Question 1

Sharing service resources among customers presents a challenge for mangers.

Accepted Answer

A) True 
 B)False  True

Question 2

The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to another.

Accepted Answer

A) True 
 B)False  True

Question 3

In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's perception of the service.

Accepted Answer

A) True 
 B)False  True

Question 4

Which one of the following reasons best explains the recession-resistant nature of services?

Accepted Answer

A)  Services cannot be inventoried. 
B)  Many services, such as healthcare, are essential. 
C)  Many service employees, such as those who work on commission, do not need to be laid off during recessions. 
D)  The number of jobs in maintenance and repair services increases during recessions. 
A)  Services cannot be inventoried. 
B)  Many services, such as healthcare, are essential. 
C)  Many service employees, such as those who work on commission, do not need to be laid off during recessions. 
D)  The number of jobs in maintenance and repair services increases during recessions.

Question 5

The key technology of a postindustrial society is ________.

Accepted Answer

A)  machines 
B)  energy 
C)  information 
D)  intellectual capital of the workers 
A)  machines 
B)  energy 
C)  information 
D)  intellectual capital of the workers

Question 6

Services are deeds, processes, and performances.

Accepted Answer

A) True 
 B)False

Question 7

Which among the following strategies is used by fast-food restaurants to reduce costs?

Accepted Answer

A)  Increase advertising via the Internet. 
B)  Allowing the customer to play an active part in the service process. 
C)  Increase prices. 
D)  Increasing menu items to cater to varying tastes. 
A)  Increase advertising via the Internet. 
B)  Allowing the customer to play an active part in the service process. 
C)  Increase prices. 
D)  Increasing menu items to cater to varying tastes.

Question 8

The consumer participates in the service process, which is not the case in manufacturing.

Accepted Answer

A) True 
 B)False

Question 9

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

Accepted Answer

A)  supporting facility 
B)  facilitating goods 
C)  explicit services 
D)  implicit services 
A)  supporting facility 
B)  facilitating goods 
C)  explicit services 
D)  implicit services

Question 10

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Accepted Answer

A) True 
 B)False

Question 11

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

Accepted Answer

A)  Public university 
B)  Cruise ship 
C)  Plumbing repair 
D)  Chiropractor 
A)  Public university 
B)  Cruise ship 
C)  Plumbing repair 
D)  Chiropractor

Question 12

Value for the "business service experience" is derived from co-creation.

Accepted Answer

A) True 
 B)False

Question 13

Little or no interaction between customer and service provider is required when the service is customized

Accepted Answer

A) True 
 B)False

Question 14

A standardized experience is a feature of the new experience economy.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not a feature of the new experience economy?

Accepted Answer

A)  The experience is memorable. 
B)  The experience is customized. 
C)  The customer is treated as a guest. 
D)  The experience is staged. 
A)  The experience is memorable. 
B)  The experience is customized. 
C)  The customer is treated as a guest. 
D)  The experience is staged.

Question 16

The fact that services can be inventoried is an important characteristic, which distinguishes them from manufacturing.

Accepted Answer

A) True 
 B)False

Question 17

From an open-systems view, the output of a service system consists of satisfied customers.

Accepted Answer

A) True 
 B)False

Question 18

Personnel training is a criterion for evaluating the explicit services feature of the service package.

Accepted Answer

A) True 
 B)False

Question 19

The concept of economies of scale is best described as

Accepted Answer

A)  the replacement of fixed costs with variable costs. 
B)  selling a wider range of products. 
C)  a synonym for economies of scope. 
D)  the replacement of variable costs with fixed costs. 
A)  the replacement of fixed costs with variable costs. 
B)  selling a wider range of products. 
C)  a synonym for economies of scope. 
D)  the replacement of variable costs with fixed costs.

Question 20

Which one of the following is not a value-added service provided by a manufacture to increase profits?

Accepted Answer

A)  Financing or leasing 
B)  Customer-support call center 
C)  After-sales maintenance 
D)  Network and communication services 
A)  Financing or leasing 
B)  Customer-support call center 
C)  After-sales maintenance 
D)  Network and communication services

Sharing service resources among customers presents a challenge for mangers.

The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to another.

In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's perception of the service.

Which one of the following reasons best explains the recession-resistant nature of services?

The key technology of a postindustrial society is ________.

Services are deeds, processes, and performances.

Which among the following strategies is used by fast-food restaurants to reduce costs?

The consumer participates in the service process, which is not the case in manufacturing.

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

Value for the "business service experience" is derived from co-creation.

Little or no interaction between customer and service provider is required when the service is customized

A standardized experience is a feature of the new experience economy.

Which of the following is not a feature of the new experience economy?

The fact that services can be inventoried is an important characteristic, which distinguishes them from manufacturing.

From an open-systems view, the output of a service system consists of satisfied customers.

Personnel training is a criterion for evaluating the explicit services feature of the service package.

The concept of economies of scale is best described as

Which one of the following is not a value-added service provided by a manufacture to increase profits?

Service Strategy

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 1: The Service Economy

Sharing service resources among customers presents a challenge for mangers.

The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to another.

In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's perception of the service.

Which one of the following reasons best explains the recession-resistant nature of services?

The key technology of a postindustrial society is ________.

Services are deeds, processes, and performances.

Which among the following strategies is used by fast-food restaurants to reduce costs?

The consumer participates in the service process, which is not the case in manufacturing.

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

Value for the "business service experience" is derived from co-creation.

Little or no interaction between customer and service provider is required when the service is customized

A standardized experience is a feature of the new experience economy.

Which of the following is not a feature of the new experience economy?

The fact that services can be inventoried is an important characteristic, which distinguishes them from manufacturing.

From an open-systems view, the output of a service system consists of satisfied customers.

Personnel training is a criterion for evaluating the explicit services feature of the service package.

The concept of economies of scale is best described as

Which one of the following is not a value-added service provided by a manufacture to increase profits?

Service Strategy

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