Question 1

Information is a substitute for inventory.

Accepted Answer

A) True 
 B)False  True

Question 2

Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of:

Accepted Answer

A)  service development. 
B)  micromarketing. 
C)  data envelopment analysis. 
D)  point of sale. 
A)  service development. 
B)  micromarketing. 
C)  data envelopment analysis. 
D)  point of sale. B

Question 3

Not satisfied with just meeting customer expectations, this category of service firms expands upon the expectations to levels that competitors find difficult to meet.

Accepted Answer

A)  Available-for-service 
B)  Journeyman 
C)  Distinctive competence achieved 
D)  World class service delivery 
A)  Available-for-service 
B)  Journeyman 
C)  Distinctive competence achieved 
D)  World class service delivery D

Question 4

Which of the following service quality descriptions would be considered "World Class?"

Accepted Answer

A)  It raises the customer's expectations and improves continuously. 
B)  It exceeds the customer's expectations and is consistent on many dimensions. 
C)  It is less important than cost and is highly variable. 
D)  It contributes to service and plays an important role in total service. 
A)  It raises the customer's expectations and improves continuously. 
B)  It exceeds the customer's expectations and is consistent on many dimensions. 
C)  It is less important than cost and is highly variable. 
D)  It contributes to service and plays an important role in total service.

Question 5

Information databases are an asset, because they represent a source of revenue.

Accepted Answer

A) True 
 B)False

Question 6

Scalability is enhanced with self-service.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Accepted Answer

A)  Offer as many different services as possible to spread overhead costs. 
B)  Concentrate on routine/standardized services. 
C)  Replace labor with capital where possible. 
D)  Perform some service activities off-line at a centralized site. 
A)  Offer as many different services as possible to spread overhead costs. 
B)  Concentrate on routine/standardized services. 
C)  Replace labor with capital where possible. 
D)  Perform some service activities off-line at a centralized site.

Question 8

Which of the following is not considered a criterion for evaluating the triple bottom line?

Accepted Answer

A)  social progress 
B)  economic growth 
C)  environmental stewardship 
D)  market share 
A)  social progress 
B)  economic growth 
C)  environmental stewardship 
D)  market share

Question 9

For a firm achieving "journeyman" competitive status, the back-office function is considered an activity that plays an important role in service delivery.

Accepted Answer

A) True 
 B)False

Question 10

The IRS has identified frequent-user programs as anti-competitive.

Accepted Answer

A) True 
 B)False

Question 11

Firms classified as "available for service" view quality improvement efforts with disdain.

Accepted Answer

A) True 
 B)False

Question 12

Healthcare is an example of a service that exhibits high scalability.

Accepted Answer

A) True 
 B)False

Question 13

Real-time information technologies that have a focus on internal operations can play a competitive role in increasing revenue opportunities. Which one of the following uses of information does not play a role in generating revenue?

Accepted Answer

A)  Yield management 
B)  Point of sale 
C)  Expert systems 
D)  Sale of information 
A)  Yield management 
B)  Point of sale 
C)  Expert systems 
D)  Sale of information

Question 14

Information technology can be used to promote customer loyalty.

Accepted Answer

A) True 
 B)False

Question 15

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

Accepted Answer

A) True 
 B)False

Question 16

Quality is considered to be a structural element of the strategic service concept.

Accepted Answer

A) True 
 B)False

Question 17

Recycling paper and reducing energy usage often is the first step towards sustainability. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 18

The qualifier for an airline offering short commuter flights is:

Accepted Answer

A)  quality of the meals. 
B)  safety record. 
C)  politeness of the crew. 
D)  on-time performance. 
A)  quality of the meals. 
B)  safety record. 
C)  politeness of the crew. 
D)  on-time performance.

Question 19

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

Accepted Answer

A)  Create barriers to entry. 
B)  Generate revenue. 
C)  Create a data base asset. 
D)  Provide global communications. 
A)  Create barriers to entry. 
B)  Generate revenue. 
C)  Create a data base asset. 
D)  Provide global communications.

Question 20

When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized.

Accepted Answer

A) True 
 B)False

Information is a substitute for inventory.

Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of:

Not satisfied with just meeting customer expectations, this category of service firms expands upon the expectations to levels that competitors find difficult to meet.

Which of the following service quality descriptions would be considered "World Class?"

Information databases are an asset, because they represent a source of revenue.

Scalability is enhanced with self-service.

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Which of the following is not considered a criterion for evaluating the triple bottom line?

For a firm achieving "journeyman" competitive status, the back-office function is considered an activity that plays an important role in service delivery.

The IRS has identified frequent-user programs as anti-competitive.

Firms classified as "available for service" view quality improvement efforts with disdain.

Healthcare is an example of a service that exhibits high scalability.

Real-time information technologies that have a focus on internal operations can play a competitive role in increasing revenue opportunities. Which one of the following uses of information does not play a role in generating revenue?

Information technology can be used to promote customer loyalty.

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

Quality is considered to be a structural element of the strategic service concept.

Recycling paper and reducing energy usage often is the first step towards sustainability. Multiple Choice

The qualifier for an airline offering short commuter flights is:

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized.

The Service Economy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 2: Service Strategy

Information is a substitute for inventory.

Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of:

Not satisfied with just meeting customer expectations, this category of service firms expands upon the expectations to levels that competitors find difficult to meet.

Which of the following service quality descriptions would be considered "World Class?"

Information databases are an asset, because they represent a source of revenue.

Scalability is enhanced with self-service.

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Which of the following is not considered a criterion for evaluating the triple bottom line?

For a firm achieving "journeyman" competitive status, the back-office function is considered an activity that plays an important role in service delivery.

The IRS has identified frequent-user programs as anti-competitive.

Firms classified as "available for service" view quality improvement efforts with disdain.

Healthcare is an example of a service that exhibits high scalability.

Real-time information technologies that have a focus on internal operations can play a competitive role in increasing revenue opportunities. Which one of the following uses of information does not play a role in generating revenue?

Information technology can be used to promote customer loyalty.

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

Quality is considered to be a structural element of the strategic service concept.

Recycling paper and reducing energy usage often is the first step towards sustainability. Multiple Choice

The qualifier for an airline offering short commuter flights is:

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized.

The Service Economy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters