Question 1

In order to manage fluctuating demand in a service business,an organization must understand all of the following EXCEPT:

Accepted Answer

A)  How to chart demand patterns 
B)  Random demand fluctuations 
C)  Demand patterns by market segment 
D)  Predictable demand cycles 
E)  Vertical demand configurations 
A)  How to chart demand patterns 
B)  Random demand fluctuations 
C)  Demand patterns by market segment 
D)  Predictable demand cycles 
E)  Vertical demand configurations

Question 2

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Accepted Answer

A) True 
 B)False

Question 3

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

Accepted Answer

A)  Fluctuates randomly 
B)  Follows no discernible pattern 
C)  Follows a predictable demand cycle 
D)  Follows a vertical demand configuration 
E)  Is dissatisfactory 
A)  Fluctuates randomly 
B)  Follows no discernible pattern 
C)  Follows a predictable demand cycle 
D)  Follows a vertical demand configuration 
E)  Is dissatisfactory

Question 4

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Accepted Answer

A) True 
 B)False

Question 5

Research indicates that yield management approaches are most appropriate when a service market is targeting one large market segment.

Accepted Answer

A) True 
 B)False

In order to manage fluctuating demand in a service business,an organization must understand all of the following EXCEPT:

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Research indicates that yield management approaches are most appropriate when a service market is targeting one large market segment.

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

Exam 13: Managing Demand and Capacity

In order to manage fluctuating demand in a service business,an organization must understand all of the following EXCEPT:

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Research indicates that yield management approaches are most appropriate when a service market is targeting one large market segment.

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