Question 1

Which of these characteristics was not one of the seven identified by Czepiel et al. (1985) as part of the service encounter.

Accepted Answer

A)  Specific roles for the service employee and customer 
B)  Both parties seek something from the encounter 
C)  Wide in scope. Deep conversation included 
D)  Follows a pre-determined set of rules 
A)  Specific roles for the service employee and customer 
B)  Both parties seek something from the encounter 
C)  Wide in scope. Deep conversation included 
D)  Follows a pre-determined set of rules C

Question 2

Bateson (2000) describes the service encounter as a 'three cornered' struggle for control. The customer and the organization are two of the participants. Who is the third?

Accepted Answer

A)  The back office employee 
B)  The customer service manager 
C)  The front line employee 
D)  The quality manager 
A)  The back office employee 
B)  The customer service manager 
C)  The front line employee 
D)  The quality manager C

Question 3

Which of the following is not one of the usual responses in the psychology of waiting lines put forward by Maister (1985)

Accepted Answer

A)  a. Unoccupied time feels longer than occupied time 
B)  Anxiety makes waiting feel longer 
C)  Unexplained waits seem longer than explained waits 
D)  Group waiting feels longer than solo waiting 
A)  a. Unoccupied time feels longer than occupied time 
B)  Anxiety makes waiting feel longer 
C)  Unexplained waits seem longer than explained waits 
D)  Group waiting feels longer than solo waiting D

Question 4

Which queuing system do customers in most situations expect?

Accepted Answer

A)  Last in First Out (LIFO) 
B)  Shortest Processed First 
C)  First in First Out (FIFO) 
D)  Serve in Random Order 
A)  Last in First Out (LIFO) 
B)  Shortest Processed First 
C)  First in First Out (FIFO) 
D)  Serve in Random Order

Question 5

In what circumstances might a queue for a service be a good sign for an operation?

Accepted Answer

A)  A long queue at a supermarket checkout 
B)  A long queue at an airport check-in terminal 
C)  A long queue for the cloakroom at a theatre 
D)  A long queue at a high street restaurant 
A)  A long queue at a supermarket checkout 
B)  A long queue at an airport check-in terminal 
C)  A long queue for the cloakroom at a theatre 
D)  A long queue at a high street restaurant

Question 6

The action a service provider takes in response to a breakdown in service delivery is called ________________?

Accepted Answer

A)  Service failure 
B)  Service recovery 
C)  Service planning 
D)  Customer service 
A)  Service failure 
B)  Service recovery 
C)  Service planning 
D)  Customer service

Question 7

Which type of queue would be most likely at the checkout of a large supermarket?

Accepted Answer

A)  Single line queue 
B)  Multiple line queue 
C)  Priority queue 
D)  Diffuse queue 
A)  Single line queue 
B)  Multiple line queue 
C)  Priority queue 
D)  Diffuse queue

Question 8

Not joining a queue because it looks too long is an example of which type of queuing behaviour?

Accepted Answer

A)  Rejecting 
B)  Reneging 
C)  Balking 
D)  Refusing 
A)  Rejecting 
B)  Reneging 
C)  Balking 
D)  Refusing

Question 9

Which of the following actions would not enhance the service encounter for the customer?

Accepted Answer

A)  Empowering the front line staff 
B)  Better recruitment and training of staff 
C)  Monitoring staff performance 
D)  Having rigid rules and procedures 
A)  Empowering the front line staff 
B)  Better recruitment and training of staff 
C)  Monitoring staff performance 
D)  Having rigid rules and procedures

Question 10

Leaving a queue after waiting some time is called _______________?

Accepted Answer

A)  Rejecting 
B)  Reneging 
C)  Balking 
D)  Refusing 
A)  Rejecting 
B)  Reneging 
C)  Balking 
D)  Refusing

Which of these characteristics was not one of the seven identified by Czepiel et al. (1985) as part of the service encounter.

Bateson (2000) describes the service encounter as a 'three cornered' struggle for control. The customer and the organization are two of the participants. Who is the third?

Which of the following is not one of the usual responses in the psychology of waiting lines put forward by Maister (1985)

Which queuing system do customers in most situations expect?

In what circumstances might a queue for a service be a good sign for an operation?

The action a service provider takes in response to a breakdown in service delivery is called ________________?

Which type of queue would be most likely at the checkout of a large supermarket?

Not joining a queue because it looks too long is an example of which type of queuing behaviour?

Which of the following actions would not enhance the service encounter for the customer?

Leaving a queue after waiting some time is called _______________?

Introduction to Operations Management

Winning Customers and Competing Effectively

Operations Processes and Life Cycles

Locating, Designing, and Managing Facilities

Managing Supply Chain Relationships

Managing Materials and Inventory Performa

Managing Capacity and Demand

Managing Quality

Managing the Workforce and Technology

Managing Projects, Crises, and Business Cont

Operations Strategy and International Oper

Lean, Agile, and Mass Customization Strategies

Innovation and Continuous Improvement

Filters

Exam 8: Managing the Service Encounter

Which of these characteristics was not one of the seven identified by Czepiel et al. (1985) as part of the service encounter.

Bateson (2000) describes the service encounter as a 'three cornered' struggle for control. The customer and the organization are two of the participants. Who is the third?

Which of the following is not one of the usual responses in the psychology of waiting lines put forward by Maister (1985)

Which queuing system do customers in most situations expect?

In what circumstances might a queue for a service be a good sign for an operation?

The action a service provider takes in response to a breakdown in service delivery is called ________________?

Which type of queue would be most likely at the checkout of a large supermarket?

Not joining a queue because it looks too long is an example of which type of queuing behaviour?

Which of the following actions would not enhance the service encounter for the customer?

Leaving a queue after waiting some time is called _______________?

Introduction to Operations Management

Winning Customers and Competing Effectively

Operations Processes and Life Cycles

Locating, Designing, and Managing Facilities

Managing Supply Chain Relationships

Managing Materials and Inventory Performa

Managing Capacity and Demand

Managing Quality

Managing the Workforce and Technology

Managing Projects, Crises, and Business Cont

Operations Strategy and International Oper

Lean, Agile, and Mass Customization Strategies

Innovation and Continuous Improvement

Filters