Question 1

Mont Tremblant uses all the following ways to attract guests during summer EXCEPT _____________.

Accepted Answer

A)  water sports on the lake 
B)  face painting 
C)  balloon sculpting 
D)  wind surfing 
E)  roller-blading 
A)  water sports on the lake 
B)  face painting 
C)  balloon sculpting 
D)  wind surfing 
E)  roller-blading D

Question 2

What are the four supply and demand conditions that a fixed-capacity service may face?

Accepted Answer

Excess demand, demand exceeds optimum capacity, demand and supply are well balanced, and excess capacity.

Question 3

List the six actions managers can take to adjust capacity as needed.

Accepted Answer

Schedule downtime during periods of low demand.
Use part-time employees.
Rent or share extra facilities and equipment.
Ask customers to share.
Invite customers to perform self-service.
Cross train employees.

Question 4

Which of the following is NOT one of the ways to change the overall level of capacity to match demand variations?

Accepted Answer

A)  Use part-time employees. 
B)  Ask customers to share. 
C)  Invite customers to perform self-service. 
D)  Cross-train employees. 
E)  Share facilities with the supplier. 
A)  Use part-time employees. 
B)  Ask customers to share. 
C)  Invite customers to perform self-service. 
D)  Cross-train employees. 
E)  Share facilities with the supplier.

Question 5

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

Accepted Answer

A)  Do demand levels follow a predictable cycle? 
B)  What are the underlying causes of these cyclical variations? 
C)  How much demand are competitors receiving? 
D)  Do demand levels seem to change randomly? 
E)  Can demand for a particular service over time be disaggregated by market segment? 
A)  Do demand levels follow a predictable cycle? 
B)  What are the underlying causes of these cyclical variations? 
C)  How much demand are competitors receiving? 
D)  Do demand levels seem to change randomly? 
E)  Can demand for a particular service over time be disaggregated by market segment?

Question 6

A subway can increase the capacity on a route after all seats have been occupied.

Accepted Answer

A) True 
 B)False

Question 7

Good records of a firm's transactions can help one to understand demand patterns.

Accepted Answer

A) True 
 B)False

Question 8

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Accepted Answer

A) True 
 B)False

Question 9

Give a situation where optimal and maximum capacities are the same.

Accepted Answer

Live theat

Question 10

Which of the following is NOT one of the five basic approaches to managing demand?

Accepted Answer

A)  Taking no action and leaving demand to find its own levels. 
B)  Reduce demand in peak periods. 
C)  Increase demand when there is excess capacity. 
D)  Inventory capacity until demand increases. 
E)  Inventory demand by creating a formalized queuing system. 
A)  Taking no action and leaving demand to find its own levels. 
B)  Reduce demand in peak periods. 
C)  Increase demand when there is excess capacity. 
D)  Inventory capacity until demand increases. 
E)  Inventory demand by creating a formalized queuing system.

Question 11

List the four key marketing strategies that can be employed to reshape demand.

Accepted Answer

Use price and other costs to m

Question 12

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Accepted Answer

A) True 
 B)False

Question 13

Describe four of the ten propositions on the psychology of waiting lines.

Accepted Answer

Waiting lines create dissatisfied custom

Question 14

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

Accepted Answer

Traditionally ski resorts only operated

Question 15

One way for car washes to decrease the number of visitors to the existing site is to

Accepted Answer

A)  Offer free pickup and delivery of cars to be washed. 
B)  Offer mobile car wash services. 
C)  Add more service options. 
D)  Increase prices to get the most out of current customers. 
E)  Educate customers on when they should have their cars washed. 
A)  Offer free pickup and delivery of cars to be washed. 
B)  Offer mobile car wash services. 
C)  Add more service options. 
D)  Increase prices to get the most out of current customers. 
E)  Educate customers on when they should have their cars washed.

Question 16

All of the following are ways to make waits more bearable EXCEPT ____________.

Accepted Answer

A)  encourage group waits 
B)  keep customers occupied while waiting 
C)  make customers feel comfortable during waits 
D)  let customers know how long they are expected to wait 
E)  provide the customers with no explanation for the wait 
A)  encourage group waits 
B)  keep customers occupied while waiting 
C)  make customers feel comfortable during waits 
D)  let customers know how long they are expected to wait 
E)  provide the customers with no explanation for the wait

Question 17

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

Accepted Answer

A)  modify mode of delivery 
B)  use price and other cost to manage demand 
C)  change product elements 
D)  modify time and place of delivery 
E)  use promotion and education 
A)  modify mode of delivery 
B)  use price and other cost to manage demand 
C)  change product elements 
D)  modify time and place of delivery 
E)  use promotion and education

Question 18

New York City's 911 service uses education to ______________.

Accepted Answer

A)  attract new callers 
B)  show callers when peak periods are 
C)  discourage undesirable demand 
D)  channel calls to medical services 
E)  encourage callers to use their services 
A)  attract new callers 
B)  show callers when peak periods are 
C)  discourage undesirable demand 
D)  channel calls to medical services 
E)  encourage callers to use their services

Question 19

Which of the following is NOT one of the benefits of having a reservations system?

Accepted Answer

A)  Helps service personnel to serve more effectively. 
B)  Helps in pre-selling the service. 
C)  Helps customers to avoid queuing. 
D)  Helps firms to keep some time aside for emergency jobs. 
E)  Allows demand to be controlled. 
A)  Helps service personnel to serve more effectively. 
B)  Helps in pre-selling the service. 
C)  Helps customers to avoid queuing. 
D)  Helps firms to keep some time aside for emergency jobs. 
E)  Allows demand to be controlled.

Question 20

Describe how Disney decided to deal with long lines.

Accepted Answer

Disney implemented virtual waiting lines

Mont Tremblant uses all the following ways to attract guests during summer EXCEPT _____________.

What are the four supply and demand conditions that a fixed-capacity service may face?

List the six actions managers can take to adjust capacity as needed.

Which of the following is NOT one of the ways to change the overall level of capacity to match demand variations?

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

A subway can increase the capacity on a route after all seats have been occupied.

Good records of a firm's transactions can help one to understand demand patterns.

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Give a situation where optimal and maximum capacities are the same.

Which of the following is NOT one of the five basic approaches to managing demand?

List the four key marketing strategies that can be employed to reshape demand.

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Describe four of the ten propositions on the psychology of waiting lines.

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

One way for car washes to decrease the number of visitors to the existing site is to

All of the following are ways to make waits more bearable EXCEPT ____________.

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

New York City's 911 service uses education to ______________.

Which of the following is NOT one of the benefits of having a reservations system?

Describe how Disney decided to deal with long lines.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters

Exam 9: Balancing Demand Against Productive Capacity

Mont Tremblant uses all the following ways to attract guests during summer EXCEPT _____________.

What are the four supply and demand conditions that a fixed-capacity service may face?

List the six actions managers can take to adjust capacity as needed.

Which of the following is NOT one of the ways to change the overall level of capacity to match demand variations?

All of the following are questions to ask about demand patterns and their underlying causes EXCEPT ____________.

A subway can increase the capacity on a route after all seats have been occupied.

Good records of a firm's transactions can help one to understand demand patterns.

Medical clinics, hotels, and passenger aircrafts are all examples of physical facilities designed to contain goods and services.

Give a situation where optimal and maximum capacities are the same.

Which of the following is NOT one of the five basic approaches to managing demand?

List the four key marketing strategies that can be employed to reshape demand.

Yield analysis forces managers to recognize the opportunity cost of selling capacity for a given date to a customer from one market segment when another might subsequently yield a higher rate.

Describe four of the ten propositions on the psychology of waiting lines.

Describe how ski resorts manage traditionally seasonal supply and demand fluctuations.

One way for car washes to decrease the number of visitors to the existing site is to

All of the following are ways to make waits more bearable EXCEPT ____________.

Marketing strategies can be used to shape demand in all ways EXCEPT ____________.

New York City's 911 service uses education to ______________.

Which of the following is NOT one of the benefits of having a reservations system?

Describe how Disney decided to deal with long lines.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Organizing for Change Management and Service Leadership

Filters