Question 1

Many airlines now offer electronic kiosks where customers can select their own seats and print a boarding pass.This is an example of:

Accepted Answer

A) creating flexibility in what is offered 
B) shifting demand 
C) asking customers to share 
D) customer involvement in co-production 
E) reducing facility costs 
A) creating flexibility in what is offered 
B) shifting demand 
C) asking customers to share 
D) customer involvement in co-production 
E) reducing facility costs

Question 2

Discuss the benefits and problems for service firms associated with reservations or booking systems.

Accepted Answer

Reservations or booking systems offer se

Question 3

The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers.Which of the following is the most appropriate definition of the cause of this problem?

Accepted Answer

A) Unresolved capacity management 
B) Behind the scenes problems 
C) Lack of staff 
D) Untrained staff 
E) Servicescape 
A) Unresolved capacity management 
B) Behind the scenes problems 
C) Lack of staff 
D) Untrained staff 
E) Servicescape

Question 4

The value of using the marketing mix is useful to non-service organisations but has little value in service organisations.

Accepted Answer

A) True 
 B)False

Question 5

When a business has excess capacity, customers are sure to have a favourable impression of the service.

Accepted Answer

A) True 
 B)False

Question 6

Discuss the statement: 'In a very real sense, queues are basically a symptom of unresolved capacity management problems'.Do you agree or disagree with the statement? Justify your answer.

Accepted Answer

I agree with the statement that queues a

Question 7

Is it possible to tailor queuing systems for market segments and, if so, how can this be achieved?

Accepted Answer

Yes, it is possible to tailor queuing sy

Question 8

Cross-training employees will help to avoid both bottlenecks and the under-utilisation of staff members.

Accepted Answer

A) True 
 B)False

Question 9

'Although service businesses can rarely inventory supply, they can often inventory demand.' Discuss how this statement would apply to a national airline and a veterinary surgery.

Accepted Answer

The statement "Although service business

Question 10

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

Accepted Answer

A) Anticipate the peak and off-peak periods of customer demand 
B) Use more permanent employees 
C) Train employees for multiple roles 
D) Use more part-time employees 
E) Rent or share extra facilities or equipment 
A) Anticipate the peak and off-peak periods of customer demand 
B) Use more permanent employees 
C) Train employees for multiple roles 
D) Use more part-time employees 
E) Rent or share extra facilities or equipment

Question 11

When faced with fluctuating levels of demand, a service firm can do which of the following?

Accepted Answer

A) Stockpile inventory 
B) Manage the level of demand 
C) Adjust the level of capacity 
D) Hire only on temporary contracts 
E) b and c 
A) Stockpile inventory 
B) Manage the level of demand 
C) Adjust the level of capacity 
D) Hire only on temporary contracts 
E) b and c

Question 12

One of the most direct ways of reducing or increasing demand is through pricing strategy.

Accepted Answer

A) True 
 B)False

Question 13

Customers are not willing to pay more for priority queuing.

Accepted Answer

A) True 
 B)False

Question 14

For price to be effective as a demand management tool, the marketing manager must have some sense of the shape and slope of a product's demand curve at a particular point in time.

Accepted Answer

A) True 
 B)False

Question 15

What risk arises when demand is operating between optimum and maximum capacity?

Accepted Answer

A) Service quality may suffer, leading to dissatisfied customers 
B) Customer attitudes may improve when they see how busy the company is 
C) Service may improve above the optimum level, surprising customers 
D) Productive resources may be underused, resulting in low productivity 
E) Customers may perceive the company as unlikely to survive 
A) Service quality may suffer, leading to dissatisfied customers 
B) Customer attitudes may improve when they see how busy the company is 
C) Service may improve above the optimum level, surprising customers 
D) Productive resources may be underused, resulting in low productivity 
E) Customers may perceive the company as unlikely to survive

Many airlines now offer electronic kiosks where customers can select their own seats and print a boarding pass.This is an example of:

Discuss the benefits and problems for service firms associated with reservations or booking systems.

The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers.Which of the following is the most appropriate definition of the cause of this problem?

The value of using the marketing mix is useful to non-service organisations but has little value in service organisations.

When a business has excess capacity, customers are sure to have a favourable impression of the service.

Discuss the statement: 'In a very real sense, queues are basically a symptom of unresolved capacity management problems'.Do you agree or disagree with the statement? Justify your answer.

Is it possible to tailor queuing systems for market segments and, if so, how can this be achieved?

Cross-training employees will help to avoid both bottlenecks and the under-utilisation of staff members.

'Although service businesses can rarely inventory supply, they can often inventory demand.' Discuss how this statement would apply to a national airline and a veterinary surgery.

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

When faced with fluctuating levels of demand, a service firm can do which of the following?

One of the most direct ways of reducing or increasing demand is through pricing strategy.

Customers are not willing to pay more for priority queuing.

For price to be effective as a demand management tool, the marketing manager must have some sense of the shape and slope of a product's demand curve at a particular point in time.

What risk arises when demand is operating between optimum and maximum capacity?

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

Many airlines now offer electronic kiosks where customers can select their own seats and print a boarding pass.This is an example of:

Discuss the benefits and problems for service firms associated with reservations or booking systems.

The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers.Which of the following is the most appropriate definition of the cause of this problem?

The value of using the marketing mix is useful to non-service organisations but has little value in service organisations.

When a business has excess capacity, customers are sure to have a favourable impression of the service.

Discuss the statement: 'In a very real sense, queues are basically a symptom of unresolved capacity management problems'.Do you agree or disagree with the statement? Justify your answer.

Is it possible to tailor queuing systems for market segments and, if so, how can this be achieved?

Cross-training employees will help to avoid both bottlenecks and the under-utilisation of staff members.

'Although service businesses can rarely inventory supply, they can often inventory demand.' Discuss how this statement would apply to a national airline and a veterinary surgery.

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

When faced with fluctuating levels of demand, a service firm can do which of the following?

One of the most direct ways of reducing or increasing demand is through pricing strategy.

Customers are not willing to pay more for priority queuing.

For price to be effective as a demand management tool, the marketing manager must have some sense of the shape and slope of a product's demand curve at a particular point in time.

What risk arises when demand is operating between optimum and maximum capacity?

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