Deck 11: Conceiving Hospitality Processes

Question 1

While a conversion process defined by manufacture (or production) yields a tangible output called the product, a conversion process defined by service yields an intangible output.Which forms can this intangible output take?

A) Activity, Action, Performance, or Effort
B) Activity, Effort, Performance, or Recital
C) INCORRECT: Activity, Action, Recital, or Effort
D) Action, Recital, Performance, or Effort

Answer 1

A

Question 2

Which one of the options below IS NOT a characteristic of a good?

A) Cannot be stockpiled
B) Physical commodity
C) Transfer of ownership is possible
D) Homogenous

Answer 2

A

Question 3

Which one of the options below IS NOT a characteristic of a service?

A) Tangible
B) Process or activity
C) Heterogeneous
D) Simultaneous production, distribution, and consumption

Answer 3

A

Question 4

What is the conversion of input into output within an organisation based on?

A) Performance objectives
B) Organisational strategy
C) Resource consumption
D) Required standards

Question 5

Based on many studies, Mullins (2005, 1993) considers organisations to be __________________.

A) Open systems
B) Closed systems
C) Secure systems
D) Wide systems

Question 6

What is the title of the arrow that connects the outputs box to the inputs box in the input-transformation-output model?

A) Feedback
B) Response
C) Reaction
D) Process

Question 7

UnderstandingQUESTION: Different types of operations have been categorised by Slack, Brandon-Jones and Johnston (2013) into four principal dimensions, commonly called the Four Vs of operations. The dimensions seek to answer some basic question.Which V seeks the answer to "how many products or services are made by the operation?"?

A) Volume
B) Variety
C) Variation in demand
D) Visibility

Question 8

The variation in demand dimension can be easily measured using the peak to trough ratio.What is the peak to trough ratio of a restaurant that operates at full capacity during the busiest period compared to at merely around 25% during its lowest period?

A) 4:1
B) 1:4
C) 3
D) 0.33

Question 9

All the process dimensions have implications on the costs of creating products or services depending on whether the specific dimension is high or low.Which dimension, at its low end is well defined, routine, standardised, regular, and with low unit costs?

A) Variety
B) Volume
C) Visibility
D) Variation in demand

Question 10

All the process dimensions have implications on the costs of creating products or services depending on whether the specific dimension is high or low.Which dimension, at its high end leads to high repeatability, specialisation, systemisation, is capital intensive, and with low unit costs?

A) Volume
B) Variety
C) Variation in demand
D) Visibility

Question 11

All the process dimensions have implications on the costs of creating products or services depending on whether the specific dimension is high or low.Which dimension, at its high end leads to a short waiting tolerance, satisfaction that is governed by customer perception, need for customer contact skills, received variety is high, and high unit costs?

A) Visibility
B) Volume
C) Variation in demand
D) Variety

Question 12

Performance objectives are the goals an organisation must achieve, selected based on the strategy of the organisation, and influenced by those stakeholders who could have an interest in, or are affected by the operation.Which amongst the broad category of stakeholders will be more concerned about liquidity, contract terms, and equitable business opportunities?

A) Suppliers
B) Creditors
C) Employees
D) Investors

Question 13

Many authors have identified the five basic performance objectives applicable to all types of operations as dependability, flexibility, speed as well as____________.

A) cost and quality
B) cost and quantity
C) capacity and quality
D) capacity and quantity

Question 14

The sand cone model of operational excellence of Ferdows and de Meyer (1990) indicates the sequence in which four operational capabilities should be developed. The capabilities are dependability, quality, speed, and cost efficiency.Which operational capability is at the bottom of the model?

A) Quality
B) Dependability
C) Cost efficiency
D) Speed

Question 15

In the manufacturing product-process matrix, there are five process types. Four of the process types are project, job shop or jobbing, line flow or mass, and continuous.Which is the missing process type?

A) Batch
B) Made-to-order
C) Non-stop
D) Make-to-stock

Question 16

The service-process matrix has been designed for the services industry, and services have been classified into the four categories of professional service, service shop, mass service, and service factory.Based on the degree of labour intensity and customer involvement, which process type is found at the intersection of high customer involvement and high labour intensity?

A) Professional service
B) Service shop
C) Mass service
D) Service factory

Question 17

The service-process matrix has been designed for the services industry, and services have been classified into the four categories of professional service, service shop, mass service, and service factory.Based on the degree of capital intensity and customer involvement, which process type is found at the intersection of low customer involvement and low capital intensity?

A) Mass service
B) Professional service
C) Service shop
D) Service factory

Question 18

Lovelock and Wirtz (2011) underline the need of service marketers to maintain a holistic view of the entire performance they want their customers to experience; they indicate that the value proposition must integrate three essential components.Which component supplies the central, problem-solving benefit that customers seek?

A) Core products
B) Supplementary services
C) Delivery processes
D) Sustaining processes

Question 19

Lovelock and Wirtz (2011) underline the need of service marketers to maintain a holistic view of the entire performance they want their customers to experience; they indicate that the value proposition must integrate three essential components.Which component facilitates use of the core product and add value and differentiation to the customer's overall experience?

A) supplementary services
B) fixed services
C) value-added provisions
D) service providers

Question 20

In the flower of service, Lovelock and Wirtz (2011) have split supplementary services into two types - facilitating services, and enhancing services.Which one IS NOT an enhancing service in the options below?

A) Order-taking
B) Consultation
C) Safekeeping
D) Exceptions