Question 1

Which of the following is NOT true about waiting time?

Accepted Answer

A) Anxiety makes waits seem longer 
B) Occupied time feels longer than unoccupied time 
C) Unfair waits are longer than equitable waits 
D) Solo waits feel longer than group waits 
E) Pre-process waits feel longer than in-process waits 
A) Anxiety makes waits seem longer 
B) Occupied time feels longer than unoccupied time 
C) Unfair waits are longer than equitable waits 
D) Solo waits feel longer than group waits 
E) Pre-process waits feel longer than in-process waits B

Question 2

You are responsible for organising a queuing system for a new supermarket which is just opening.Which of the queuing systems that are available would you select to ensure your customers' satisfaction? Justify your answer in terms of queuing systems available.

Accepted Answer

I would select a multi-line queuing system for the new supermarket to ensure customer satisfaction. This system involves having multiple lines for customers to wait in, which helps to reduce the overall wait time and prevents any one line from becoming excessively long. This can help to create a more fair and efficient queuing process for customers.

Additionally, a multi-line queuing system can also be combined with a virtual queuing system, where customers can take a ticket or join a virtual queue and then be notified when it is their turn to be served. This can further improve the customer experience by allowing them to move around the store or wait in a more comfortable area while they wait.

Overall, the multi-line queuing system with the option for virtual queuing would be the best choice for the new supermarket as it can help to reduce wait times, prevent long lines, and improve the overall customer satisfaction.

Question 3

Which of the following queuing processes is most likely to lead to dissatisfaction among customers?

Accepted Answer

A) Single line/single server 
B) Designated lines to designated servers 
C) Multiple lines to single servers 
D) Single line to multiple servers 
E) Parallel lines to multiple servers 
A) Single line/single server 
B) Designated lines to designated servers 
C) Multiple lines to single servers 
D) Single line to multiple servers 
E) Parallel lines to multiple servers E

Question 4

When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.

Accepted Answer

A) productively; cost effectively 
B) productively; much 
C) efficiently; cost reducing 
D) effectively; much 
E) creatively; managerially 
A) productively; cost effectively 
B) productively; much 
C) efficiently; cost reducing 
D) effectively; much 
E) creatively; managerially

Question 5

A restaurant's managers are trying to figure out why demand levels seem to change randomly.Which of the following factors might explain the seemingly random changes in demand?

Accepted Answer

A) Seasonal changes in climate 
B) Employment schedules 
C) Changes in the weather 
D) Annual public holidays 
E) Tax payment and refund schedules 
A) Seasonal changes in climate 
B) Employment schedules 
C) Changes in the weather 
D) Annual public holidays 
E) Tax payment and refund schedules

Question 6

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

Accepted Answer

A) customer requirements 
B) competitive influences 
C) inventory levels 
D) impact on desired levels of service 
E) organisation's ability to implement 
A) customer requirements 
B) competitive influences 
C) inventory levels 
D) impact on desired levels of service 
E) organisation's ability to implement

Question 7

Cost data helps management to evaluate the impact of periodic cycles and demand fluctuations.

Accepted Answer

A) True 
 B)False

Question 8

Loyalty programs are a good example of using customer and channel development to create demand for wasted capacity.

Accepted Answer

A) True 
 B)False

Question 9

Managers need to ensure that staff members are neither over-utilised nor under-utilised.What might be consequences of overworking staff?

Accepted Answer

A) Customer value suffers 
B) Staff morale decreases 
C) Customer service suffers 
D) Customer satisfaction decreases 
E) All of the above 
A) Customer value suffers 
B) Staff morale decreases 
C) Customer service suffers 
D) Customer satisfaction decreases 
E) All of the above

Question 10

Although some services cannot be stored for later use, this is not applicable to most of the services available to the consumer.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is NOT one of the five main approaches for managing demand?

Accepted Answer

A) Allow demand to find its own level 
B) Reduce demand in peak periods 
C) Increase demand when there is excess capacity 
D) Reduce capacity to match the level of demand 
E) Inventory demand with a reservation system 
A) Allow demand to find its own level 
B) Reduce demand in peak periods 
C) Increase demand when there is excess capacity 
D) Reduce capacity to match the level of demand 
E) Inventory demand with a reservation system

Question 12

How might a restaurant in a big city CBD use marketing mix elements to shape demand patterns? How might a restaurant located on a major highway going through a small town use marketing mix elements to shape demand patterns?

Accepted Answer

A restaurant in a big city CBD can use m

Question 13

Customers may find the service disappointing or have doubts about its reliability in which of the following situations?

Accepted Answer

A) Demand exceeds maximum available capacity 
B) Demand exceeds optimum capacity level 
C) Demand and supply are well balanced 
D) Demand is below optimum capacity 
E) None of the above 
A) Demand exceeds maximum available capacity 
B) Demand exceeds optimum capacity level 
C) Demand and supply are well balanced 
D) Demand is below optimum capacity 
E) None of the above

Question 14

In which situation are optimum and maximum capacities most likely to be the same?

Accepted Answer

A) Public transport 
B) A live concert performance 
C) An aircraft with high-density seating 
D) Airport taxis at peak travel times 
E) None of these; the two measures are never equal 
A) Public transport 
B) A live concert performance 
C) An aircraft with high-density seating 
D) Airport taxis at peak travel times 
E) None of these; the two measures are never equal

Question 15

Service firms can retrieve services from inventory during periods of high demand.

Accepted Answer

A) True 
 B)False

Question 16

Assume you run a harbour cruise service.What kind of demand patterns might you expect for such a business? What strategies would you recommend for this business to balance capacity and demand?

Accepted Answer

As a harbour cruise service, you can exp

Question 17

Reservations strategies should focus on yield.

Accepted Answer

A) True 
 B)False

Question 18

The most essential component in developing a successful strategy for smoothing out demand is:

Accepted Answer

A) understanding of the reason for the demand 
B) discouraging demand 
C) giving an alternative for the demand 
D) segmenting demand 
E) predicting a demand 
A) understanding of the reason for the demand 
B) discouraging demand 
C) giving an alternative for the demand 
D) segmenting demand 
E) predicting a demand

Question 19

Customers are likely to perceive deterioration in service quality in which of the following situations?

Accepted Answer

A) Demand exceeds maximum available capacity 
B) Demand exceeds optimum capacity level 
C) Demand and supply are well balanced 
D) Demand is below optimum capacity 
E) None of the above 
A) Demand exceeds maximum available capacity 
B) Demand exceeds optimum capacity level 
C) Demand and supply are well balanced 
D) Demand is below optimum capacity 
E) None of the above

Question 20

In situations where the public requires assistance for a variety of problems (e.g.medical treatment, ambulances) and the service is overused, one method of dealing with this is to:

Accepted Answer

A) refuse non-urgent cases assistance 
B) re-educate the public on the correct use of these facilities 
C) develop a media campaign to raise awareness 
D) none of the above 
E) b and c 
A) refuse non-urgent cases assistance 
B) re-educate the public on the correct use of these facilities 
C) develop a media campaign to raise awareness 
D) none of the above 
E) b and c

Which of the following is NOT true about waiting time?

You are responsible for organising a queuing system for a new supermarket which is just opening.Which of the queuing systems that are available would you select to ensure your customers' satisfaction? Justify your answer in terms of queuing systems available.

Which of the following queuing processes is most likely to lead to dissatisfaction among customers?

When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as ___ as possible, not as _ as possible.

A restaurant's managers are trying to figure out why demand levels seem to change randomly.Which of the following factors might explain the seemingly random changes in demand?

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

Cost data helps management to evaluate the impact of periodic cycles and demand fluctuations.

Loyalty programs are a good example of using customer and channel development to create demand for wasted capacity.

Managers need to ensure that staff members are neither over-utilised nor under-utilised.What might be consequences of overworking staff?

Although some services cannot be stored for later use, this is not applicable to most of the services available to the consumer.

Which of the following is NOT one of the five main approaches for managing demand?

How might a restaurant in a big city CBD use marketing mix elements to shape demand patterns? How might a restaurant located on a major highway going through a small town use marketing mix elements to shape demand patterns?

Customers may find the service disappointing or have doubts about its reliability in which of the following situations?

In which situation are optimum and maximum capacities most likely to be the same?

Service firms can retrieve services from inventory during periods of high demand.

Assume you run a harbour cruise service.What kind of demand patterns might you expect for such a business? What strategies would you recommend for this business to balance capacity and demand?

Reservations strategies should focus on yield.

The most essential component in developing a successful strategy for smoothing out demand is:

Customers are likely to perceive deterioration in service quality in which of the following situations?

In situations where the public requires assistance for a variety of problems (e.g.medical treatment, ambulances) and the service is overused, one method of dealing with this is to:

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 7: Balancing productive capacity and demand

Which of the following is NOT true about waiting time?

You are responsible for organising a queuing system for a new supermarket which is just opening.Which of the queuing systems that are available would you select to ensure your customers' satisfaction? Justify your answer in terms of queuing systems available.

Which of the following queuing processes is most likely to lead to dissatisfaction among customers?

When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.

A restaurant's managers are trying to figure out why demand levels seem to change randomly.Which of the following factors might explain the seemingly random changes in demand?

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

Cost data helps management to evaluate the impact of periodic cycles and demand fluctuations.

Loyalty programs are a good example of using customer and channel development to create demand for wasted capacity.

Managers need to ensure that staff members are neither over-utilised nor under-utilised.What might be consequences of overworking staff?

Although some services cannot be stored for later use, this is not applicable to most of the services available to the consumer.

Which of the following is NOT one of the five main approaches for managing demand?

How might a restaurant in a big city CBD use marketing mix elements to shape demand patterns? How might a restaurant located on a major highway going through a small town use marketing mix elements to shape demand patterns?

Customers may find the service disappointing or have doubts about its reliability in which of the following situations?

In which situation are optimum and maximum capacities most likely to be the same?

Service firms can retrieve services from inventory during periods of high demand.

Assume you run a harbour cruise service.What kind of demand patterns might you expect for such a business? What strategies would you recommend for this business to balance capacity and demand?

Reservations strategies should focus on yield.

The most essential component in developing a successful strategy for smoothing out demand is:

Customers are likely to perceive deterioration in service quality in which of the following situations?

In situations where the public requires assistance for a variety of problems (e.g.medical treatment, ambulances) and the service is overused, one method of dealing with this is to:

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as ___ as possible, not as _ as possible.