Question 1

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

Accepted Answer

Schedule downtime during periods of low

Question 2

Which of the following may result in allocation to separate queuing areas?

Accepted Answer

A) Time already spent waiting 
B) Excess capacity 
C) Urgency of the job 
D) Excess demand 
E) Multiple locations 
A) Time already spent waiting 
B) Excess capacity 
C) Urgency of the job 
D) Excess demand 
E) Multiple locations

Question 3

Theme parks cleverly design their waiting areas to do which of the following?

Accepted Answer

A) Make the wait look as long as it is so they aren't disappointed 
B) Find ways to give the customers the impression of constant progress 
C) Keep the waiting area distraction free so people keep moving in line 
D) Post clocks everywhere so people know how long they have been in line 
E) Offer customers additional services while they wait 
A) Make the wait look as long as it is so they aren't disappointed 
B) Find ways to give the customers the impression of constant progress 
C) Keep the waiting area distraction free so people keep moving in line 
D) Post clocks everywhere so people know how long they have been in line 
E) Offer customers additional services while they wait

Question 4

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

Accepted Answer

Traditionally ski resorts only operated

Question 5

Queues represent a symptom of unresolved capacity management problems.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is NOT a way of understanding the nature of demand curves?

Accepted Answer

A) Research. 
B) Analyzing parallel situations in other locations. 
C) Trial and error. 
D) Analyzing parallel situations in comparable services. 
E) Analyzing competing demand positions. 
A) Research. 
B) Analyzing parallel situations in other locations. 
C) Trial and error. 
D) Analyzing parallel situations in comparable services. 
E) Analyzing competing demand positions.

Question 7

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 8

One way to stretch capacity is to utilize the facility for longer periods.

Accepted Answer

A) True 
 B)False

Question 9

A cleaning and repair firm that wants to generate business during low demand periods would do best to offer which of the following?

Accepted Answer

A) Offer free pickup and delivery of portable items that need servicing. 
B) Vary the time when service is available. 
C) Add more service options. 
D) Increase prices to get the most out of current customers. 
E) Educate customers on when they should have things cleaned or repaired. 
A) Offer free pickup and delivery of portable items that need servicing. 
B) Vary the time when service is available. 
C) Add more service options. 
D) Increase prices to get the most out of current customers. 
E) Educate customers on when they should have things cleaned or repaired.

Question 10

What are the two basic approaches to fluctuating demand?

Accepted Answer

Adjust the level of capacity t

Question 11

Possible strategic applications of excess capacity include all of the following EXCEPT ____________.

Accepted Answer

A) reducing variation in current capacity 
B) free trials for prospective customers 
C) free trials for intermediaries who sell to end customers 
D) employee rewards 
E) bartering with the firm's own suppliers 
A) reducing variation in current capacity 
B) free trials for prospective customers 
C) free trials for intermediaries who sell to end customers 
D) employee rewards 
E) bartering with the firm's own suppliers

Question 12

Parallel lines to multiple servers is commonly known as a "Snake"

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

Use price and nonmonetary cost

Question 14

Which of the following hotel customers has the most inelastic demand slope?

Accepted Answer

A) Business travelers in high season. 
B) Business travelers in low season. 
C) Tourists in high season. 
D) Tourists in low season. 
E) All groups have equivalent demand curves. 
A) Business travelers in high season. 
B) Business travelers in low season. 
C) Tourists in high season. 
D) Tourists in low season. 
E) All groups have equivalent demand curves.

Question 15

Random fluctuations in business are usually caused by factors well within management's control.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

Waiting lines create dissatisfied custom

Question 17

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

Accepted Answer

A) True 
 B)False

Question 18

Describe how Disney decided to deal with long lines.

Accepted Answer

The theme park implemented virtual waiti

Question 19

Which of the following is NOT one of the productive capacity forms in a service context?

Accepted Answer

A) Physical facilities designed to contain customers 
B) Physical equipment used to process people, possessions, or information 
C) Customers 
D) Labor 
E) Infrastructure 
A) Physical facilities designed to contain customers 
B) Physical equipment used to process people, possessions, or information 
C) Customers 
D) Labor 
E) Infrastructure

Question 20

A good example of inventorying demand is a haircut that can be set up and prepared for one day and executed the next.

Accepted Answer

A) True 
 B)False

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

Which of the following may result in allocation to separate queuing areas?

Theme parks cleverly design their waiting areas to do which of the following?

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

Queues represent a symptom of unresolved capacity management problems.

Which of the following is NOT a way of understanding the nature of demand curves?

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.

One way to stretch capacity is to utilize the facility for longer periods.

A cleaning and repair firm that wants to generate business during low demand periods would do best to offer which of the following?

What are the two basic approaches to fluctuating demand?

Possible strategic applications of excess capacity include all of the following EXCEPT ____________.

Parallel lines to multiple servers is commonly known as a "Snake"

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

Which of the following hotel customers has the most inelastic demand slope?

Random fluctuations in business are usually caused by factors well within management's control.

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

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

Describe how Disney decided to deal with long lines.

Which of the following is NOT one of the productive capacity forms in a service context?

A good example of inventorying demand is a haircut that can be set up and prepared for one day and executed the next.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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

Striving for Service Leadership

Filters

Exam 9: Balancing Demand and Productive Capacity

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

Which of the following may result in allocation to separate queuing areas?

Theme parks cleverly design their waiting areas to do which of the following?

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

Queues represent a symptom of unresolved capacity management problems.

Which of the following is NOT a way of understanding the nature of demand curves?

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.

One way to stretch capacity is to utilize the facility for longer periods.

A cleaning and repair firm that wants to generate business during low demand periods would do best to offer which of the following?

What are the two basic approaches to fluctuating demand?

Possible strategic applications of excess capacity include all of the following EXCEPT ____________.

Parallel lines to multiple servers is commonly known as a "Snake"

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

Which of the following hotel customers has the most inelastic demand slope?

Random fluctuations in business are usually caused by factors well within management's control.

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

The goal of a restaurant in varying its service level and menus is only to appeal to different needs within the same group of customers.

Describe how Disney decided to deal with long lines.

Which of the following is NOT one of the productive capacity forms in a service context?

A good example of inventorying demand is a haircut that can be set up and prepared for one day and executed the next.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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

Striving for Service Leadership

Filters