Question 1

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Accepted Answer

A) True 
 B)False

Question 2

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is considered a high-contact service operation?

Accepted Answer

A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair 
A)  On-line brokerage house 
B)  Internet sales for a department store 
C)  Physician practice 
D)  Telephone life insurance sales and service 
E)  Automobile repair

Question 4

A constant arrival rate is more common in productive systems than a variable arrival rate.

Accepted Answer

A) True 
 B)False

Question 5

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 6

A tellers' window in a bank is an example of a single channel, multiphase queuing system.

Accepted Answer

A) True 
 B)False

Question 7

An important aspect of service products is that they cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 8

A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.

Accepted Answer

A) True 
 B)False

Question 9

According to the text, the main differences separating Amazon from other on line retailors are all of the following except

Accepted Answer

A)  website and the gigantic list of product offerings. 
B)  multi-tiered strategy any one can sell anything. 
C)  you can return products. 
D)  you can setup website with links to Amazon and get paid for click throughs. 
E)  can be your personal shopping assistant. 
A)  website and the gigantic list of product offerings. 
B)  multi-tiered strategy any one can sell anything. 
C)  you can return products. 
D)  you can setup website with links to Amazon and get paid for click throughs. 
E)  can be your personal shopping assistant.

Question 10

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Accepted Answer

A)  Face-to-face distance 
B)  Internet 
C)  Questionnaire response 
D)  Automated teller machine (ATM) 
E)  Response card encounter 
A)  Face-to-face distance 
B)  Internet 
C)  Questionnaire response 
D)  Automated teller machine (ATM) 
E)  Response card encounter

Question 11

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A)  Services cannot be inventoried 
B)  Services are all similar 
C)  Quality work means quality service 
D)  Services businesses are inherently entrepreneurial 
E)  Even service businesses have internal services 
A)  Services cannot be inventoried 
B)  Services are all similar 
C)  Quality work means quality service 
D)  Services businesses are inherently entrepreneurial 
E)  Even service businesses have internal services

Question 12

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

Accepted Answer

A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these 
A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these

Question 13

A roller coaster ride in an amusement park employs which type of queuing system line structure?

Accepted Answer

A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these 
A)  Single channel, single phase 
B)  Single channel, multiphase 
C)  Multichannel, single phase 
D)  Multichannel, multiphase 
E)  None of these

Question 14

In a waiting line situation, multiple lines occur only when there are multiple servers.

Accepted Answer

A) True 
 B)False

Question 15

Longest waiting time in line is a queue discipline discussed in the textbook.

Accepted Answer

A) True 
 B)False

Question 16

Services often take the form of repeated encounters involving face-to-face interactions.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following are alternative possible service encounters included in the service-system design matrix?

Accepted Answer

A)  Mail contact 
B)  Warranty 
C)  Sales call 
D)  Field service 
E)  None of these 
A)  Mail contact 
B)  Warranty 
C)  Sales call 
D)  Field service 
E)  None of these

Question 18

In essence, a queuing system includes several major components. Which of the following is not one of them?

Accepted Answer

A)  Source population 
B)  Servicing system 
C)  How the customer exits the system 
D)  The queue discipline 
E)  None of these 
A)  Source population 
B)  Servicing system 
C)  How the customer exits the system 
D)  The queue discipline 
E)  None of these

Question 19

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

Accepted Answer

A)  Low sales opportunity 
B)  Low production efficiency 
C)  High production efficiency 
D)  Low degree of customer/server contact 
E)  None of these 
A)  Low sales opportunity 
B)  Low production efficiency 
C)  High production efficiency 
D)  Low degree of customer/server contact 
E)  None of these

Question 20

The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.

Accepted Answer

A) True 
 B)False

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Which of the following is considered a high-contact service operation?

A constant arrival rate is more common in productive systems than a variable arrival rate.

The "service blueprint" is a classification of services.

A tellers' window in a bank is an example of a single channel, multiphase queuing system.

An important aspect of service products is that they cannot be inventoried.

A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.

According to the text, the main differences separating Amazon from other on line retailors are all of the following except

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Which of the following is a characteristic that can be used to guide the design of service systems?

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

A roller coaster ride in an amusement park employs which type of queuing system line structure?

In a waiting line situation, multiple lines occur only when there are multiple servers.

Longest waiting time in line is a queue discipline discussed in the textbook.

Services often take the form of repeated encounters involving face-to-face interactions.

Which of the following are alternative possible service encounters included in the service-system design matrix?

In essence, a queuing system includes several major components. Which of the following is not one of them?

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

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Exam 7: Service Processes

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Which of the following is considered a high-contact service operation?

A constant arrival rate is more common in productive systems than a variable arrival rate.

The "service blueprint" is a classification of services.

A tellers' window in a bank is an example of a single channel, multiphase queuing system.

An important aspect of service products is that they cannot be inventoried.

A finite population in waiting line management refers to a population that is large enough in relation to the service system so that the change in population size caused by subtraction or additions to the population does not significantly affect the system probabilities.

According to the text, the main differences separating Amazon from other on line retailors are all of the following except

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Which of the following is a characteristic that can be used to guide the design of service systems?

Standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

A roller coaster ride in an amusement park employs which type of queuing system line structure?

In a waiting line situation, multiple lines occur only when there are multiple servers.

Longest waiting time in line is a queue discipline discussed in the textbook.

Services often take the form of repeated encounters involving face-to-face interactions.

Which of the following are alternative possible service encounters included in the service-system design matrix?

In essence, a queuing system includes several major components. Which of the following is not one of them?

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

The admissions system in a hospital for patients is an example of a single channel, single phase queuing system.

Operations and Supply Chain Management

Strategy and Sustainability

Forecasting

Strategic Capacity Management

Projects

Manufacturing Processes

Sales and Operations Planning

Material Requirements Planning

Quality Management and Six Sigma

Inventory Management

Lean Supply Chains

Global Sourcing and Procurement

Location, Logistics, and Distribution

Filters