Question 1

Which of the following may NOT be true?

Accepted Answer

A) Uncertain waits are longer than known, finite waits 
B) Unexplained waits are longer than explained waits 
C) The more valuable the service, the longer people will wait 
D) Unfamiliar waits feel longer than familiar ones 
E) Group waits feel longer than solo waits 
A) Uncertain waits are longer than known, finite waits 
B) Unexplained waits are longer than explained waits 
C) The more valuable the service, the longer people will wait 
D) Unfamiliar waits feel longer than familiar ones 
E) Group waits feel longer than solo waits

Question 2

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

Accepted Answer

A) Use capacity for service differential 
B) Reward your best customers and build loyalty 
C) Customer and channel development 
D) Reward employees 
E) Segment the potential wasted capacity 
A) Use capacity for service differential 
B) Reward your best customers and build loyalty 
C) Customer and channel development 
D) Reward employees 
E) Segment the potential wasted capacity

Question 3

Which of the following methods can help marketers smooth out seemingly random fluctuations in demand?

Accepted Answer

A) Streamlining processes to enable greater throughput 
B) Reducing the profitability of each completed transaction 
C) Shortening the duration of the demand cycle 
D) Assuming all customers schedule services to meet the same needs 
E) Breaking down demand on a segment-by-segment basis 
A) Streamlining processes to enable greater throughput 
B) Reducing the profitability of each completed transaction 
C) Shortening the duration of the demand cycle 
D) Assuming all customers schedule services to meet the same needs 
E) Breaking down demand on a segment-by-segment basis

Question 4

Taking no action and leaving demand to find its own level is a legitimate approach to managing demand.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT one of the four other causes of demand variability that may interfere with the productive use of capacity identified by Frances Frei (2006)?

Accepted Answer

A) Request variability 
B) Effort variability 
C) Capability variability 
D) Subject preference variability 
E) None of the above 
A) Request variability 
B) Effort variability 
C) Capability variability 
D) Subject preference variability 
E) None of the above

Question 6

All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:

Accepted Answer

A) review the hours of business 
B) spend less on advertising and sales promotions 
C) cross-train employees 
D) create flexibility in what is offered 
E) schedule downtime during periods of low demand 
A) review the hours of business 
B) spend less on advertising and sales promotions 
C) cross-train employees 
D) create flexibility in what is offered 
E) schedule downtime during periods of low demand

Question 7

Managing waiting lines and reducing the customer waiting time often requires a multi-pronged strategy.Which of the following can be successfully implemented to increase customer satisfaction?

Accepted Answer

A) Installing a reservation system 
B) Changing processes to shorten transaction time 
C) Redesigning the queuing system 
D) All of the above 
E) a and c 
A) Installing a reservation system 
B) Changing processes to shorten transaction time 
C) Redesigning the queuing system 
D) All of the above 
E) a and c

Question 8

Which of the following would NOT be a cause of cyclical variations in demand?

Accepted Answer

A) Public holidays 
B) School holidays 
C) Customer illness 
D) Pay dates 
E) Seasonal changes in climate 
A) Public holidays 
B) School holidays 
C) Customer illness 
D) Pay dates 
E) Seasonal changes in climate

Question 9

A service provider faced with different demand curves for different segments during the same time period would likely NOT:

Accepted Answer

A) offer the same service to all segments 
B) establish different classes of service 
C) price each class of service according to its demand curve 
D) add value to the core service for higher paying segments 
E) vary the basic service for each segment 
A) offer the same service to all segments 
B) establish different classes of service 
C) price each class of service according to its demand curve 
D) add value to the core service for higher paying segments 
E) vary the basic service for each segment

Question 10

Nearly all service operations encounter problems with queuing situations at some time or another.

Accepted Answer

A) True 
 B)False

Question 11

Although promotion and education through marketing communications are useful to send information, they are of little value when trying to smooth demand.

Accepted Answer

A) True 
 B)False

Question 12

William Janes observed ______ results from passengers being attentive to the passage of ______ itself.

Accepted Answer

A) perception; service 
B) annoyance; time 
C) urgency; the queue 
D) boredom; time 
E) boredom; quality 
A) perception; service 
B) annoyance; time 
C) urgency; the queue 
D) boredom; time 
E) boredom; quality

Question 13

Which of the following aspects represent the productive capacity of a service firm?

Accepted Answer

A) Physical facilities 
B) Service-provision equipment 
C) Number, experience and expertise of service personnel 
D) a, b and c 
E) b and c but not a 
A) Physical facilities 
B) Service-provision equipment 
C) Number, experience and expertise of service personnel 
D) a, b and c 
E) b and c but not a

Question 14

The management of inventory can best be achieved through a reservation system.Discuss this statement in relation to a specific service organisation of your choice.

Accepted Answer

The management of inventory can indeed b

Question 15

Service managers require substantial information to help them develop effective demand management strategies and to monitor subsequent marketplace performance.Among others, information needs include the following EXCEPT:

Accepted Answer

A) historical data 
B) forecasts 
C) segment-by-segment data 
D) sound cost data 
E) consumption data 
A) historical data 
B) forecasts 
C) segment-by-segment data 
D) sound cost data 
E) consumption data

Question 16

Your company has not been able to reduce waiting times.Discuss the psychological implications of waiting time and the managerial implications.

Accepted Answer

The psychological implications of waitin

Question 17

A car detailer in a shopping centre should recognise that customers who are unoccupied will feel as if their waiting time is longer than they would if they were occupied.

Accepted Answer

A) True 
 B)False

Question 18

A bank decides to have the same staff levels all day in the hope that customers will realise there will be long queues at lunch time and choose to come at a different time.This is an example of:

Accepted Answer

A) allowing demand to find its own level 
B) reducing demand in peak periods 
C) inventorying demand 
D) reducing capacity 
E) ignoring customers 
A) allowing demand to find its own level 
B) reducing demand in peak periods 
C) inventorying demand 
D) reducing capacity 
E) ignoring customers

Question 19

A call centre has a system where calls go into a queue and are answered in the order in which they arrived.This is an example of:

Accepted Answer

A) allowing demand to find its own level 
B) reducing demand in peak periods 
C) inventorying demand 
D) reducing capacity 
E) ignoring customers 
A) allowing demand to find its own level 
B) reducing demand in peak periods 
C) inventorying demand 
D) reducing capacity 
E) ignoring customers

Question 20

When a restaurant offers a limited number of menu items at busy times of the day, it is trying to:

Accepted Answer

A) create flexibility in what is offered 
B) reduce capacity 
C) influence demand 
D) create flexibility of resources 
E) none of the above 
A) create flexibility in what is offered 
B) reduce capacity 
C) influence demand 
D) create flexibility of resources 
E) none of the above

Which of the following may NOT be true?

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

Which of the following methods can help marketers smooth out seemingly random fluctuations in demand?

Taking no action and leaving demand to find its own level is a legitimate approach to managing demand.

Which of the following is NOT one of the four other causes of demand variability that may interfere with the productive use of capacity identified by Frances Frei (2006)?

All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:

Managing waiting lines and reducing the customer waiting time often requires a multi-pronged strategy.Which of the following can be successfully implemented to increase customer satisfaction?

Which of the following would NOT be a cause of cyclical variations in demand?

A service provider faced with different demand curves for different segments during the same time period would likely NOT:

Nearly all service operations encounter problems with queuing situations at some time or another.

Although promotion and education through marketing communications are useful to send information, they are of little value when trying to smooth demand.

William Janes observed results from passengers being attentive to the passage of itself.

Which of the following aspects represent the productive capacity of a service firm?

The management of inventory can best be achieved through a reservation system.Discuss this statement in relation to a specific service organisation of your choice.

Service managers require substantial information to help them develop effective demand management strategies and to monitor subsequent marketplace performance.Among others, information needs include the following EXCEPT:

Your company has not been able to reduce waiting times.Discuss the psychological implications of waiting time and the managerial implications.

A car detailer in a shopping centre should recognise that customers who are unoccupied will feel as if their waiting time is longer than they would if they were occupied.

A bank decides to have the same staff levels all day in the hope that customers will realise there will be long queues at lunch time and choose to come at a different time.This is an example of:

A call centre has a system where calls go into a queue and are answered in the order in which they arrived.This is an example of:

When a restaurant offers a limited number of menu items at busy times of the day, it is trying 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 may NOT be true?

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

Which of the following methods can help marketers smooth out seemingly random fluctuations in demand?

Taking no action and leaving demand to find its own level is a legitimate approach to managing demand.

Which of the following is NOT one of the four other causes of demand variability that may interfere with the productive use of capacity identified by Frances Frei (2006)?

All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:

Managing waiting lines and reducing the customer waiting time often requires a multi-pronged strategy.Which of the following can be successfully implemented to increase customer satisfaction?

Which of the following would NOT be a cause of cyclical variations in demand?

A service provider faced with different demand curves for different segments during the same time period would likely NOT:

Nearly all service operations encounter problems with queuing situations at some time or another.

Although promotion and education through marketing communications are useful to send information, they are of little value when trying to smooth demand.

William Janes observed ______ results from passengers being attentive to the passage of ______ itself.

Which of the following aspects represent the productive capacity of a service firm?

The management of inventory can best be achieved through a reservation system.Discuss this statement in relation to a specific service organisation of your choice.

Service managers require substantial information to help them develop effective demand management strategies and to monitor subsequent marketplace performance.Among others, information needs include the following EXCEPT:

Your company has not been able to reduce waiting times.Discuss the psychological implications of waiting time and the managerial implications.

A car detailer in a shopping centre should recognise that customers who are unoccupied will feel as if their waiting time is longer than they would if they were occupied.

A bank decides to have the same staff levels all day in the hope that customers will realise there will be long queues at lunch time and choose to come at a different time.This is an example of:

A call centre has a system where calls go into a queue and are answered in the order in which they arrived.This is an example of:

When a restaurant offers a limited number of menu items at busy times of the day, it is trying 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

William Janes observed results from passengers being attentive to the passage of itself.