Question 1

One way to stretch capacity is to ensure slack time is encountered.

Accepted Answer

A) True 
 B)False  False

Question 2

List the four key marketing strategies that can be employed to reshape demand.

Accepted Answer

Use price and other costs to manage demand, change product elements, modify the place and time of delivery, and promotion and education

Question 3

Which of the following is NOT one of the alternative queuing configurations discussed?

Accepted Answer

A) Single line/single servers at sequential stages 
B) Multiple line to single servers ("snake") 
C) Parallel lines to multiple servers 
D) Designated lines to designated servers 
E) "Take a Number" (single or multiple servers) 
A) Single line/single servers at sequential stages 
B) Multiple line to single servers ("snake") 
C) Parallel lines to multiple servers 
D) Designated lines to designated servers 
E) "Take a Number" (single or multiple servers) B

Question 4

A subway can increase the capacity on a route after all seats have been occupied.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT one of the five basic approaches to managing demand?

Accepted Answer

A) Taking no action and leaving demand to find its own levels. 
B) Reduce demand in peak periods. 
C) Increase demand when there is excess capacity. 
D) Inventory capacity until demand increases. 
E) Inventory demand by creating a formalized queuing system. 
A) Taking no action and leaving demand to find its own levels. 
B) Reduce demand in peak periods. 
C) Increase demand when there is excess capacity. 
D) Inventory capacity until demand increases. 
E) Inventory demand by creating a formalized queuing system.

Question 6

Which of the following is NOT one of the productive capacity forms in a service context?

Accepted Answer

A) Physical facilities designed to contain customers 
B) Physical equipment used to process people, possessions, or information 
C) Customers 
D) Labor 
E) Infrastructure 
A) Physical facilities designed to contain customers 
B) Physical equipment used to process people, possessions, or information 
C) Customers 
D) Labor 
E) Infrastructure

Question 7

Good records of a firm's transactions can help one to understand demand patterns.

Accepted Answer

A) True 
 B)False

Question 8

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Accepted Answer

A) True 
 B)False

Question 9

Describe how optimum and maximum capacities may differ in the restaurant industry.

Accepted Answer

A full restaurant may deterior

Question 10

How did BMW occupy customers while they were waiting for their cars to be serviced?

Accepted Answer

BMW owners could wait in comfort at the

Question 11

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Accepted Answer

A) True 
 B)False

Question 12

Describe how Disney decided to deal with long lines.

Accepted Answer

Disney implemented virtual waiting lines

Question 13

We need to have queuing or reservations systems because demand cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 14

Which company is taking advantage of reservations system to do business?

Accepted Answer

PrimeTimeTables is an exclusive online c

Question 15

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

Accepted Answer

A) Do demand levels follow a predictable cycle? 
B) What are the underlying causes of these cyclical variations? 
C) How much demand are competitors receiving? 
D) Do demand levels seem to change randomly? 
E) Can demand for a particular service over time be disaggregated by market segment? 
A) Do demand levels follow a predictable cycle? 
B) What are the underlying causes of these cyclical variations? 
C) How much demand are competitors receiving? 
D) Do demand levels seem to change randomly? 
E) Can demand for a particular service over time be disaggregated by market segment?

Question 16

Which of the following is NOT one of the conditions that fixed-capacity firms may face?

Accepted Answer

A) Excess capacity. 
B) Demand exceeds desired capacity. 
C) Demand and supply are well-balanced. 
D) Ideal demand exceeds capacity. 
E) Excess demand. 
A) Excess capacity. 
B) Demand exceeds desired capacity. 
C) Demand and supply are well-balanced. 
D) Ideal demand exceeds capacity. 
E) Excess demand.

Question 17

____________ is usually the first variable to be proposed for bringing demand and supply into balance.

Accepted Answer

A) Price. 
B) Place. 
C) Personnel. 
D) Product. 
E) Promotion. 
A) Price. 
B) Place. 
C) Personnel. 
D) Product. 
E) Promotion.

Question 18

Optimum and maximum capacities are never one and the same (e.g. a sport performance).

Accepted Answer

A) True 
 B)False

Question 19

One way for car washes to decrease the number of visitors to the existing site is to

Accepted Answer

A) Offer free pickup and delivery of cars to be washed. 
B) Offer mobile car wash services. 
C) Add more service options. 
D) Increase prices to get the most out of current customers. 
E) Educate customers on when they should have their cars washed. 
A) Offer free pickup and delivery of cars to be washed. 
B) Offer mobile car wash services. 
C) Add more service options. 
D) Increase prices to get the most out of current customers. 
E) Educate customers on when they should have their cars washed.

Question 20

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

Accepted Answer

A) modify mode of delivery 
B) use price and other cost to manage demand 
C) change product elements 
D) modify time and place of delivery 
E) use promotion and education 
A) modify mode of delivery 
B) use price and other cost to manage demand 
C) change product elements 
D) modify time and place of delivery 
E) use promotion and education

One way to stretch capacity is to ensure slack time is encountered.

List the four key marketing strategies that can be employed to reshape demand.

Which of the following is NOT one of the alternative queuing configurations discussed?

A subway can increase the capacity on a route after all seats have been occupied.

Which of the following is NOT one of the five basic approaches to managing demand?

Which of the following is NOT one of the productive capacity forms in a service context?

Good records of a firm's transactions can help one to understand demand patterns.

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Describe how optimum and maximum capacities may differ in the restaurant industry.

How did BMW occupy customers while they were waiting for their cars to be serviced?

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Describe how Disney decided to deal with long lines.

We need to have queuing or reservations systems because demand cannot be inventoried.

Which company is taking advantage of reservations system to do business?

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

Which of the following is NOT one of the conditions that fixed-capacity firms may face?

____________ is usually the first variable to be proposed for bringing demand and supply into balance.

Optimum and maximum capacities are never one and the same (e.g. a sport performance).

One way for car washes to decrease the number of visitors to the existing site is to

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 9: Balancing Demand against Productive Capacity

One way to stretch capacity is to ensure slack time is encountered.

List the four key marketing strategies that can be employed to reshape demand.

Which of the following is NOT one of the alternative queuing configurations discussed?

A subway can increase the capacity on a route after all seats have been occupied.

Which of the following is NOT one of the five basic approaches to managing demand?

Which of the following is NOT one of the productive capacity forms in a service context?

Good records of a firm's transactions can help one to understand demand patterns.

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Describe how optimum and maximum capacities may differ in the restaurant industry.

How did BMW occupy customers while they were waiting for their cars to be serviced?

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Describe how Disney decided to deal with long lines.

We need to have queuing or reservations systems because demand cannot be inventoried.

Which company is taking advantage of reservations system to do business?

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

Which of the following is NOT one of the conditions that fixed-capacity firms may face?

____________ is usually the first variable to be proposed for bringing demand and supply into balance.

Optimum and maximum capacities are never one and the same (e.g. a sport performance).

One way for car washes to decrease the number of visitors to the existing site is to

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters