Question 1

Implicit service is also known as tangible service.

Accepted Answer

A) True 
 B)False  False

Question 2

Which of the following is NOT a significant difference between manufacturing and service operations?

Accepted Answer

A) Transportation 
B) Customer contact 
C) Resale 
D) Cost per unit 
A) Transportation 
B) Customer contact 
C) Resale 
D) Cost per unit D

Question 3

A small improvement in customer loyalty can substantially improve the profitability of a service firm.

Accepted Answer

A) True 
 B)False  True

Question 4

Describe differences in sales opportunities and production efficiency for varying levels of customer contact.

Accepted Answer

As customer contact increases,from mail

Question 5

Which of the following is NOT a general characteristic of a service?

Accepted Answer

A) Production and consumption are simultaneous 
B) The service can be transported 
C) No resale is possible 
D) The service cannot be stored 
A) Production and consumption are simultaneous 
B) The service can be transported 
C) No resale is possible 
D) The service cannot be stored

Question 6

According to the service profit chain,employees are more likely to be satisfied when management works to improve internal service quality.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following are characteristics of a low-contact service delivery system?

Accepted Answer

A) Lower costs and more standardization 
B) Greater flexibility,need for people who are highly skilled in interpersonal relations,and a customer orientation 
C) Need for people with a high level of technical skills oriented toward efficient processing,well-defined procedures,and smooth flow 
D) Both a and c 
E) All of the above 
A) Lower costs and more standardization 
B) Greater flexibility,need for people who are highly skilled in interpersonal relations,and a customer orientation 
C) Need for people with a high level of technical skills oriented toward efficient processing,well-defined procedures,and smooth flow 
D) Both a and c 
E) All of the above

Question 8

Estate planning would be an example of a:

Accepted Answer

A) Co-routed service 
B) Customer-routed service 
C) Provider-routed service 
D) None of the above 
A) Co-routed service 
B) Customer-routed service 
C) Provider-routed service 
D) None of the above

Question 9

Service guarantees are only for consumers outside the firm,and do not apply to internal customer relationships within a firm.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is NOT an example of a high contact service?

Accepted Answer

A) Retail trade 
B) Personal services 
C) Business services 
D) Auto repair 
A) Retail trade 
B) Personal services 
C) Business services 
D) Auto repair

Question 11

Identify some of the prominent differences between service operations and manufacturing operations.Describe the challenges that are unique to service operations and describe some methods to overcome them.

Accepted Answer

provides some of the differences between

Question 12

The service-profit chain shows that _____ is the key to profitability.

Accepted Answer

A) customer loyalty 
B) customer satisfaction 
C) customer contact 
D) employee productivity 
A) customer loyalty 
B) customer satisfaction 
C) customer contact 
D) employee productivity

Question 13

A good service guarantee:

Accepted Answer

A) Is often an advertising gimmick 
B) Is an honest assurance that the customer will be satisfied 
C) Has many stipulations and conditions 
D) Costs a lot 
A) Is often an advertising gimmick 
B) Is an honest assurance that the customer will be satisfied 
C) Has many stipulations and conditions 
D) Costs a lot

Question 14

A service guarantee:

Accepted Answer

A) Is like a product guarantee except that it is for a service 
B) Specifies exactly what the service delivery system must provide 
C) Builds loyalty 
D) All of the above 
A) Is like a product guarantee except that it is for a service 
B) Specifies exactly what the service delivery system must provide 
C) Builds loyalty 
D) All of the above

Question 15

____ contact services require employees with technical skills and efficient processing routines.

Accepted Answer

A) High 
B) Low 
C) Moderate 
D) More than one of the above 
A) High 
B) Low 
C) Moderate 
D) More than one of the above

Question 16

Co-routed services offer a larger amount of choices to customers than do customer-routed services.

Accepted Answer

A) True 
 B)False

Question 17

The degree of customer contact measures:

Accepted Answer

A) The amount of time the customer is separated from the service delivery system 
B) The amount of time the customer is in the service delivery system while the service is being produced 
C) The customization abilities of the service system 
D) None of the above 
A) The amount of time the customer is separated from the service delivery system 
B) The amount of time the customer is in the service delivery system while the service is being produced 
C) The customization abilities of the service system 
D) None of the above

Question 18

McDonald's uses what Levitt refers to as "the job shop type approach to service."

Accepted Answer

A) True 
 B)False

Question 19

What are the five types of customer-induced variability that impact service operations,according to Frei?

Accepted Answer

(1)Arrival variability (2)Requ

Question 20

High-contact services are more likely to be front office operations and low-contact services are more likely to be back office operations.

Accepted Answer

A) True 
 B)False

Implicit service is also known as tangible service.

Which of the following is NOT a significant difference between manufacturing and service operations?

A small improvement in customer loyalty can substantially improve the profitability of a service firm.

Describe differences in sales opportunities and production efficiency for varying levels of customer contact.

Which of the following is NOT a general characteristic of a service?

According to the service profit chain,employees are more likely to be satisfied when management works to improve internal service quality.

Which of the following are characteristics of a low-contact service delivery system?

Estate planning would be an example of a:

Service guarantees are only for consumers outside the firm,and do not apply to internal customer relationships within a firm.

Which of the following is NOT an example of a high contact service?

Identify some of the prominent differences between service operations and manufacturing operations.Describe the challenges that are unique to service operations and describe some methods to overcome them.

The service-profit chain shows that _____ is the key to profitability.

A good service guarantee:

A service guarantee:

____ contact services require employees with technical skills and efficient processing routines.

Co-routed services offer a larger amount of choices to customers than do customer-routed services.

The degree of customer contact measures:

McDonald's uses what Levitt refers to as "the job shop type approach to service."

What are the five types of customer-induced variability that impact service operations,according to Frei?

High-contact services are more likely to be front office operations and low-contact services are more likely to be back office operations.

The Operations Function

Operations and Supply Chain Strategy

Product Design

Process Selection

Process-Flow Analysis

Lean Thinking and Lean Systems

Managing Quality

Quality Control and Improvement

Supply Chain Management

Forecasting

Capacity Planning

Scheduling Operations

Project Planning and Scheduling

Independent Demand Inventory

Materials Requirements Planning and ERP

Filters

Exam 5: Service Delivery System Design

Implicit service is also known as tangible service.

Which of the following is NOT a significant difference between manufacturing and service operations?

A small improvement in customer loyalty can substantially improve the profitability of a service firm.

Describe differences in sales opportunities and production efficiency for varying levels of customer contact.

Which of the following is NOT a general characteristic of a service?

According to the service profit chain,employees are more likely to be satisfied when management works to improve internal service quality.

Which of the following are characteristics of a low-contact service delivery system?

Estate planning would be an example of a:

Service guarantees are only for consumers outside the firm,and do not apply to internal customer relationships within a firm.

Which of the following is NOT an example of a high contact service?

Identify some of the prominent differences between service operations and manufacturing operations.Describe the challenges that are unique to service operations and describe some methods to overcome them.

The service-profit chain shows that _____ is the key to profitability.

A good service guarantee:

A service guarantee:

____ contact services require employees with technical skills and efficient processing routines.

Co-routed services offer a larger amount of choices to customers than do customer-routed services.

The degree of customer contact measures:

McDonald's uses what Levitt refers to as "the job shop type approach to service."

What are the five types of customer-induced variability that impact service operations,according to Frei?

High-contact services are more likely to be front office operations and low-contact services are more likely to be back office operations.

The Operations Function

Operations and Supply Chain Strategy

Product Design

Process Selection

Process-Flow Analysis

Lean Thinking and Lean Systems

Managing Quality

Quality Control and Improvement

Supply Chain Management

Forecasting

Capacity Planning

Scheduling Operations

Project Planning and Scheduling

Independent Demand Inventory

Materials Requirements Planning and ERP

Filters