Question 1

Which one of the following is not a dimension of a business service experience?

Accepted Answer

A)  Co-creation of value. 
B)  Problem solving. 
C)  Relationships. 
D)  Service capability. 
A)  Co-creation of value. 
B)  Problem solving. 
C)  Relationships. 
D)  Service capability.

Question 2

The major input into a large public hospital from a service point of view would be ________.

Accepted Answer

A)  physicians' services 
B)  patients 
C)  nursing services 
D)  federal reimbursement (Medicare/Medicaid) 
A)  physicians' services 
B)  patients 
C)  nursing services 
D)  federal reimbursement (Medicare/Medicaid)

Question 3

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

Accepted Answer

A)  the replacement of fixed costs with variable costs 
B)  selling a wider range of products 
C)  a synonym for economies of scope 
D)  the replacement of variable costs with fixed costs 
A)  the replacement of fixed costs with variable costs 
B)  selling a wider range of products 
C)  a synonym for economies of scope 
D)  the replacement of variable costs with fixed costs

Question 4

From an open-systems view, the output of a service system consists of satisfied customers.

Accepted Answer

A) True 
 B)False

Question 5

Capital decisions, technological advances, and managing demand are some managerial challenges for a ________.

Accepted Answer

A)  service factory 
B)  service shop 
C)  mass service 
D)  professional service 
A)  service factory 
B)  service shop 
C)  mass service 
D)  professional service

Question 6

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Accepted Answer

A) True 
 B)False

Question 7

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

Accepted Answer

A)  Public university. 
B)  Cruise ship. 
C)  Plumbing repair. 
D)  Chiropractor. 
A)  Public university. 
B)  Cruise ship. 
C)  Plumbing repair. 
D)  Chiropractor.

Question 8

The service experience defined as escapism requires the most commitment from the customer.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is not true of services?

Accepted Answer

A)  The customer is the input. 
B)  The customer takes an active part in the service. 
C)  A service can be inventoried. 
D)  Production and consumption occur simultaneously. 
A)  The customer is the input. 
B)  The customer takes an active part in the service. 
C)  A service can be inventoried. 
D)  Production and consumption occur simultaneously.

Question 10

An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's ________.

Accepted Answer

A)  time perishability 
B)  labor intensity 
C)  intangibility 
D)  simultaneous production and consumption 
A)  time perishability 
B)  labor intensity 
C)  intangibility 
D)  simultaneous production and consumption

Which one of the following is not a dimension of a business service experience?

The major input into a large public hospital from a service point of view would be ________.

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

From an open-systems view, the output of a service system consists of satisfied customers.

Capital decisions, technological advances, and managing demand are some managerial challenges for a ________.

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

The service experience defined as escapism requires the most commitment from the customer.

Which of the following is not true of services?

An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's ________.

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

Which one of the following is not a dimension of a business service experience?

The major input into a large public hospital from a service point of view would be ________.

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

From an open-systems view, the output of a service system consists of satisfied customers.

Capital decisions, technological advances, and managing demand are some managerial challenges for a ________.

A study of service systems must begin with the fundamental idea that the basic inputs are supporting facility, facilitating goods, labor, and capital. The output is the service offered.

Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

The service experience defined as escapism requires the most commitment from the customer.

Which of the following is not true of services?

An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's ________.

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