Question 1

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Accepted Answer

A) True 
 B)False

Question 2

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

Accepted Answer

A) True 
 B)False

Question 3

A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders.Upon entering the restaurant,customers must choose from three separate lines,each of which leads to one of the three registers.Immediately upon placing their order with the register attendant,customers are given their food and drinks by the register attendant.To analyze this situation you would use the queuing model for an infinite source,multiple servers,and multiple channels.

Accepted Answer

A) True 
 B)False

Question 4

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

Accepted Answer

A)  Reliability 
B)  Responsiveness 
C)  Reasonability 
D)  Assurance

Question 5

The three generic competitive strategies are:

Accepted Answer

A)  profit-based, nonprofits, and free services 
B)  cost leadership, differentiation, and focus 
C)  manufacturing, service, and retail 
D)  mass-production, make-to-order, and services

Question 6

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

Accepted Answer

A)  Differentiation strategy 
B)  Demand strategy 
C)  Focus strategy 
D)  Transitional strategy

Question 7

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

Accepted Answer

A) True 
 B)False

Question 8

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Accepted Answer

A)  10 minutes 
B)  6 minutes 
C)  60 minutes 
D)  14 minutes

Question 9

A bank provides service through a call center to customers internationally.Explain the importance of each of the following in terms of designing the call center and managing the daily operations:
1.Queuing management
2.Global service considerations
3.Facilitating products
4.Service quality expectations

Accepted Answer

The answer of A bank provides service through a call...

Question 10

Describe the key considerations of service managers which can help in providing a better service experience?

Accepted Answer

The answer of Describe the key considerations of service managers...

Question 11

The optimal capacity utilization for an organization would be 100%.

Accepted Answer

A) True 
 B)False

Question 12

In most services,customers are either directly or indirectly involved in the production of the service itself.

Accepted Answer

A) True 
 B)False

Question 13

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

Accepted Answer

A) True 
 B)False

Question 14

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Accepted Answer

A) True 
 B)False

Question 15

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

Accepted Answer

A) True 
 B)False

Question 16

The Wal-Mart effect is best described by which of the following?

Accepted Answer

A)  As large retailers locate in communities, the put smaller companies our of business 
B)  Information technologies have allowed large retailers to maintain good productivity growth rates 
C)  Wal-Mart's use of supplier capacity has made it difficult for other companies to find Suppliers 
D)  The growth of large retailers has had a negative impact on the environment

Question 17

If $$\lambda$$ = 6 CUSTOMERS/HOUR and $$\mu$$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Accepted Answer

A)  0.162 
B)  0.297 
C)  0.248 
D)  0.135

Question 18

Service provided by multiple servers acting in parallel is referred to as:

Accepted Answer

A)  Multi-platform servicescape 
B)  Multiple-phase queuing system 
C)  Multiple-channel queuing system 
D)  Multi-delivery servicescape

Question 19

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following would result in an INCREASE in productivity?

Accepted Answer

A)  The value/amount of the inputs used increases and the value/amount of outputs decreases  
B)  The value/amount of the inputs used increases and the value/amount of outputs stays the same 
C)  The value/amount of the inputs used stays the same and the value/amount of outputs decreases 
D)  The value/amount of the inputs used stays the same and the value/amount of outputs increases

Exam 12: Service Response Logistics

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

The three generic competitive strategies are:

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Describe the key considerations of service managers which can help in providing a better service experience?

The optimal capacity utilization for an organization would be 100%.

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

The Wal-Mart effect is best described by which of the following?

If $\lambda$ = 6 CUSTOMERS/HOUR and $\mu$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Service provided by multiple servers acting in parallel is referred to as:

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Which of the following would result in an INCREASE in productivity?

Exam 12: Service Response Logistics

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Baumol's disease refers to the fact that multiple factor productivity measures tend to be bad,because firms often concentrate on improving one,while neglecting others.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

The three generic competitive strategies are:

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

When a customer takes their automobile to a carwash,the carwash provides state utility to the vehicle.

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Describe the key considerations of service managers which can help in providing a better service experience?

The optimal capacity utilization for an organization would be 100%.

In most services,customers are either directly or indirectly involved in the production of the service itself.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

The Wal-Mart effect is best described by which of the following?

If λ\lambdaλ = 6 CUSTOMERS/HOUR and μ\muμ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Service provided by multiple servers acting in parallel is referred to as:

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Which of the following would result in an INCREASE in productivity?

If $\lambda$ = 6 CUSTOMERS/HOUR and $\mu$ = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.