Question 1

It is convenient and often necessary to combine the operations and marketing functions for service organizations.

Accepted Answer

A) True 
 B)False  True

Question 2

Little or no interaction between customer and service provider is required when the service is customized.

Accepted Answer

A) True 
 B)False  False

Question 3

Which of the following is not a feature of the new experience economy?

Accepted Answer

A)  The experience is memorable. 
B)  The experience is customized. 
C)  The customer is treated as a guest. 
D)  The experience is staged. 
A)  The experience is memorable. 
B)  The experience is customized. 
C)  The customer is treated as a guest. 
D)  The experience is staged. B

Question 4

________ is a foundation premise of Service-Dominant Logic

Accepted Answer

A)  The customer is always right 
B)  Only post-industrial economies are service economies 
C)  Goods are distribution mechanisms for service provision 
D)  Money is the fundamental basis of exchange 
A)  The customer is always right 
B)  Only post-industrial economies are service economies 
C)  Goods are distribution mechanisms for service provision 
D)  Money is the fundamental basis of exchange

Question 5

Personnel training is a criterion for evaluating the explicit services feature of the service package.

Accepted Answer

A) True 
 B)False

Question 6

Retail and wholesale trade had the greatest percentage of U.S. employment by industry in 2014.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following does not describe a business service experience?

Accepted Answer

A)  Themed. 
B)  Co-creation. 
C)  Collaboration. 
D)  Problem solving. 
A)  Themed. 
B)  Co-creation. 
C)  Collaboration. 
D)  Problem solving.

Question 8

The service process matrix classification consists of four categories of services. Which one of the four features listed below is not included in this classification?

Accepted Answer

A)  Service factory. 
B)  Service shop. 
C)  Public service. 
D)  Professional service. 
A)  Service factory. 
B)  Service shop. 
C)  Public service. 
D)  Professional service.

Question 9

In an experience economy the method of supply is ________.

Accepted Answer

A)  revealed over time 
B)  stored in bulk 
C)  delivered on demand 
D)  inventoried 
A)  revealed over time 
B)  stored in bulk 
C)  delivered on demand 
D)  inventoried

Question 10

The fall in employment in the agricultural sector is the primary reason for the increase in service sector employment.

Accepted Answer

A) True 
 B)False

Question 11

Both manufacturing and services can suffer from technological obsolescence.

Accepted Answer

A) True 
 B)False

Question 12

The classification of service systems using the "service process matrix" is based on two considerations: degree of labor intensity, and the degree of service customization.

Accepted Answer

A) True 
 B)False

Question 13

Value for the "business service experience" is derived from co-creation.

Accepted Answer

A) True 
 B)False

Question 14

The key technology of a postindustrial society is ________.

Accepted Answer

A)  machines 
B)  energy 
C)  information 
D)  intellectual capital of the workers 
A)  machines 
B)  energy 
C)  information 
D)  intellectual capital of the workers

Question 15

Which of the following is an example of a business service (B2B)?

Accepted Answer

A)  Communications. 
B)  Auditing. 
C)  Retailing. 
D)  Leasing. 
A)  Communications. 
B)  Auditing. 
C)  Retailing. 
D)  Leasing.

Question 16

Services are deeds, processes, and performances.

Accepted Answer

A) True 
 B)False

Question 17

The concept of economies of scope is best described as ________.

Accepted Answer

A)  a synonym for economics of scale 
B)  the use of brand extensions 
C)  using existing channels of distribution to introduce a new product 
D)  extending existing distribution channels to reach new customers 
A)  a synonym for economics of scale 
B)  the use of brand extensions 
C)  using existing channels of distribution to introduce a new product 
D)  extending existing distribution channels to reach new customers

Question 18

Which one of the following reasons best explains the recession-resistant nature of services?

Accepted Answer

A)  Services cannot be inventoried. 
B)  Many services, such as healthcare, are essential. 
C)  Many service employees, such as those who work on commission, do not need to be laid off during recessions. 
D)  The number of jobs in maintenance and repair services increases during recessions. 
A)  Services cannot be inventoried. 
B)  Many services, such as healthcare, are essential. 
C)  Many service employees, such as those who work on commission, do not need to be laid off during recessions. 
D)  The number of jobs in maintenance and repair services increases during recessions.

Question 19

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

Accepted Answer

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

Question 20

The decrease in the proportion of income spent on the basic necessities of life has encouraged the demand for more services and accelerated the transition to post-industrial society.

Accepted Answer

A) True 
 B)False

It is convenient and often necessary to combine the operations and marketing functions for service organizations.

Little or no interaction between customer and service provider is required when the service is customized.

Which of the following is not a feature of the new experience economy?

________ is a foundation premise of Service-Dominant Logic

Personnel training is a criterion for evaluating the explicit services feature of the service package.

Retail and wholesale trade had the greatest percentage of U.S. employment by industry in 2014.

Which of the following does not describe a business service experience?

The service process matrix classification consists of four categories of services. Which one of the four features listed below is not included in this classification?

In an experience economy the method of supply is ________.

The fall in employment in the agricultural sector is the primary reason for the increase in service sector employment.

Both manufacturing and services can suffer from technological obsolescence.

The classification of service systems using the "service process matrix" is based on two considerations: degree of labor intensity, and the degree of service customization.

Value for the "business service experience" is derived from co-creation.

The key technology of a postindustrial society is ________.

Which of the following is an example of a business service (B2B)?

Services are deeds, processes, and performances.

The concept of economies of scope is best described as ________.

Which one of the following reasons best explains the recession-resistant nature of services?

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

The decrease in the proportion of income spent on the basic necessities of life has encouraged the demand for more services and accelerated the transition to post-industrial society.

Service Strategy

New Service Development

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 1: The Service Economy

It is convenient and often necessary to combine the operations and marketing functions for service organizations.

Little or no interaction between customer and service provider is required when the service is customized.

Which of the following is not a feature of the new experience economy?

________ is a foundation premise of Service-Dominant Logic

Personnel training is a criterion for evaluating the explicit services feature of the service package.

Retail and wholesale trade had the greatest percentage of U.S. employment by industry in 2014.

Which of the following does not describe a business service experience?

The service process matrix classification consists of four categories of services. Which one of the four features listed below is not included in this classification?

In an experience economy the method of supply is ________.

The fall in employment in the agricultural sector is the primary reason for the increase in service sector employment.

Both manufacturing and services can suffer from technological obsolescence.

The classification of service systems using the "service process matrix" is based on two considerations: degree of labor intensity, and the degree of service customization.

Value for the "business service experience" is derived from co-creation.

The key technology of a postindustrial society is ________.

Which of the following is an example of a business service (B2B)?

Services are deeds, processes, and performances.

The concept of economies of scope is best described as ________.

Which one of the following reasons best explains the recession-resistant nature of services?

The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

The decrease in the proportion of income spent on the basic necessities of life has encouraged the demand for more services and accelerated the transition to post-industrial society.

Service Strategy

New Service Development

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters