Question 1

Internet ________ shared the highest customer satisfaction score with Express Delivery.

Accepted Answer

A)  search engines 
B)  auctions 
C)  brokerage 
D)  retail 
A)  search engines 
B)  auctions 
C)  brokerage 
D)  retail

Question 2

Which of the following features does not illustrate a contribution that the customer can make in the delivery of services?

Accepted Answer

A)  Substitution of customer labor for provider labor. 
B)  Smoothing service demand. 
C)  Service standardization. 
D)  None of the above. 
A)  Substitution of customer labor for provider labor. 
B)  Smoothing service demand. 
C)  Service standardization. 
D)  None of the above.

Question 3

Intellectual property rights allow the owner to secure monopoly profits for a limited time.

Accepted Answer

A) True 
 B)False

Question 4

The "line of visibility" found in a service blueprint separates the front office operations from the back office operations.

Accepted Answer

A) True 
 B)False

Question 5

Intellectual property is a creation of the mind.

Accepted Answer

A) True 
 B)False

Question 6

Only ________ exceeded the United States in percent of nonmanufacturing share of total business R&D expenditure in 2001.

Accepted Answer

A)  Japan 
B)  Norway 
C)  Sweden 
D)  United Kingdom 
A)  Japan 
B)  Norway 
C)  Sweden 
D)  United Kingdom

Question 7

A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system.

Accepted Answer

A) True 
 B)False

Question 8

The "project authorization" in the NSD cycle is part of the development step.

Accepted Answer

A) True 
 B)False

Question 9

________ is not a source of technology-driven service innovation.

Accepted Answer

A)  Power/energy 
B)  Material 
C)  Location 
D)  Facility design 
A)  Power/energy 
B)  Material 
C)  Location 
D)  Facility design

Question 10

Which of the following is not a service design element?

Accepted Answer

A)  Capacity planning. 
B)  Managing capacity and demand. 
C)  Market research. 
D)  Information. 
A)  Capacity planning. 
B)  Managing capacity and demand. 
C)  Market research. 
D)  Information.

Question 11

The service encounter is a structural service design element.

Accepted Answer

A) True 
 B)False

Question 12

Fast-food restaurants have adopted the production-line approach to service design.

Accepted Answer

A) True 
 B)False

Question 13

In service design, to promote sales opportunity, ________ is preferred to ________.

Accepted Answer

A)  phone contact; face-to-face customized 
B)  onsite technology; website 
C)  website; onsite technology 
D)  None of the above. 
A)  phone contact; face-to-face customized 
B)  onsite technology; website 
C)  website; onsite technology 
D)  None of the above.

Question 14

Radical service innovations are driven mostly by technological innovations.

Accepted Answer

A) True 
 B)False

Question 15

An important variable in the design process is the amount of customer participation in the delivery of the service.

Accepted Answer

A) True 
 B)False

Question 16

The "line of visibility" for a self-service process blueprint would be near the top of the diagram.

Accepted Answer

A) True 
 B)False

Question 17

JIT is an example of information driven technology innovation.

Accepted Answer

A) True 
 B)False

Question 18

An increase in divergence can maximize the revenue that is generated by each customer.

Accepted Answer

A) True 
 B)False

Question 19

For companies offering customized services, which one of the following is true?

Accepted Answer

A)  A comprehensive employee hiring process is very important. 
B)  Employee tasks are low on divergence. 
C)  A production-line approach to service is desirable. 
D)  Information processing plays a minor role. 
A)  A comprehensive employee hiring process is very important. 
B)  Employee tasks are low on divergence. 
C)  A production-line approach to service is desirable. 
D)  Information processing plays a minor role.

Question 20

Service processes can be classified according to each of the following, except the ________.

Accepted Answer

A)  degree of customer satisfaction 
B)  degree of customer contact 
C)  object of the service activity defined as goods, information or people 
D)  degree of divergence ranging from standard to customized service 
A)  degree of customer satisfaction 
B)  degree of customer contact 
C)  object of the service activity defined as goods, information or people 
D)  degree of divergence ranging from standard to customized service

Internet ________ shared the highest customer satisfaction score with Express Delivery.

Which of the following features does not illustrate a contribution that the customer can make in the delivery of services?

Intellectual property rights allow the owner to secure monopoly profits for a limited time.

The "line of visibility" found in a service blueprint separates the front office operations from the back office operations.

Intellectual property is a creation of the mind.

Only ________ exceeded the United States in percent of nonmanufacturing share of total business R&D expenditure in 2001.

A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system.

The "project authorization" in the NSD cycle is part of the development step.

________ is not a source of technology-driven service innovation.

Which of the following is not a service design element?

The service encounter is a structural service design element.

Fast-food restaurants have adopted the production-line approach to service design.

In service design, to promote sales opportunity, is preferred to .

Radical service innovations are driven mostly by technological innovations.

An important variable in the design process is the amount of customer participation in the delivery of the service.

The "line of visibility" for a self-service process blueprint would be near the top of the diagram.

JIT is an example of information driven technology innovation.

An increase in divergence can maximize the revenue that is generated by each customer.

For companies offering customized services, which one of the following is true?

Service processes can be classified according to each of the following, except the ________.

The Service Economy

Service Strategy

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 3: New Service Development

Internet ________ shared the highest customer satisfaction score with Express Delivery.

Which of the following features does not illustrate a contribution that the customer can make in the delivery of services?

Intellectual property rights allow the owner to secure monopoly profits for a limited time.

The "line of visibility" found in a service blueprint separates the front office operations from the back office operations.

Intellectual property is a creation of the mind.

Only ________ exceeded the United States in percent of nonmanufacturing share of total business R&D expenditure in 2001.

A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system.

The "project authorization" in the NSD cycle is part of the development step.

________ is not a source of technology-driven service innovation.

Which of the following is not a service design element?

The service encounter is a structural service design element.

Fast-food restaurants have adopted the production-line approach to service design.

In service design, to promote sales opportunity, ________ is preferred to ________.

Radical service innovations are driven mostly by technological innovations.

An important variable in the design process is the amount of customer participation in the delivery of the service.

The "line of visibility" for a self-service process blueprint would be near the top of the diagram.

JIT is an example of information driven technology innovation.

An increase in divergence can maximize the revenue that is generated by each customer.

For companies offering customized services, which one of the following is true?

Service processes can be classified according to each of the following, except the ________.

The Service Economy

Service Strategy

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

In service design, to promote sales opportunity, is preferred to .