Question 1

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate busy days and times to customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate busy days and times to customers D

Question 2

What are the critical fixed-capacity factors that affect how well a service business can handle demand fluctuations?

Accepted Answer

Time,labor,equipment,facilities and/or a combination of any of these.

Question 3

In order to increase usage of the family-oriented ski resort,its owner sent letters to several college fraternities inviting them to spend their winter vacation at the resort.By inviting college students,the resort more than likely widened provider:

Accepted Answer

A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4 
E)  Gap 5 
A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4 
E)  Gap 5 C

Question 4

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

Accepted Answer

A)  Their willingness to perform the service role 
B)  The importance of the customer 
C)  The duration of their stay in the amusement park 
D)  Their need to have fun 
E)  The payment of a premium price 
A)  Their willingness to perform the service role 
B)  The importance of the customer 
C)  The duration of their stay in the amusement park 
D)  Their need to have fun 
E)  The payment of a premium price

Question 5

A service firm's yield can be raised by increasing capacity used or by decreasing price.

Accepted Answer

A) True 
 B)False

Question 6

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

Accepted Answer

A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic 
A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic

Question 7

Which of the following is NOT considered a capacity constraint for a service provider?

Accepted Answer

A)  Equipment 
B)  Labor 
C)  Money 
D)  Facilities 
E)  Time 
A)  Equipment 
B)  Labor 
C)  Money 
D)  Facilities 
E)  Time

Question 8

Peak demand for rooms at the Ritz-Carlton Hotel,an upscale hotel in Phoenix,Arizona,occurs during the tourist season from November through mid-April.During the summer slow season when demand for rooms drops considerably,the Ritz-Carlton encourages local Phoenix and Tucson residents to experience the beauty of the hotel on weekends by offering attractively priced weekend packages.The Ritz-Carlton uses which of the following strategies for shifting demand to match capacity?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 9

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Accepted Answer

A) True 
 B)False

Question 10

Peak demand regularly exceeds capacity in all of the following service businesses EXCEPT:

Accepted Answer

A)  Hotels 
B)  Public transportation systems 
C)  Restaurants 
D)  Insurance companies 
E)  Tax accountants 
A)  Hotels 
B)  Public transportation systems 
C)  Restaurants 
D)  Insurance companies 
E)  Tax accountants

Question 11

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

Accepted Answer

A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic to reduce wait 
A)  Establishing a reservation process 
B)  Making waiting fun or at least tolerable 
C)  Expanding waiting room capacity 
D)  Differentiating waiting customers 
E)  Employing operational logic to reduce wait

Question 12

When a service firm's resources are fully employed,but not overused; and customers are receiving quality service in a timely manner,the firm is operating _____ capacity.

Accepted Answer

A)  Above maximum 
B)  At maximum 
C)  Above optimum 
D)  At optimum 
E)  Below optimum 
A)  Above maximum 
B)  At maximum 
C)  Above optimum 
D)  At optimum 
E)  Below optimum

Question 13

Emergency room employees select and see patients in an order based on the patients' need for treatment.Victims who have life-threatening injuries are seen ahead of those with minor complaints like an ingrown toenail or a case of poison ivy.Emergency rooms differentiate their waiting customers on the basis of:

Accepted Answer

A)  Willingness to perform service role 
B)  Importance of the customer 
C)  Duration of the service transaction 
D)  Urgency of the job 
E)  Payment of a premium price 
A)  Willingness to perform service role 
B)  Importance of the customer 
C)  Duration of the service transaction 
D)  Urgency of the job 
E)  Payment of a premium price

Question 14

Last spring the advisement center at Santa Rosa Community College was unable to help all the students who wanted advice on the school's new core curriculum.During the summer the advisement center has hired you to analyze its operational procedures for any inefficiencies.As it exists now,students enter a room,take a chair or more likely a position standing up and get to talk to their assigned advisor whenever that advisor becomes free.Since all the advisors have access to the same information,you have suggested that the center set up queues.Briefly explain the different queue configurations and indicate which would be best in this situation.

Accepted Answer

The multiple-queue is one alternative.Wi

Question 15

When the advising center at Santa Rosa Community College stays open longer hours during the week prior to registration for classes,what strategy for matching capacity and demand is being used?

Accepted Answer

Adjusting capacity t

Question 16

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

Accepted Answer

A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers 
A)  Differentiate on price 
B)  Modify timing and location of service delivery 
C)  Vary the service offering 
D)  Stretch capacity 
E)  Communicate with customers

Question 17

In a supermarket,customers who have only a few items will wait longer than customers who have a full cart of groceries because supermarkets use a differentiating queue.

Accepted Answer

A) True 
 B)False

Question 18

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Accepted Answer

A) True 
 B)False

Question 19

Waiting time feels longer when customers:

Accepted Answer

A)  Are relaxed while waiting 
B)  Are reading or drinking a beverage while waiting 
C)  Are alone while waiting 
D)  Know how long they will have to wait 
E)  Understand why they are waiting 
A)  Are relaxed while waiting 
B)  Are reading or drinking a beverage while waiting 
C)  Are alone while waiting 
D)  Know how long they will have to wait 
E)  Understand why they are waiting

Question 20

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

Accepted Answer

A)  Fluctuates randomly 
B)  Follows no discernible pattern 
C)  Follows a predictable demand cycle 
D)  Follows a vertical demand configuration 
E)  Is dissatisfactory 
A)  Fluctuates randomly 
B)  Follows no discernible pattern 
C)  Follows a predictable demand cycle 
D)  Follows a vertical demand configuration 
E)  Is dissatisfactory

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

What are the critical fixed-capacity factors that affect how well a service business can handle demand fluctuations?

In order to increase usage of the family-oriented ski resort,its owner sent letters to several college fraternities inviting them to spend their winter vacation at the resort.By inviting college students,the resort more than likely widened provider:

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

A service firm's yield can be raised by increasing capacity used or by decreasing price.

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

Which of the following is NOT considered a capacity constraint for a service provider?

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Peak demand regularly exceeds capacity in all of the following service businesses EXCEPT:

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

When a service firm's resources are fully employed,but not overused; and customers are receiving quality service in a timely manner,the firm is operating _____ capacity.

When the advising center at Santa Rosa Community College stays open longer hours during the week prior to registration for classes,what strategy for matching capacity and demand is being used?

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

In a supermarket,customers who have only a few items will wait longer than customers who have a full cart of groceries because supermarkets use a differentiating queue.

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Waiting time feels longer when customers:

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 13: Managing Demand and Capacity

Which of the following is NOT an example of a strategy used to shift demand to match capacity?

What are the critical fixed-capacity factors that affect how well a service business can handle demand fluctuations?

In order to increase usage of the family-oriented ski resort,its owner sent letters to several college fraternities inviting them to spend their winter vacation at the resort.By inviting college students,the resort more than likely widened provider:

On certain days during the week,Disneyworld allows guests who stay at a Disney Resort hotel to enter the Magic Kingdom,Epcot Center or Disney-MGM Studios one hour before the parks are open to the public.Walt Disney World is minimizing waiting time by differentiating customers on the basis of:

A service firm's yield can be raised by increasing capacity used or by decreasing price.

Supermarkets with express checkout lanes for customers purchasing 10 items or less are using which of the following waiting line strategies?

Which of the following is NOT considered a capacity constraint for a service provider?

A contractor could use outsourcing as a way to adjust its capacity to meet demand.

Peak demand regularly exceeds capacity in all of the following service businesses EXCEPT:

The Long Island Railroad installed ticket vending machines in train stations to expedite the purchase of train tickets during periods of peak demand.The Long Island Railroad is using which of the following waiting line strategies?

When a service firm's resources are fully employed,but not overused; and customers are receiving quality service in a timely manner,the firm is operating _____ capacity.

When the advising center at Santa Rosa Community College stays open longer hours during the week prior to registration for classes,what strategy for matching capacity and demand is being used?

New York City rents a number of its public school facilities to local flea markets on weekends during the school year and summer months.New York City is using which of the following strategies for shifting demand to match capacity in its public schools?

In a supermarket,customers who have only a few items will wait longer than customers who have a full cart of groceries because supermarkets use a differentiating queue.

By renting its 21 executive suites for slumber parties on the weekend,the Hyatt Regency Reston in Reston,Virginia is shifting demand to match capacity by varying its service offering.

Waiting time feels longer when customers:

Mass transit train and bus service has peak periods of demand Monday through Friday during morning and evening rush hours.Demand for mass transit service:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters