Question 1

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 2

One way to stretch capacity is to ensure slack time is encountered.

Accepted Answer

A) True 
 B)False

Question 3

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 4

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

Accepted Answer

Excess demand,demand exceeds o

Question 5

Airlines place restrictive conditions on fares for tourists to prevent business travelers from traveling on economy class.

Accepted Answer

A) True 
 B)False

Question 6

We need to have queuing or reservations systems because demand cannot be inventoried.

Accepted Answer

A) True 
 B)False

Question 7

The demand on a city bus is likely to vary by all EXCEPT which of the following?

Accepted Answer

A) Time of day. 
B) Day of the week. 
C) Season of the year. 
D) Population density in the city. 
E) All of the above will likely cause demand to vary on a city bus. 
A) Time of day. 
B) Day of the week. 
C) Season of the year. 
D) Population density in the city. 
E) All of the above will likely cause demand to vary on a city bus.

Question 8

Demand patterns are usually random.

Accepted Answer

A) True 
 B)False

Question 9

What are the two basic approaches to fluctuating demand?

Accepted Answer

Adjust the level of

Question 10

Which of the following is NOT one of the alternative queuing configurations discussed?

Accepted Answer

A) Single line/single servers at sequential stages 
B) Multiple line to single servers ("snake") 
C) Parallel lines to multiple servers 
D) Designated lines to designated servers 
E) "Take a Number" (single or multiple servers) 
A) Single line/single servers at sequential stages 
B) Multiple line to single servers ("snake") 
C) Parallel lines to multiple servers 
D) Designated lines to designated servers 
E) "Take a Number" (single or multiple servers)

Question 11

The term "productive capacity" refers to the resources or assets that a firm can employ to create goods and services.

Accepted Answer

A) True 
 B)False

Question 12

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 13

Describe how Disney decided to deal with long lines.

Accepted Answer

Disney implemented virtual waiting lines

Question 14

Which company is taking advantage of reservations system to do business?

Accepted Answer

PrimeTimeTables is an exclusive online c

Question 15

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

Accepted Answer

Schedule downtime during periods of low

Question 16

How did BMW occupy customers while they were waiting for their cars to be serviced?

Accepted Answer

BMW owners could wait in comfo

Question 17

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

Accepted Answer

Waiting lines create dissatisfied custom

Question 18

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Accepted Answer

A) True 
 B)False

Question 19

Describe how optimum and maximum capacities may differ in the restaurant industry.

Accepted Answer

A full restaurant may deterior

Question 20

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

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

One way to stretch capacity is to ensure slack time is encountered.

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

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

Airlines place restrictive conditions on fares for tourists to prevent business travelers from traveling on economy class.

We need to have queuing or reservations systems because demand cannot be inventoried.

The demand on a city bus is likely to vary by all EXCEPT which of the following?

Demand patterns are usually random.

What are the two basic approaches to fluctuating demand?

Which of the following is NOT one of the alternative queuing configurations discussed?

The term "productive capacity" refers to the resources or assets that a firm can employ to create goods and services.

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

Describe how Disney decided to deal with long lines.

Which company is taking advantage of reservations system to do business?

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

How did BMW occupy customers while they were waiting for their cars to be serviced?

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

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Describe how optimum and maximum capacities may differ in the restaurant industry.

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service 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

Organizing for Service Leadership

Filters

Exam 9: Balancing Demand Against Productive Capacity

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

One way to stretch capacity is to ensure slack time is encountered.

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

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

Airlines place restrictive conditions on fares for tourists to prevent business travelers from traveling on economy class.

We need to have queuing or reservations systems because demand cannot be inventoried.

The demand on a city bus is likely to vary by all EXCEPT which of the following?

Demand patterns are usually random.

What are the two basic approaches to fluctuating demand?

Which of the following is NOT one of the alternative queuing configurations discussed?

The term "productive capacity" refers to the resources or assets that a firm can employ to create goods and services.

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

Describe how Disney decided to deal with long lines.

Which company is taking advantage of reservations system to do business?

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

How did BMW occupy customers while they were waiting for their cars to be serviced?

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

When a firm wants to inventory demand via a reservation system and has insufficient capacity it should lower prices selectively.

Describe how optimum and maximum capacities may differ in the restaurant industry.

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service 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

Organizing for Service Leadership

Filters