BA291 CH.1
Economies tend to develop from agricultural-based to service-based to manufacturing-based. True False
False
The nature of a business service experience (B2B) is memorable. True False
False
______ is not a distinctive characteristic of service operations. Multiple Choice Labor intensiveness. Simultaneity. Perishability. Heterogeneity.
Labor intensiveness.
In which stage of economic activity do services first appear? Multiple Choice Tertiary. Quaternary. Secondary. Quinary.
Tertiary.
An economy cannot function without some service activity. True False
True
Division of labor is the hallmark of the industrial society. True False
True
Service-dominant logic is a view that all economies are service economies in which value is always co-created in the exchange of doing something for another party. True False
True
Services reside in manufacturing firms. True False
True
The ski lift at a winter resort would be considered part of the supporting facility. True False
True
Based on the service process matrix, a hotel is an example of a mass service. True False
False
______ is not a feature of a preindustrial society. Multiple Choice Subsistence standard of living Bureaucratic and hierarchical structure Game against nature Simple hand tool technology Incorrect
Bureaucratic and hierarchical structure Correct
Which of the following is not considered one of the four realms of a service experience? Multiple Choice Escapism. Estheticism. Education. Engagement
Engagement
______ is not an element of the service package? Multiple Choice Facilitating goods Information Price Implicit service
Price
Service-dominant logic has 10 foundation premises; ______ is not one of them. Multiple Choice service is the fundamental basis of exchange goods are distribution mechanisms for service provision all enterprises deliver value all economic and social actors are resource integrators
all enterprises deliver value
Which of the following is not a characteristic of a consumer (B2C) service experience? Multiple Choice Nature of the service is memorable. The seller is a provider. Buyer considered as guest. The function is staged.
the seller is a provider.
