Question 1

To chase demand successfully,a service organization must first acquire an accurate understanding of the demand cycle for its service offering.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is NOT a service capacity characteristic?

Accepted Answer

A) The physical facilities where the service is performed or rendered 
B) The skill level of the service personnel who perform or render the service offering 
C) The equipment used in producing or rendering the service 
D) All of these items are characteristics of service capacity. 
E) None of these items are characteristics of service capacity. 
A) The physical facilities where the service is performed or rendered 
B) The skill level of the service personnel who perform or render the service offering 
C) The equipment used in producing or rendering the service 
D) All of these items are characteristics of service capacity. 
E) None of these items are characteristics of service capacity.

Question 3

Should service providers seek to achieve maximum capacity utilization or optimum capacity utilization? Explain your answer.

Accepted Answer

Service providers should seek to achieve

Question 4

You recently opened a restaurant,and after a few weeks you noticed that during each day you experience slow times as well as extremely hectic times.Should this pattern of customer demand be of concern to you? Why or why not?

Accepted Answer

Yes, the pattern of customer demand shou

Question 5

COMPLETION QUESTIONS
Random
Predictive
Service Capacity
Chasing
Maximum
Optimum
Smoothing Demand
Demarketing
Reservation System
Formal Queuing System
-Once ___________ fluctuations in demand are uncovered and understood,appropriate demand balancing service strategies can be developed.

Accepted Answer

The answer of COMPLETION QUESTIONS
Random
Predictive
Service Capacity
Chasing
Maximum
Optimum
Smoothing Demand
Demarketing
Reservation System
Formal Queuing System
-Once...

Question 6

COMPLETION QUESTIONS
Random
Predictive
Service Capacity
Chasing
Maximum
Optimum
Smoothing Demand
Demarketing
Reservation System
Formal Queuing System
-____________ refers to the service organization's physical facilities,personnel,and equipment.

Accepted Answer

The answer of COMPLETION QUESTIONS
Random
Predictive
Service Capacity
Chasing
Maximum
Optimum
Smoothing Demand
Demarketing
Reservation System
Formal Queuing System
-____________...

Question 7

Which,if any,of the following are NOT approaches for balancing service capacity with customer demand?

Accepted Answer

A) Smoothing demand 
B) Chasing demand 
C) Doing nothing 
D) All of these can be used to balance service capacity and customer demand. 
E) None of these can be used to balance service capacity and customer demand. 
A) Smoothing demand 
B) Chasing demand 
C) Doing nothing 
D) All of these can be used to balance service capacity and customer demand. 
E) None of these can be used to balance service capacity and customer demand.

Question 8

What can service organizations do to balance service capacity and demand?

Accepted Answer

Service organizations often face the cha

Question 9

Excess demand for a service offering may result from insufficient service capacity available to the service provider.

Accepted Answer

A) True 
 B)False

Question 10

Service organizations should use a smoothing demand approach to encourage patronage when the firm's capacity is oversubscribed.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not considered a principle of waiting?

Accepted Answer

A) Empty minutes are long minutes. 
B) Unknown minutes are shorter. 
C) Waits for valued outcomes seem shorter. 
D) Overpromising shortens reasonable waits. 
E) In-process minutes are shorter. 
A) Empty minutes are long minutes. 
B) Unknown minutes are shorter. 
C) Waits for valued outcomes seem shorter. 
D) Overpromising shortens reasonable waits. 
E) In-process minutes are shorter.

Question 12

A service organization may chase demand with capacity by stretching or shrinking its productive capacity to meet fluctuating demand.

Accepted Answer

A) True 
 B)False

Question 13

Almost all services have distinct patterns of behavior that can be traced to specific causes.

Accepted Answer

A) True 
 B)False

Question 14

One way in which service organizations may balance service capacity and service demand is to simply do nothing.

Accepted Answer

A) True 
 B)False

Question 15

Stretching capacity involves a temporary adjustment that does not result in a permanent,long-term increase in capacity resources.

Accepted Answer

A) True 
 B)False

To chase demand successfully,a service organization must first acquire an accurate understanding of the demand cycle for its service offering.

Which of the following is NOT a service capacity characteristic?

Should service providers seek to achieve maximum capacity utilization or optimum capacity utilization? Explain your answer.

You recently opened a restaurant,and after a few weeks you noticed that during each day you experience slow times as well as extremely hectic times.Should this pattern of customer demand be of concern to you? Why or why not?

COMPLETION QUESTIONS Random Predictive Service Capacity Chasing Maximum Optimum Smoothing Demand Demarketing Reservation System Formal Queuing System -Once ___________ fluctuations in demand are uncovered and understood,appropriate demand balancing service strategies can be developed.

COMPLETION QUESTIONS Random Predictive Service Capacity Chasing Maximum Optimum Smoothing Demand Demarketing Reservation System Formal Queuing System -____________ refers to the service organization's physical facilities,personnel,and equipment.

Which,if any,of the following are NOT approaches for balancing service capacity with customer demand?

What can service organizations do to balance service capacity and demand?

Excess demand for a service offering may result from insufficient service capacity available to the service provider.

Service organizations should use a smoothing demand approach to encourage patronage when the firm's capacity is oversubscribed.

Which of the following is not considered a principle of waiting?

A service organization may chase demand with capacity by stretching or shrinking its productive capacity to meet fluctuating demand.

Almost all services have distinct patterns of behavior that can be traced to specific causes.

One way in which service organizations may balance service capacity and service demand is to simply do nothing.

Stretching capacity involves a temporary adjustment that does not result in a permanent,long-term increase in capacity resources.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Thinking Globally: Its a Small World After All

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Exam 14: Coping With Fluctuating Demand for Services

To chase demand successfully,a service organization must first acquire an accurate understanding of the demand cycle for its service offering.

Which of the following is NOT a service capacity characteristic?

Should service providers seek to achieve maximum capacity utilization or optimum capacity utilization? Explain your answer.

You recently opened a restaurant,and after a few weeks you noticed that during each day you experience slow times as well as extremely hectic times.Should this pattern of customer demand be of concern to you? Why or why not?

COMPLETION QUESTIONS Random Predictive Service Capacity Chasing Maximum Optimum Smoothing Demand Demarketing Reservation System Formal Queuing System -Once ___________ fluctuations in demand are uncovered and understood,appropriate demand balancing service strategies can be developed.

COMPLETION QUESTIONS Random Predictive Service Capacity Chasing Maximum Optimum Smoothing Demand Demarketing Reservation System Formal Queuing System -____________ refers to the service organization's physical facilities,personnel,and equipment.

Which,if any,of the following are NOT approaches for balancing service capacity with customer demand?

What can service organizations do to balance service capacity and demand?

Excess demand for a service offering may result from insufficient service capacity available to the service provider.

Service organizations should use a smoothing demand approach to encourage patronage when the firm's capacity is oversubscribed.

Which of the following is not considered a principle of waiting?

A service organization may chase demand with capacity by stretching or shrinking its productive capacity to meet fluctuating demand.

Almost all services have distinct patterns of behavior that can be traced to specific causes.

One way in which service organizations may balance service capacity and service demand is to simply do nothing.

Stretching capacity involves a temporary adjustment that does not result in a permanent,long-term increase in capacity resources.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Thinking Globally: Its a Small World After All

Filters