Question 1

Examples of this include the response time of an ambulance, air-conditioning in a hotel room, and a smooth-running car after a tune-up.

Accepted Answer

A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services 
A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services

Question 2

Which of the following is not a strategic use of the service-system design matrix?

Accepted Answer

A)  Enabling systematic integration of operations and marketing strategy 
B)  Design of the service package 
C)  Comparing how other firms deliver specific services 
D)  Indicating evolutionary or life cycle changes that might be in order as the firm grows 
E)  Clarifying exactly which combination of service delivery the firm is in fact providing 
A)  Enabling systematic integration of operations and marketing strategy 
B)  Design of the service package 
C)  Comparing how other firms deliver specific services 
D)  Indicating evolutionary or life cycle changes that might be in order as the firm grows 
E)  Clarifying exactly which combination of service delivery the firm is in fact providing

Question 3

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Accepted Answer

A) True 
 B)False

Question 4

One of the three approaches to delivering on-site service is __________.

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 5

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False

Question 6

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 7

Which of the following is not part of "the service triangle"?

Accepted Answer

A)  Employees 
B)  Support systems 
C)  Customers 
D)  Service strategy 
E)  Service encounter 
A)  Employees 
B)  Support systems 
C)  Customers 
D)  Service strategy 
E)  Service encounter

Question 8

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A)  Services cannot be inventoried. 
B)  Services are all similar. 
C)  Quality work means quality service. 
D)  Services businesses are inherently entrepreneurial. 
E)  Even service businesses have internal services. 
A)  Services cannot be inventoried. 
B)  Services are all similar. 
C)  Quality work means quality service. 
D)  Services businesses are inherently entrepreneurial. 
E)  Even service businesses have internal services.

Question 9

Which company is mentioned in the text as a pioneering of the production-line approach to delivering on-site service?

Accepted Answer

A)  Ritz-Carlton Hotel Company 
B)  McDonald's Corporation 
C)  Prudential Insurance Company 
D)  Southwest Airlines 
E)  Citibank 
A)  Ritz-Carlton Hotel Company 
B)  McDonald's Corporation 
C)  Prudential Insurance Company 
D)  Southwest Airlines 
E)  Citibank

Question 10

It is not necessary that a well-designed service system be robust.

Accepted Answer

A) True 
 B)False

Question 11

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

A)  High sales opportunity 
B)  High degree of customer/server contact 
C)  Low production efficiency 
D)  High production efficiency 
E)  None of these choices are correct. 
A)  High sales opportunity 
B)  High degree of customer/server contact 
C)  Low production efficiency 
D)  High production efficiency 
E)  None of these choices are correct.

Question 12

To avoid lost sales, service capacity must be set to match peak demand.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following are alternative possible service encounters included in the service-system design matrix?

Accepted Answer

A)  Mail contact 
B)  Warranty 
C)  Sales call 
D)  Field service 
E)  None of these choices are correct. 
A)  Mail contact 
B)  Warranty 
C)  Sales call 
D)  Field service 
E)  None of these choices are correct.

Question 14

Which of the following is a characteristic of a well-designed service system?

Accepted Answer

A)  Provides an unconditional service guarantee. 
B)  Each element of service system is consistent with the operating focus of the firm. 
C)  The front end of the service encounter is equal to the back end. 
D)  It segments the pleasure for the customer. 
E)  It lets the customer control the process. 
A)  Provides an unconditional service guarantee. 
B)  Each element of service system is consistent with the operating focus of the firm. 
C)  The front end of the service encounter is equal to the back end. 
D)  It segments the pleasure for the customer. 
E)  It lets the customer control the process.

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Accepted Answer

A) True 
 B)False

Question 17

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 18

Examples of this include golf clubs, skis, beverages, auto parts, and services sold by the firm.

Accepted Answer

A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services 
A)  Supporting facility 
B)  Facilitating goods 
C)  Information 
D)  Explicit services 
E)  Implicit services

Question 19

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Accepted Answer

A) True 
 B)False

Question 20

An explicit service is readily observable by the senses.

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

Examples of this include the response time of an ambulance, air-conditioning in a hotel room, and a smooth-running car after a tune-up.

Which of the following is not a strategic use of the service-system design matrix?

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

One of the three approaches to delivering on-site service is __________.

Service strategy begins by integrating operations and strategy.

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.

Which of the following is not part of "the service triangle"?

Which of the following is a characteristic that can be used to guide the design of service systems?

Which company is mentioned in the text as a pioneering of the production-line approach to delivering on-site service?

It is not necessary that a well-designed service system be robust.

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

To avoid lost sales, service capacity must be set to match peak demand.

Which of the following are alternative possible service encounters included in the service-system design matrix?

Which of the following is a characteristic of a well-designed service system?

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

"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Examples of this include golf clubs, skis, beverages, auto parts, and services sold by the firm.

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

An explicit service is readily observable by the senses.

Introduction

Strategy

Design of Products and Services

Projects

Strategic Capacity Management

Learning Curves

Manufacturing Processes

Facility Layout

Waiting Line Analysis and Simulation

Process Design and Analysis

Six Sigma Quality

Statistical Quality Control

Lean Supply Chains

Logistics, Distribution, and Transportation

Global Sourcing and Procurement

The Internet of Things and Erp

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Filters