Question 1

Which of the following is NOT included in internal service quality in the service profit chain?

Accepted Answer

A) Workplace design 
B) Job design 
C) Employee selection 
D) Product design 
A) Workplace design 
B) Job design 
C) Employee selection 
D) Product design

Question 2

Outsourcing is the export of service activities to other countries.

Accepted Answer

A) True 
 B)False

Question 3

What are the five key findings of the report by Duke University and Booz & Hamilton on global offshoring of services?

Accepted Answer

(1)Transaction-intensive offshored servi

Question 4

Design a service produce bundle for a new airline company operating between Minneapolis-St.Paul International Airport (MSP)and Los Angeles International Airport (LAX).The route between MSP and LAX is extremely competitive with several major airlines providing daily service.How can your design help the new airline company dominate the existing competition?

Accepted Answer

The service product bundle could consist

Question 5

An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is:

Accepted Answer

A) Retailing 
B) Hotels 
C) Law practice 
D) Schools 
A) Retailing 
B) Hotels 
C) Law practice 
D) Schools

Question 6

Which of the following is NOT a correct statement?

Accepted Answer

A) A service is produced and consumed simultaneously 
B) Services are provided in a bundle of services and goods 
C) The service delivery system should be designed primarily around the employees in the system 
D) Low-contact services can usually be made more efficient than high-contact services 
A) A service is produced and consumed simultaneously 
B) Services are provided in a bundle of services and goods 
C) The service delivery system should be designed primarily around the employees in the system 
D) Low-contact services can usually be made more efficient than high-contact services

Question 7

The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system.

Accepted Answer

A) True 
 B)False

Question 8

Describe the difference in service delivery system design for customer-routed services versus provider-routed services.

Accepted Answer

In customer-routed services,the service

Question 9

Which of the following is NOT an element of the service-product bundle?

Accepted Answer

A) Facilitating goods 
B) Explicit service 
C) Implicit service 
D) Value of goods/service 
A) Facilitating goods 
B) Explicit service 
C) Implicit service 
D) Value of goods/service

Question 10

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

Accepted Answer

A) Intangible output 
B) The buyer can perform part of the production 
C) Product cannot be stored 
D) Ownership is transferred at time of purchase 
A) Intangible output 
B) The buyer can perform part of the production 
C) Product cannot be stored 
D) Ownership is transferred at time of purchase

Question 11

The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume.

Accepted Answer

A) True 
 B)False

Question 12

A service recovery process:

Accepted Answer

A) Follows every service transaction 
B) Is an implicit service 
C) Is rapid compensation for a service failure 
D) None of the above 
A) Follows every service transaction 
B) Is an implicit service 
C) Is rapid compensation for a service failure 
D) None of the above

Which of the following is NOT included in internal service quality in the service profit chain?

Outsourcing is the export of service activities to other countries.

What are the five key findings of the report by Duke University and Booz & Hamilton on global offshoring of services?

An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is:

Which of the following is NOT a correct statement?

The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system.

Describe the difference in service delivery system design for customer-routed services versus provider-routed services.

Which of the following is NOT an element of the service-product bundle?

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

The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume.

A service recovery process:

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

Which of the following is NOT included in internal service quality in the service profit chain?

Outsourcing is the export of service activities to other countries.

What are the five key findings of the report by Duke University and Booz & Hamilton on global offshoring of services?

An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is:

Which of the following is NOT a correct statement?

The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system.

Describe the difference in service delivery system design for customer-routed services versus provider-routed services.

Which of the following is NOT an element of the service-product bundle?

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

The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume.

A service recovery process:

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