Question 1

Discuss why a subway car has elastic capacity.

Accepted Answer

A subway car has elastic capacity becaus

Question 2

Which of the following is NOT a way of understanding the nature of demand curves?

Accepted Answer

A)  Research. 
B)  Analyzing parallel situations in other locations. 
C)  Trial and error. 
D)  Analyzing parallel situations in comparable services. 
E)  Analyzing competing demand positions. 
A)  Research. 
B)  Analyzing parallel situations in other locations. 
C)  Trial and error. 
D)  Analyzing parallel situations in comparable services. 
E)  Analyzing competing demand positions.

Question 3

Which of the following is NOT one of the productive capacity forms in a service context?

Accepted Answer

A)  Physical facilities designed to contain customers 
B)  Physical equipment used to process people, possessions, or information 
C)  Customers 
D)  Labor 
E)  Infrastructure 
A)  Physical facilities designed to contain customers 
B)  Physical equipment used to process people, possessions, or information 
C)  Customers 
D)  Labor 
E)  Infrastructure

Question 4

Theme parks cleverly design their waiting areas to do which of the following?

Accepted Answer

A)  Make the wait look as long as it is so they aren't disappointed 
B)  Find ways to give the customers the impression of constant progress 
C)  Keep the waiting area distraction free so people keep moving in line 
D)  Post clocks everywhere so people know how long they have been in line 
E)  Offer customers additional services while they wait 
A)  Make the wait look as long as it is so they aren't disappointed 
B)  Find ways to give the customers the impression of constant progress 
C)  Keep the waiting area distraction free so people keep moving in line 
D)  Post clocks everywhere so people know how long they have been in line 
E)  Offer customers additional services while they wait

Question 5

Describe what the term "yield" means in the context of a reservation strategy.

Accepted Answer

The term "yield" refers to the average r

Question 6

The demand for a city bus is most likely to vary by all EXCEPT which of the following?

Accepted Answer

A)  Time of day. 
B)  Day of the week. 
C)  Season of the year. 
D)  Population in the city. 
E)  All of the above will likely cause demand to vary on a city bus. 
A)  Time of day. 
B)  Day of the week. 
C)  Season of the year. 
D)  Population in the city. 
E)  All of the above will likely cause demand to vary on a city bus.

Question 7

Which of the following is NOT one of the five basic approaches to managing demand?

Accepted Answer

A)  Taking no action and leaving demand to find its own levels. 
B)  Reduce demand in peak periods. 
C)  Increase demand when there is excess capacity. 
D)  Inventory capacity until demand increases. 
E)  Inventory demand by creating a formalized queuing system. 
A)  Taking no action and leaving demand to find its own levels. 
B)  Reduce demand in peak periods. 
C)  Increase demand when there is excess capacity. 
D)  Inventory capacity until demand increases. 
E)  Inventory demand by creating a formalized queuing system.

Question 8

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

Accepted Answer

Traditionally ski resorts only operated

Question 9

For the monetary price of a service to be effective as a demand management tool, managers must have some sense of the shape and slope of a product's demand curve.

Accepted Answer

A) True 
 B)False

Question 10

Queues represent a symptom of unresolved capacity management problems.

Accepted Answer

A) True 
 B)False

Question 11

List the seven actions managers can take to adjust capacity as needed.

Accepted Answer

Schedule downtime during periods of low

Question 12

Processing times for people are typically less variable than objects or things.

Accepted Answer

A) True 
 B)False

Question 13

Describe four of the ten propositions on the psychology of waiting lines.

Accepted Answer

Waiting lines create dissatisfied custom

Question 14

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Accepted Answer

A) True 
 B)False

Question 15

Describe how Disney decided to deal with long lines.

Accepted Answer

The theme park implemented virtual waiti

Question 16

Measures of capacity utilization include: the number of hours that facilities, labor and equipment are productively employed in revenue operations and the size of the physical facility.

Accepted Answer

A) True 
 B)False

Question 17

The problem of capacity constrained organizations that cannot stockpile services is most commonly found among services that process ____________ and ____________.

Accepted Answer

A)  non-labor intensive information; time 
B)  physical possessions; time 
C)  people; non-labor intensive information 
D)  people; physical possessions 
E)  non-labor intensive information; physical possessions 
A)  non-labor intensive information; time 
B)  physical possessions; time 
C)  people; non-labor intensive information 
D)  people; physical possessions 
E)  non-labor intensive information; physical possessions

Question 18

A service organization's capacity to satisfy demand is constrained by all of the following EXCEPT ____________.

Accepted Answer

A)  physical facilities 
B)  equipment 
C)  personnel 
D)  sequence of services provided 
E)  number of competitors 
A)  physical facilities 
B)  equipment 
C)  personnel 
D)  sequence of services provided 
E)  number of competitors

Question 19

According to a national survey of 1000 adults in the United States, which of the following is the most dreaded waiting queue?

Accepted Answer

A)  Restaurant 
B)  Department of Motor Vehicles 
C)  Doctor's office 
D)  Grocery store 
E)  Airport 
A)  Restaurant 
B)  Department of Motor Vehicles 
C)  Doctor's office 
D)  Grocery store 
E)  Airport

Question 20

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

Accepted Answer

A) True 
 B)False

Discuss why a subway car has elastic capacity.

Which of the following is NOT a way of understanding the nature of demand curves?

Which of the following is NOT one of the productive capacity forms in a service context?

Theme parks cleverly design their waiting areas to do which of the following?

Describe what the term "yield" means in the context of a reservation strategy.

The demand for a city bus is most likely to vary by all EXCEPT which of the following?

Which of the following is NOT one of the five basic approaches to managing demand?

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

For the monetary price of a service to be effective as a demand management tool, managers must have some sense of the shape and slope of a product's demand curve.

Queues represent a symptom of unresolved capacity management problems.

List the seven actions managers can take to adjust capacity as needed.

Processing times for people are typically less variable than objects or things.

Describe four of the ten propositions on the psychology of waiting lines.

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Describe how Disney decided to deal with long lines.

Measures of capacity utilization include: the number of hours that facilities, labor and equipment are productively employed in revenue operations and the size of the physical facility.

The problem of capacity constrained organizations that cannot stockpile services is most commonly found among services that process and .

A service organization's capacity to satisfy demand is constrained by all of the following EXCEPT ____________.

According to a national survey of 1000 adults in the United States, which of the following is the most dreaded waiting queue?

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 9: Balancing Demand and Productive Capacity

Discuss why a subway car has elastic capacity.

Which of the following is NOT a way of understanding the nature of demand curves?

Which of the following is NOT one of the productive capacity forms in a service context?

Theme parks cleverly design their waiting areas to do which of the following?

Describe what the term "yield" means in the context of a reservation strategy.

The demand for a city bus is most likely to vary by all EXCEPT which of the following?

Which of the following is NOT one of the five basic approaches to managing demand?

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

For the monetary price of a service to be effective as a demand management tool, managers must have some sense of the shape and slope of a product's demand curve.

Queues represent a symptom of unresolved capacity management problems.

List the seven actions managers can take to adjust capacity as needed.

Processing times for people are typically less variable than objects or things.

Describe four of the ten propositions on the psychology of waiting lines.

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Describe how Disney decided to deal with long lines.

Measures of capacity utilization include: the number of hours that facilities, labor and equipment are productively employed in revenue operations and the size of the physical facility.

The problem of capacity constrained organizations that cannot stockpile services is most commonly found among services that process ____________ and ____________.

A service organization's capacity to satisfy demand is constrained by all of the following EXCEPT ____________.

According to a national survey of 1000 adults in the United States, which of the following is the most dreaded waiting queue?

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

The problem of capacity constrained organizations that cannot stockpile services is most commonly found among services that process and .