

Waiting time feels longer when customers:

At Benford Bank,all customers opting for the drive-thru can pick from one of three lanes.One line may seem to move faster than the others,but all allow customers to accomplish any type of transaction.Which of the following queue configurations does Benford Bank use?

Overuse or under use of service can directly contribute to provider gap 3 - failure to deliver what was designed and specified.

A professional baseball team that has unsold tickets for a Friday night game cannot resell those tickets for a game the following afternoon due to the _____ characteristic of services.

The primary capacity constraint on service production for an interior decorator is time.

Which of the following is NOT a risk associated with the use of price differentiation to smooth demand?

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

A dry cleaning establishment is more likely to experience a wide demand fluctuation over time than a cleaning company that specializes in cleaning up after a fire.

The lack of inventory capability in services is due to the service characteristic of intangibility.

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

An advantage of a single-queue configuration is that customers have an opportunity to select a particular service provider.

Shelton Elementary School only needs its gymnasium from Monday through Friday.On the weekends it rents the facilities to an Upward Bound basketball program sponsored by a local church.By renting its facilities,the elementary school is:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

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Exam 13: Managing Demand and Capacity

The primary constraint on service production for an air freight delivery service is:

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

Large-scale disasters such as the Japanese earthquake and tsunami in 2011 and Superstorm Sandy in 2012 can cause ________ in telephone and Internet services.

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

Waiting time feels longer when customers:

At Benford Bank,all customers opting for the drive-thru can pick from one of three lanes.One line may seem to move faster than the others,but all allow customers to accomplish any type of transaction.Which of the following queue configurations does Benford Bank use?

Overuse or under use of service can directly contribute to provider gap 3 - failure to deliver what was designed and specified.

A professional baseball team that has unsold tickets for a Friday night game cannot resell those tickets for a game the following afternoon due to the _____ characteristic of services.

The primary capacity constraint on service production for an interior decorator is time.

Which of the following is NOT a risk associated with the use of price differentiation to smooth demand?

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

A dry cleaning establishment is more likely to experience a wide demand fluctuation over time than a cleaning company that specializes in cleaning up after a fire.

The lack of inventory capability in services is due to the service characteristic of intangibility.

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

An advantage of a single-queue configuration is that customers have an opportunity to select a particular service provider.

Shelton Elementary School only needs its gymnasium from Monday through Friday.On the weekends it rents the facilities to an Upward Bound basketball program sponsored by a local church.By renting its facilities,the elementary school is:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters