Question 1

In which of the following cases does the use of information raise ethical issues?

Accepted Answer

A)  Yield management. 
B)  Selling information. 
C)  Micromarketing. 
D)  All of the above. 
A)  Yield management. 
B)  Selling information. 
C)  Micromarketing. 
D)  All of the above. D

Question 2

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Accepted Answer

A)  Offer as many different services as possible to spread overhead costs. 
B)  Concentrate on routine/standardized services. 
C)  Replace labor with capital where possible. 
D)  Perform some service activities off-line at a centralized site. 
A)  Offer as many different services as possible to spread overhead costs. 
B)  Concentrate on routine/standardized services. 
C)  Replace labor with capital where possible. 
D)  Perform some service activities off-line at a centralized site. A

Question 3

Service industries have low entry barriers because economy-of-scale opportunities are limited.

Accepted Answer

A) True 
 B)False  False

Question 4

Implementing a low-cost strategy can sometimes revolutionize an industry.

Accepted Answer

A) True 
 B)False

Question 5

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

Accepted Answer

A) True 
 B)False

Question 6

The job design premise in a world-class service organization is division of labor.

Accepted Answer

A) True 
 B)False

Question 7

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

Accepted Answer

A) True 
 B)False

Question 8

A difficult economic environment exists for service industries for all but one of the following reasons.

Accepted Answer

A)  Relatively high overall entry barriers. 
B)  Product substitution. 
C)  Minimal opportunities for economies of scale. 
D)  Exit barriers. 
A)  Relatively high overall entry barriers. 
B)  Product substitution. 
C)  Minimal opportunities for economies of scale. 
D)  Exit barriers.

Question 9

A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center.

Accepted Answer

A) True 
 B)False

Question 10

Infinite scalability can occur only when the variable cost is zero.

Accepted Answer

A) True 
 B)False

Question 11

American Airlines' SABRE reservation system fills the following strategic role of information ________.

Accepted Answer

A)  revenue generation 
B)  productivity enhancement 
C)  creation of barriers to entry 
D)  data base asset 
A)  revenue generation 
B)  productivity enhancement 
C)  creation of barriers to entry 
D)  data base asset

Question 12

Which of the following is not a role of information technology?

Accepted Answer

A)  Creating a barrier to entry for competitors. 
B)  Generating revenues. 
C)  Displacing workers. 
D)  Managing multisite operations. 
A)  Creating a barrier to entry for competitors. 
B)  Generating revenues. 
C)  Displacing workers. 
D)  Managing multisite operations.

Question 13

Data analytics and big data are associated terms.

Accepted Answer

A) True 
 B)False

Question 14

Recycling paper and reducing energy usage often is the first step towards sustainability.

Accepted Answer

A) True 
 B)False

Question 15

Information is a substitute for inventory.

Accepted Answer

A) True 
 B)False

Question 16

Service firms use information technology to create barriers to entry, generate revenue, enhance productivity, and serve as data base assets. Which cell in the matrix below is productivity enhancement?

Accepted Answer

A)  (a) 
B)  (b) 
C)  (c) 
D)  (d) 
A)  (a) 
B)  (b) 
C)  (c) 
D)  (d)

Question 17

Healthcare is an example of a service that exhibits high scalability.

Accepted Answer

A) True 
 B)False

Question 18

________ is not a component of big data.

Accepted Answer

A)  Value 
B)  Volume 
C)  Velocity 
D)  Variety 
A)  Value 
B)  Volume 
C)  Velocity 
D)  Variety

Question 19

Customers seldom take note of firms that are leaders in the sustainability movement.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following service quality descriptions would be considered "World Class"?

Accepted Answer

A)  It raises the customer's expectations and improves continuously. 
B)  It exceeds the customer's expectations and is consistent on many dimensions. 
C)  It is less important than cost and is highly variable. 
D)  It contributes to service and plays an important role in total service. 
A)  It raises the customer's expectations and improves continuously. 
B)  It exceeds the customer's expectations and is consistent on many dimensions. 
C)  It is less important than cost and is highly variable. 
D)  It contributes to service and plays an important role in total service.

In which of the following cases does the use of information raise ethical issues?

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Service industries have low entry barriers because economy-of-scale opportunities are limited.

Implementing a low-cost strategy can sometimes revolutionize an industry.

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

The job design premise in a world-class service organization is division of labor.

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

A difficult economic environment exists for service industries for all but one of the following reasons.

A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center.

Infinite scalability can occur only when the variable cost is zero.

American Airlines' SABRE reservation system fills the following strategic role of information ________.

Which of the following is not a role of information technology?

Data analytics and big data are associated terms.

Recycling paper and reducing energy usage often is the first step towards sustainability.

Information is a substitute for inventory.

Service firms use information technology to create barriers to entry, generate revenue, enhance productivity, and serve as data base assets. Which cell in the matrix below is productivity enhancement?

Healthcare is an example of a service that exhibits high scalability.

________ is not a component of big data.

Customers seldom take note of firms that are leaders in the sustainability movement.

Which of the following service quality descriptions would be considered "World Class"?

The Service Economy

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 2: Service Strategy

In which of the following cases does the use of information raise ethical issues?

Which of the following usually is not a good idea with respect to an overall cost leadership strategy?

Service industries have low entry barriers because economy-of-scale opportunities are limited.

Implementing a low-cost strategy can sometimes revolutionize an industry.

Service winners are the competitive dimensions used by customers to decide among qualified service providers.

The job design premise in a world-class service organization is division of labor.

A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness.

A difficult economic environment exists for service industries for all but one of the following reasons.

A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center.

Infinite scalability can occur only when the variable cost is zero.

American Airlines' SABRE reservation system fills the following strategic role of information ________.

Which of the following is not a role of information technology?

Data analytics and big data are associated terms.

Recycling paper and reducing energy usage often is the first step towards sustainability.

Information is a substitute for inventory.

Service firms use information technology to create barriers to entry, generate revenue, enhance productivity, and serve as data base assets. Which cell in the matrix below is productivity enhancement?

Healthcare is an example of a service that exhibits high scalability.

________ is not a component of big data.

Customers seldom take note of firms that are leaders in the sustainability movement.

Which of the following service quality descriptions would be considered "World Class"?

The Service Economy

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