Question 1

Which one the following is not a subordinate area of data analytics?

Accepted Answer

A)  Descriptive analytics. 
B)  Diagnostic analytics. 
C)  Predictive analytics. 
D)  Disruptive analytics. 
A)  Descriptive analytics. 
B)  Diagnostic analytics. 
C)  Predictive analytics. 
D)  Disruptive analytics.

Question 2

Internet of Things (IoT) involves a convergence of multiple technologies but not ________.

Accepted Answer

A)  GPS positioning 
B)  wireless communications 
C)  commodity sensors 
D)  machine learning 
A)  GPS positioning 
B)  wireless communications 
C)  commodity sensors 
D)  machine learning

Question 3

SWOT analysis is objective with easily agreed upon results.

Accepted Answer

A) True 
 B)False

Question 4

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Accepted Answer

A)  Low barriers to entry. 
B)  Lack of sustainable competitive advantage. 
C)  Lack of government regulation and oversight. 
D)  Low switching costs for customers. 
A)  Low barriers to entry. 
B)  Lack of sustainable competitive advantage. 
C)  Lack of government regulation and oversight. 
D)  Low switching costs for customers.

Question 5

Kraft targeted its cream cheese flavors to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of ________.

Accepted Answer

A)  yield management 
B)  expert systems 
C)  data envelopment analysis 
D)  micromarketing 
A)  yield management 
B)  expert systems 
C)  data envelopment analysis 
D)  micromarketing

Question 6

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Accepted Answer

A) True 
 B)False

Question 7

Service innovation is driven by which factor listed below?

Accepted Answer

A)  New product technology. 
B)  Customer needs. 
C)  Observant contact employee. 
D)  All of the above. 
A)  New product technology. 
B)  Customer needs. 
C)  Observant contact employee. 
D)  All of the above.

Question 8

Focus is a competitive strategy that creates a service perceived as being unique.

Accepted Answer

A) True 
 B)False

Question 9

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

Accepted Answer

A)  Create barriers to entry. 
B)  Generate revenue. 
C)  Create a data base asset. 
D)  Provide global communications. 
A)  Create barriers to entry. 
B)  Generate revenue. 
C)  Create a data base asset. 
D)  Provide global communications.

Question 10

Adopting IoT raises privacy concerns.

Accepted Answer

A) True 
 B)False

Question 11

In a world-class service firm, the front-line management controls the process.

Accepted Answer

A) True 
 B)False

Question 12

A cost-leadership strategy often involves customizing a standard service.

Accepted Answer

A) True 
 B)False

Question 13

The idea of IoT is to create "swarm intelligence".

Accepted Answer

A) True 
 B)False

Question 14

On-line networks between suppliers and their customers create a barrier to entry.

Accepted Answer

A) True 
 B)False

Question 15

Scalability is enhanced with self-service.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is not identified as a strategy common to many successful service providers?

Accepted Answer

A)  Close coordination between the marketing and operations. 
B)  The exploitation of information to generate new business. 
C)  A project-oriented organizational structure. 
D)  Redirection of the strategic service vision inward to focus on employees. 
A)  Close coordination between the marketing and operations. 
B)  The exploitation of information to generate new business. 
C)  A project-oriented organizational structure. 
D)  Redirection of the strategic service vision inward to focus on employees.

Question 17

Which of the following is an example of the competitive use of information in generating revenue?

Accepted Answer

A)  Reservation systems. 
B)  Data envelopment analysis. 
C)  Micromarketing. 
D)  Expert systems. 
A)  Reservation systems. 
B)  Data envelopment analysis. 
C)  Micromarketing. 
D)  Expert systems.

Question 18

Scalability is a measure of how unit variable cost relates to transaction volume.

Accepted Answer

A) True 
 B)False

Question 19

A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________.

Accepted Answer

A)  overall cost leadership 
B)  differentiation 
C)  focus 
D)  personalization 
A)  overall cost leadership 
B)  differentiation 
C)  focus 
D)  personalization

Question 20

Place the McDonald's fast food chain within the following matrix.

Accepted Answer

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

Which one the following is not a subordinate area of data analytics?

Internet of Things (IoT) involves a convergence of multiple technologies but not ________.

SWOT analysis is objective with easily agreed upon results.

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Kraft targeted its cream cheese flavors to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of ________.

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Service innovation is driven by which factor listed below?

Focus is a competitive strategy that creates a service perceived as being unique.

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

Adopting IoT raises privacy concerns.

In a world-class service firm, the front-line management controls the process.

A cost-leadership strategy often involves customizing a standard service.

The idea of IoT is to create "swarm intelligence".

On-line networks between suppliers and their customers create a barrier to entry.

Scalability is enhanced with self-service.

Which of the following is not identified as a strategy common to many successful service providers?

Which of the following is an example of the competitive use of information in generating revenue?

Scalability is a measure of how unit variable cost relates to transaction volume.

A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________.

Place the McDonald's fast food chain within the following matrix.

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

Which one the following is not a subordinate area of data analytics?

Internet of Things (IoT) involves a convergence of multiple technologies but not ________.

SWOT analysis is objective with easily agreed upon results.

Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries?

Kraft targeted its cream cheese flavors to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of ________.

The use of micromarketing has the potential to create customer concerns about invasion of privacy.

Service innovation is driven by which factor listed below?

Focus is a competitive strategy that creates a service perceived as being unique.

Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information?

Adopting IoT raises privacy concerns.

In a world-class service firm, the front-line management controls the process.

A cost-leadership strategy often involves customizing a standard service.

The idea of IoT is to create "swarm intelligence".

On-line networks between suppliers and their customers create a barrier to entry.

Scalability is enhanced with self-service.

Which of the following is not identified as a strategy common to many successful service providers?

Which of the following is an example of the competitive use of information in generating revenue?

Scalability is a measure of how unit variable cost relates to transaction volume.

A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________.

Place the McDonald's fast food chain within the following matrix.

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