Question 1

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False  False

Question 2

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach." In your opinion, which is superior? Why?

Accepted Answer

The text describes these approaches using McDonald's and Nordstrom's as examples.A successful response, in addition to giving reasonable discussion regarding the contrasts between the characteristics of each approach, will indicate that either approach can be successfully implemented but they must be implemented in the correct marketing milieu.It is necessary that the operations part of the business model be consistent with all other elements of the service design.

Question 3

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False  False

Question 4

Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

A) True 
 B)False

Question 5

Most services consist of a bundle of goods and services known as the service package which is the major output of the development process.

Accepted Answer

A) True 
 B)False

Question 6

When recovering from a defective service encounter a botched task calls for an apology.

Accepted Answer

A) True 
 B)False

Question 7

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Accepted Answer

A) True 
 B)False

Question 8

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 9

Implicit services are not part of the service package.

Accepted Answer

A) True 
 B)False

Question 10

A Facilitating good is something purchased or consumed by the buyer or items provided by the customer.

Accepted Answer

A) True 
 B)False

Question 11

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Accepted Answer

The self-s

Question 12

A supporting facility is the same thing as a facilitating good.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is one of the three contrasting approaches to delivering on-site service?

Accepted Answer

A) Airline approach 
B) Self-service approach 
C) Fast food approach 
D) Do-it-yourself approach 
E) Internet approach 
A) Airline approach 
B) Self-service approach 
C) Fast food approach 
D) Do-it-yourself approach 
E) Internet approach

Question 14

In services the product is developed first and then the process to produce the service is developed.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 17

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 18

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 19

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is one of the three contrasting approaches to delivering on-site service?

Accepted Answer

A) Quality approach 
B) Stock market approach 
C) Production line approach 
D) Retail approach 
E) Professional approach 
A) Quality approach 
B) Stock market approach 
C) Production line approach 
D) Retail approach 
E) Professional approach

The "service blueprint" is a classification of services.

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach." In your opinion, which is superior? Why?

The service-system design matrix identifies five alternative forms of service encounters.

Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

Most services consist of a bundle of goods and services known as the service package which is the major output of the development process.

When recovering from a defective service encounter a botched task calls for an apology.

The customer is (or should be) the second most important focal point of all decisions in a service organization.

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

Implicit services are not part of the service package.

A Facilitating good is something purchased or consumed by the buyer or items provided by the customer.

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

A supporting facility is the same thing as a facilitating good.

Which of the following is one of the three contrasting approaches to delivering on-site service?

In services the product is developed first and then the process to produce the service is developed.

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

It is difficult to separate the operations management functions from marketing in services.

The service-system design matrix identifies six forms of service encounters.

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.

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Which of the following is one of the three contrasting approaches to delivering on-site service?

Operations and Supply Chain Management

Strategy and Sustainability

Product and Service Design

Strategic Capacity Management

Process Analysis

Production Processes

Health Care Processes

Six-Sigma Quality

Projects

Global Sourcing and Procurement

Location, Logistics and Distribution

Lean and Sustainable Supply Chains

Enterprise Resource Planning Systems

Demand Management and Forecasting

Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Filters

Exam 7: Service Processes

The "service blueprint" is a classification of services.

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach." In your opinion, which is superior? Why?

The service-system design matrix identifies five alternative forms of service encounters.

Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

Most services consist of a bundle of goods and services known as the service package which is the major output of the development process.

When recovering from a defective service encounter a botched task calls for an apology.

The customer is (or should be) the second most important focal point of all decisions in a service organization.

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

Implicit services are not part of the service package.

A Facilitating good is something purchased or consumed by the buyer or items provided by the customer.

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

A supporting facility is the same thing as a facilitating good.

Which of the following is one of the three contrasting approaches to delivering on-site service?

In services the product is developed first and then the process to produce the service is developed.

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

It is difficult to separate the operations management functions from marketing in services.

The service-system design matrix identifies six forms of service encounters.

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.

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Which of the following is one of the three contrasting approaches to delivering on-site service?

Operations and Supply Chain Management

Strategy and Sustainability

Product and Service Design

Strategic Capacity Management

Process Analysis

Production Processes

Health Care Processes

Six-Sigma Quality

Projects

Global Sourcing and Procurement

Location, Logistics and Distribution

Lean and Sustainable Supply Chains

Enterprise Resource Planning Systems

Demand Management and Forecasting

Sales and Operations Planning

Inventory Control

Material Requirements Planning

Scheduling

Constraint Management

Filters