Deck 7: Service Design

Question 1

Services are more ____________________ than products.

A)tangible.
B)centralized
C)consistent
D)easily emulated

Answer 1

D

Question 2

A service is

A)An act,deed or performance
B)Performed without regard to profitability
C)Is clearly distinct from a product
D)all of the above

Answer 2

A

Question 3

A service package includes

A)Physical items,sensual benefits and psychological benefits
B)Both standard and customized products
C)Time and consistency
D)Surprises and complimentary items

Answer 3

A

Question 4

In service blueprinting,the delineation between the front office and back office is called the

A)Line of interaction
B)Line of visibility
C)Line of influence
D)Line of support

Question 5

$\lambda$ / $\mu$ represents the

A)arrival rate
B)service rate
C)utilization rate
D)number of customers in the system

Question 6

Which of the following specifications are included in service design,but are not typically part of product design?

A)Customer specifications
B)Performance specifications
C)Design specifications
D)Delivery specifications

Question 7

The design of the physical environment in which a service takes place is called

A)ambient design
B)location design
C)a servicescape
D)service blueprinting

Question 8

_____________ represent the number of parallel servers.

A)Channels
B)Phases
C)Queues
D)Process steps

Question 9

The service-process matrix classifies services based on

A)Labor intensity and customization
B)Volume and cost
C)Type of customer and type of service
D)Size and profitability

Question 10

In queuing theory,

A)the arrival rate is almost always greater than the service rate
B)arrivals tend to occur in waves,with long periods of idle time and short periods of intense activity.
C)multiple servers are not considered
D)All of the above
E)None of the above

Question 11

Services account for more than 50% of GDP in all of the following countries except

A)U.S.
B)China
C)Japan
D)Germany

Question 12

Services account for ____ of the U.S.labor force.

A)45%
B)60%
C)85%
D)90%

Question 13

The source of customers to a waiting line system is referred to as

A)the queue discipline
B)the service population
C)the service channel
D)the calling population

Question 14

Service design involves designing

A)The customer's experience
B)The facility where the service takes place
C)The tasks to be performed by the service provider
D)All of the above

Question 15

Queuing theory is based on certain distributions of arrival rate and service rate.Research and practical experience have shown that both arrival rate and service rate follow a _______ distribution.

A)Poisson
B)Normal
C)Exponential
D)Uniform