Exam 12: Service Response Logistics

All of the following are included in the five dimensions of service quality EXCEPT:

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad, because firms often concentrate on improving one, while neglecting others.

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

Which of the following items would be considered a facilitating product?

Service provided by multiple servers acting in parallel is referred to as:

According to the text, the primary elements of all queuing systems include all of the following EXCEPT:

When a customer takes their automobile to a carwash, the carwash provides state utility to the vehicle.

The dimension of service quality concerned with using knowledgeable, competent, courteous employees who convey trust and confidence to customers is referred to as:

Which of the following would result in an INCREASE in productivity?

The optimal capacity utilization for an organization would be 100%.

Themed restaurants such as the ESPN zone (sports theme), Rainforest Cafe (jungle theme), and Chuck E.Cheese (kids theme) are all examples of Entertailment facilities.

Since the 1950s, the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

When studying queuing models, a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

When a chase demand strategy is used for managing capacity, effective plans must be in place to utilize, transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue.

If  = 6 CUSTOMERS/HOUR and  = 11 CUSTOMERS/HOUR, in a single server model, find the probability that there will be exactly 1 person in LINE.

When a level demand strategy is used for managing capacity, the firm is required to use a demand management or queue management tactic to deal with excess customers.