Question 1

Blockchain is a trusted immutable digital ledger that deletes all but recent transactions.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not an increase in service complexity?

Accepted Answer

A)  A supermarket adds a florist shop. 
B)  A supper club opens for Sunday brunch. 
C)  A restaurant switches from "house salad" to a salad bar with 40 items. 
D)  A health spa hires a massage therapist. 
A)  A supermarket adds a florist shop. 
B)  A supper club opens for Sunday brunch. 
C)  A restaurant switches from "house salad" to a salad bar with 40 items. 
D)  A health spa hires a massage therapist.

Question 3

Readiness to embrace new technology is a measure of how fast new technology is adopted in the marketplace.

Accepted Answer

A) True 
 B)False

Question 4

The term "customer contact" refers to the ________.

Accepted Answer

A)  handling of the product by the customer 
B)  influence the customer has on service design 
C)  amount of time spent waiting in the system 
D)  physical presence of the customer in the system 
A)  handling of the product by the customer 
B)  influence the customer has on service design 
C)  amount of time spent waiting in the system 
D)  physical presence of the customer in the system

Question 5

Service complexity can be measured by analyzing the number and intricacy of the steps required performing it.

Accepted Answer

A) True 
 B)False

Question 6

Financial consulting is a service with low complexity and high divergence.

Accepted Answer

A) True 
 B)False

Question 7

In the new service development process cycle, development follows design.

Accepted Answer

A) True 
 B)False

Question 8

________ is not one of the categories of intellectual property.

Accepted Answer

A)  A trademark 
B)  A trade secret 
C)  Industrial design 
D)  Process layout 
A)  A trademark 
B)  A trade secret 
C)  Industrial design 
D)  Process layout

Blockchain is a trusted immutable digital ledger that deletes all but recent transactions.

Which of the following is not an increase in service complexity?

Readiness to embrace new technology is a measure of how fast new technology is adopted in the marketplace.

The term "customer contact" refers to the ________.

Service complexity can be measured by analyzing the number and intricacy of the steps required performing it.

Financial consulting is a service with low complexity and high divergence.

In the new service development process cycle, development follows design.

________ is not one of the categories of intellectual property.

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

Blockchain is a trusted immutable digital ledger that deletes all but recent transactions.

Which of the following is not an increase in service complexity?

Readiness to embrace new technology is a measure of how fast new technology is adopted in the marketplace.

The term "customer contact" refers to the ________.

Service complexity can be measured by analyzing the number and intricacy of the steps required performing it.

Financial consulting is a service with low complexity and high divergence.

In the new service development process cycle, development follows design.

________ is not one of the categories of intellectual property.

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