Question 1

Which of the following is not considered a criterion for evaluating the triple bottom line?

Accepted Answer

A)  Social progress. 
B)  Economic growth. 
C)  Environmental stewardship. 
D)  Market share.

Question 2

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be ________.

Accepted Answer

A)  a stay in a hotel 
B)  an investment advising session 
C)  a fortune telling session 
D)  a full-service car wash

Question 3

Which one of the following is not a dimension of scalability?

Accepted Answer

A)  Information vs. goods content. 
B)  Degree of self-service. 
C)  Cost of after-sales service. 
D)  Shipping and handling costs.

Question 4

Information technology can be used to promote customer loyalty.

Accepted Answer

A) True 
 B)False

Question 5

Services can create barriers to entry by______.

Accepted Answer

A)  using economies of scale 
B)  creating switching costs 
C)  using databases and information technology 
D)  all of the above

Question 6

World-class service operations strive to replace workers with enhanced automation.

Accepted Answer

A) True 
 B)False

Question 7

The competitive dimension of dependability is a likely candidate for becoming a service loser.

Accepted Answer

A) True 
 B)False

Question 8

Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions?

Accepted Answer

A)  Speed 
B)  Price 
C)  Dependability 
D)  Personalization

Question 9

The innovation of moving from a "country" store where the proprietor fills the shopper's list with items from behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages?

Accepted Answer

A)  From available-for-service to journeyman. 
B)  From available-for-service to distinctive competence achieved. 
C)  From journeyman to distinctive competence achieved. 
D)  From distinctive competence achieved to world class service delivery.

Question 10

Which one of the following does SWOT analysis not have as its aim?

Accepted Answer

A)  Reveal competitive advantages. 
B)  Determine the competitive intensity. 
C)  Analyze prospects. 
D)  Development of contingency plans.

Exam 2: Service Strategy

Which of the following is not considered a criterion for evaluating the triple bottom line?

The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be ________.

Which one of the following is not a dimension of scalability?

Information technology can be used to promote customer loyalty.

Services can create barriers to entry by______.

World-class service operations strive to replace workers with enhanced automation.

The competitive dimension of dependability is a likely candidate for becoming a service loser.

Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions?

The innovation of moving from a "country" store where the proprietor fills the shopper's list with items from behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages?

Which one of the following does SWOT analysis not have as its aim?