Exam 3: Managing Services Operations

The following question is in which of the four things business need to get right, "Have jobs been designed realistically, given employee selection, training, and motivation challenges?"

Process mapping undertaken via a method study involving all the following except,

Interactions are a core dimension of a service.

The following question is in which of the four things business need to get right, "Are customers paying as palatably as possible?"

A service concept includes which of the following

The major change in the input-output model is the role of the _____________ being an integral part of the creation of the product.

The rise in servitization mostly affects which of the following:

The key elements of the service concept include which of the following?

The "Moment of Truth" can best be described as,

What is the best way to reduce costs while simultaneously improving quality? i. A labor reduction strategy ii. A comprehensive demand-side strategy iii. An aggressive supply-side strategy iv. A comprehensive customer relationship management program

Activities are NOT a core dimension of a service.

The service image includes both the physical and tangible elements of the service offering and its intellectual/intangible elements.

How do you diagnose a service design?

Often customers do not engage in contact with other persons during the provision of services

Discuss three ways that the physical elements of a restaurant can be changed to improve the tangible experience of customers

A service is a time-perishable experience performed for a customer

Ultimately the success of differentiation is determined by customers and not by the provider, however well intended the offer may be

In service-dominant logic, a service is defined as,

The following question is in which of the four things business need to get right, "What makes them reasonably motivated to produce excellence?"

In service, time is not an important dimension in measuring quality, because speed and reliability of response are not measurable and quantifiable.