Exam 2: Service Strategy

Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions?

(Multiple Choice)

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Question 41

Which one of the following does SWOT analysis not have as its aim?

(Multiple Choice)

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Question 42

Selling information and developing new services are examples of the role that information technology plays in generating revenue.

(True/False)

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Question 43

A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center.

(True/False)

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Question 44

The competitive dimension of dependability is a likely candidate for becoming a service loser.

(True/False)

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Question 45

SWOT analysis is objective with easily agreed upon results.

(True/False)

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Question 46

Scalability is a measure of how unit variable cost relates to transaction volume.

(True/False)

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Question 47

The job design premise in a world-class service organization is division of labor.

(True/False)

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Question 48

Service encounter, quality, information, and capacity planning are all managerial elements of a strategic service concept.

(True/False)

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Question 49

Kraft targeted its cream cheese flavors to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of:

(Multiple Choice)

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Question 50

Porter's five forces analysis does not include which one of the following considerations.

(Multiple Choice)

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Question 51

Which of the following is an example of the competitive use of information in generating revenue?

(Multiple Choice)

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Question 52

American Airlines' SABRE reservation system fills the following strategic role of information:

(Multiple Choice)

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Question 53

Which of the following stages of a firm's competitiveness describes customers who seek out a firm based upon its sustained reputation for meeting customer expectations?

(Multiple Choice)

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Question 54

In which of the following cases does the use of information raise ethical issues?

(Multiple Choice)

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Question 55

American Airlines' early development of the SABRE reservation system became the foundation for its yield management innovation.

(True/False)

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Question 56

Service industries have low entry barriers because economy-of-scale opportunities are limited.

(True/False)

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Question 57

A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________.

(Multiple Choice)

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Question 58

Which of the following is not identified as a strategy common to many successful service providers?

(Multiple Choice)

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Question 59

Showing 41 - 59 of 59

Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions?

Which one of the following does SWOT analysis not have as its aim?

Selling information and developing new services are examples of the role that information technology plays in generating revenue.

A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center.

The competitive dimension of dependability is a likely candidate for becoming a service loser.

SWOT analysis is objective with easily agreed upon results.

Scalability is a measure of how unit variable cost relates to transaction volume.

The job design premise in a world-class service organization is division of labor.

Service encounter, quality, information, and capacity planning are all managerial elements of a strategic service concept.

Kraft targeted its cream cheese flavors to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of:

Porter's five forces analysis does not include which one of the following considerations.

Which of the following is an example of the competitive use of information in generating revenue?

American Airlines' SABRE reservation system fills the following strategic role of information:

Which of the following stages of a firm's competitiveness describes customers who seek out a firm based upon its sustained reputation for meeting customer expectations?

In which of the following cases does the use of information raise ethical issues?

American Airlines' early development of the SABRE reservation system became the foundation for its yield management innovation.

Service industries have low entry barriers because economy-of-scale opportunities are limited.

A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________.

Which of the following is not identified as a strategy common to many successful service providers?

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

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