Supply Chain Management Ch. 6 MBA 6040

Which of the following is an example of high-contact service?

Consulting

What of the following is wrong for costs incurred in obtaining the service?

Costs include only price

Which of the following is typical for service package that is standardized with highly repeatable process sequence?

Customer has low decision-making power.

What of the following is the key to revenue growth and profitability?

Customer loyalty

Which dimension is on the top of the service delivery system matrix?

Customer wants and needs

In which of the following services customers want a unique, highly customized experience?

Customer-routed

Which of the following is an example of front office service process?

Gas station service

Which type of services require more customization?

High-contact services

Select two critical characteristics of services.

Intangibility Simultaneous production and consumption

Which of the following is a low-contact service?

Internet technology

Which of the following is true for provider-routed services?

Limited number of process pathways.

Select potential upsides of the outsourcing of services?

Lower costs Focusing on core competences

Which of the following is not true for offshoring?

Offshoring is uncommon for professional service work.

How the export of service activities to other countries is called?

Offshoring of services

Select two characteristics of the low-contact services.

Operations can work at average demand level. Face-to-face interaction is not required.

Which of the following variabilities is defined as uncertainty in what customers will ask for in the service-product bundle?

Request variability

Which of the following is true for service guarantee?

Service cannot be returned if customer does not like it.

Which of the following is true for the high-contact services?

Services require employees who are flexible and personable.

The service-product bundle must be defined ______.

before the process to deliver a service is designed

The degree of ___ is the main characteristic that affects the design of the service process and the way the service is delivered.

customization

The design of the service delivery system generally ______.

does not vary with customer volume

The service-profit chain illustrates the central role of ______ in delivering services.

employees

Considering service-product bundle in the fast-food restaurant, we can classify the food to be ______.

facilitating good

Processes that require the presence of or interaction with the customer are ______ service processes.

front office

Most definitions of service stress the ___ of the offering.

intangibility

In reality the greatest cost of turnover is the lost productivity and decreased customer satisfaction associated with ______.

new employees

If something is going wrong during delivery service management require service ____.

recovery