Question 1

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following is one of the three contrasting approaches to delivering on-site service?

Accepted Answer

A) Quality approach 
B) Stock market approach 
C) Production-line approach 
D) Retail approach 
E) Professional approach 
A) Quality approach 
B) Stock market approach 
C) Production-line approach 
D) Retail approach 
E) Professional approach C

Question 3

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Accepted Answer

A) True 
 B)False  False

Question 4

When recovering from a defective service encounter, a botched task calls for an apology.

Accepted Answer

A) True 
 B)False

Question 5

A supporting facility is the same thing as a facilitating good.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A) Services cannot be inventoried. 
B) Services are all similar. 
C) Quality work means quality service. 
D) Services businesses are inherently entrepreneurial. 
E) Even service businesses have internal services. 
A) Services cannot be inventoried. 
B) Services are all similar. 
C) Quality work means quality service. 
D) Services businesses are inherently entrepreneurial. 
E) Even service businesses have internal services.

Question 7

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 8

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Accepted Answer

A) The process and product must be developed at the same time. 
B) Many service organizations can change their service offerings virtually overnight. 
C) Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. 
D) The service package, rather than a definable good, is the output of the development process. 
E) Service operations can be protected by patents; manufacturing operations cannot. 
A) The process and product must be developed at the same time. 
B) Many service organizations can change their service offerings virtually overnight. 
C) Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. 
D) The service package, rather than a definable good, is the output of the development process. 
E) Service operations can be protected by patents; manufacturing operations cannot.

Question 9

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

Accepted Answer

A) High sales opportunity 
B) High degree of customer/server contact 
C) High production efficiency 
D) Low sales opportunity 
E) None of these 
A) High sales opportunity 
B) High degree of customer/server contact 
C) High production efficiency 
D) Low sales opportunity 
E) None of these

Question 10

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 11

Implicit services are not part of the service package.

Accepted Answer

A) True 
 B)False

Question 12

In services, the product is developed first and then the process to produce the service is developed.

Accepted Answer

A) True 
 B)False

Question 13

When recovering from a defective service encounter, a botched task calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 14

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False

Question 15

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

Accepted Answer

A) True 
 B)False

Question 16

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 17

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

Accepted Answer

A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of these 
A) Low sales opportunity 
B) Low production efficiency 
C) High production efficiency 
D) Low degree of customer/server contact 
E) None of these

Question 18

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 19

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

Accepted Answer

A) sales opportunity decreases while degree of customer/server contact increases. 
B) sales opportunity decreases while degree of customer/server contact decreases. 
C) sales opportunity increases while degree of customer/server contact decreases. 
D) sales opportunity increases while degree of customer/server contact increases. 
E) None of the above 
A) sales opportunity decreases while degree of customer/server contact increases. 
B) sales opportunity decreases while degree of customer/server contact decreases. 
C) sales opportunity increases while degree of customer/server contact decreases. 
D) sales opportunity increases while degree of customer/server contact increases. 
E) None of the above

Question 20

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

A) High sales opportunity 
B) High degree of customer/server contact 
C) Low production efficiency 
D) High production efficiency 
E) None of these 
A) High sales opportunity 
B) High degree of customer/server contact 
C) Low production efficiency 
D) High production efficiency 
E) None of these

Exam 9: Service Processes

The "service blueprint" is a classification of services.

Which of the following is one of the three contrasting approaches to delivering on-site service?

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

When recovering from a defective service encounter, a botched task calls for an apology.

A supporting facility is the same thing as a facilitating good.

Which of the following is a characteristic that can be used to guide the design of service systems?

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Implicit services are not part of the service package.

In services, the product is developed first and then the process to produce the service is developed.

When recovering from a defective service encounter, a botched task calls for material compensation.

Service strategy begins by integrating operations and strategy.

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

The service-system design matrix identifies five alternative forms of service encounters.

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Introduction

Strategy

Project Management

Design of Products and Services

Strategic Capacity Management

Learning Curves

Manufacturing Processes

Facility Layout

Waiting Line Analysis and Simulation

Process Design and Analysis

Six Sigma Quality

Statistical Quality Control

Lean Supply Chains

Logistics Distribution, and Transportation

Global Sourcing and Procurement

Enterprise Resource Planning Systems

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Theory of Constraints

Health Care

Operations Consulting

Filters