Question 1

World-class service operations strive to replace workers with enhanced automation.

Accepted Answer

A) True 
 B)False

Question 2

Customers seldom take note of firms that are leaders in the sustainability movement.

Accepted Answer

A) True 
 B)False

Question 3

In a world-class service firm, the front-line management controls the process.

Accepted Answer

A) True 
 B)False

Question 4

A difficult economic environment exists for service industries for all but one of the following reasons.

Accepted Answer

A)  Relatively high overall entry barriers 
B)  Product substitution 
C)  Minimal opportunities for economies of scale 
D)  Exit barriers. 
A)  Relatively high overall entry barriers 
B)  Product substitution 
C)  Minimal opportunities for economies of scale 
D)  Exit barriers.

Question 5

A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share.

Accepted Answer

A) True 
 B)False

Question 6

Ordering from L.L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale.

Accepted Answer

A) True 
 B)False

Question 7

On-line networks between suppliers and their customers create a barrier to entry.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is not a role of information technology?

Accepted Answer

A)  Creating a barrier to entry for competitors 
B)  Generating revenues 
C)  Displacing workers 
D)  Managing multisite operations 
A)  Creating a barrier to entry for competitors 
B)  Generating revenues 
C)  Displacing workers 
D)  Managing multisite operations

Question 9

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

Accepted Answer

A) True 
 B)False

Question 10

Focus is a competitive strategy that creates a service perceived as being unique.

Accepted Answer

A) True 
 B)False

Question 11

The innovation of moving from a "country" store where the proprietor fills the shopper's list with items that are kept behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages?

Accepted Answer

A)  From available-for-service to journeyman 
B)  From available-for-service to distinctive competence achieved 
C)  From journeyman to distinctive competence achieved 
D)  From distinctive competence achieved to world class service delivery 
A)  From available-for-service to journeyman 
B)  From available-for-service to distinctive competence achieved 
C)  From journeyman to distinctive competence achieved 
D)  From distinctive competence achieved to world class service delivery

Question 12

Implementing a low-cost strategy can sometimes revolutionize an industry.

Accepted Answer

A) True 
 B)False

Question 13

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be:

Accepted Answer

A)  a stay in a hotel. 
B)  an investment advising session. 
C)  a fortune telling session. 
D)  a full-service car wash. 
A)  a stay in a hotel. 
B)  an investment advising session. 
C)  a fortune telling session. 
D)  a full-service car wash.

Question 14

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Accepted Answer

A) True 
 B)False

Question 15

Services can create barriers to entry by __________

Accepted Answer

A)  using economies of scale. 
B)  creating switching costs. 
C)  using databases and information technology. 
D)  all of the above. 
A)  using economies of scale. 
B)  creating switching costs. 
C)  using databases and information technology. 
D)  all of the above.

Question 16

A cost-leadership strategy often involves customizing a standard service.

Accepted Answer

A) True 
 B)False

Question 17

Which one of the following is not a dimension of scalability?

Accepted Answer

A)  Information vs. goods content 
B)  Degree of self-service 
C)  Cost of after-sales service 
D)  Shipping and handling costs 
A)  Information vs. goods content 
B)  Degree of self-service 
C)  Cost of after-sales service 
D)  Shipping and handling costs

Question 18

Porter's five forces analysis is used at the industry level to determine competitive intensity.

Accepted Answer

A) True 
 B)False

Question 19

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Accepted Answer

A)  Low barriers to entry 
B)  Lack of sustainable competitive advantage 
C)  Lack of government regulation and oversight 
D)  Low switching costs for customers 
A)  Low barriers to entry 
B)  Lack of sustainable competitive advantage 
C)  Lack of government regulation and oversight 
D)  Low switching costs for customers

Question 20

Infinite scalability can occur only when the variable cost is zero.

Accepted Answer

A) True 
 B)False

World-class service operations strive to replace workers with enhanced automation.

Customers seldom take note of firms that are leaders in the sustainability movement.

In a world-class service firm, the front-line management controls the process.

A difficult economic environment exists for service industries for all but one of the following reasons.

A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share.

Ordering from L.L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale.

On-line networks between suppliers and their customers create a barrier to entry.

Which of the following is not a role of information technology?

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

Focus is a competitive strategy that creates a service perceived as being unique.

The innovation of moving from a "country" store where the proprietor fills the shopper's list with items that are kept behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages?

Implementing a low-cost strategy can sometimes revolutionize an industry.

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be:

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Services can create barriers to entry by __________

A cost-leadership strategy often involves customizing a standard service.

Which one of the following is not a dimension of scalability?

Porter's five forces analysis is used at the industry level to determine competitive intensity.

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Infinite scalability can occur only when the variable cost is zero.

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

World-class service operations strive to replace workers with enhanced automation.

Customers seldom take note of firms that are leaders in the sustainability movement.

In a world-class service firm, the front-line management controls the process.

A difficult economic environment exists for service industries for all but one of the following reasons.

A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share.

Ordering from L.L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale.

On-line networks between suppliers and their customers create a barrier to entry.

Which of the following is not a role of information technology?

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

Focus is a competitive strategy that creates a service perceived as being unique.

The innovation of moving from a "country" store where the proprietor fills the shopper's list with items that are kept behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages?

Implementing a low-cost strategy can sometimes revolutionize an industry.

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be:

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Services can create barriers to entry by __________

A cost-leadership strategy often involves customizing a standard service.

Which one of the following is not a dimension of scalability?

Porter's five forces analysis is used at the industry level to determine competitive intensity.

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Infinite scalability can occur only when the variable cost is zero.

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