Chapter 7: Service Processes

Pataasin ang iyong marka sa homework at exams ngayon gamit ang Quizwiz!

in the service-system design matrix to face-to-face loose specs service encounter is expected to have which of the following?

low production efficiency

in the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

low production efficiency

in the service-system design matrix, a mail contact service encounter is expected to have which of the following?

low sales opportunity

which of the following are alternative possible service encounters include in the service-system design matrix?

mail contact

which following queue discipline is discussed in the textbook?

emergencies first

in the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following?

high production efficiency

which of the following is an alternative possible service encounter include in the service-system design matrix?

internet

which of the following is not a suggestion for managing queues presented in the textbook?

determine an acceptable waiting time for your customers

which of the following is not a queue discipline discussed in the textbook?

last in, first out

buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?

multichannel, single phase

buying food at a large food store with multiple checkout counters features which type of queuing system line structure?

multichannel, single phase

machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?

multichannel, single phase

standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?

multichannel, single phase

which of the following is not a suggestion for managing queues presented in the textbook?

periodically close the service channel to temporarily disperse the line

Which of the following is a suggestion for managing queues that is mentioned in the textbook?

segment the customers

which of the following is a characteristic that can be used to guide the design of service systems?

services cannot be inventoried

in college registration process, several department heads have to approve an individual student's semester course load. what is the queuing system line structure?

single channel, multiphase

a roller coaster ride in an amusement park employs which type of queuing system line structure?

single channel, single phase

getting an autograph from a famous might involve standing in which type of queuing line structure?

single channel, single phase

which of the following is an example of a finite population in a queuing system?

the departmental faculty in line at the copy machine

in essence, a queuing system includes several major components. which of the following is not one of them?

the queue discipline

which of the following are the three major components of a queuing system?

the source population and the way customers arrive at the system, the serving system, and how customers exit the system.

which of the following is a suggestion for managing queues presented in the textbook?

train your servers to be friendly

which of the following is a suggestion for managing queues that is mentioned in the textbook?

train your servers to be friendly

which of the following refers to the physical presence of the customer in a service system?

customer contact


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