Chapter 9 Quiz

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

False

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

False

In the service-system design matrix, an on-site technology service encounter is expected to have:

High production efficiency

In the service-system design matrix, a mail contact service encounter is expected to have:

High sales opportunity

What company pioneered the production line approach to delivering on-site service?

McDonald's

The approach to delivering on-site service made famous by Nordstrom department stores is:

Personal attention approach

Which of the following is NOT an alternative identified in the service-system design matrix? Phone contact Mail contact Face-to-face tight specs Face-to-face loose specs All of the above are identified

All of the above are identified

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

False

What is NOT an element of a good service guarantee?

Ensures the firm makes a profit

The requirements on worker skills of a high customer contact system should focus on the technical skills.

Flase

What is NOT an application of behavioral concepts to enhance service encounters?

Segment the pain, combine the pleasure

What is NOT part of the "service triangle?"

Service encounter

What is NOT a major factor distinguishing service design and development from manufacturing design and development?

Service operations can be protected by patents, manufacturing operations cannot.

Netflix is an example of what approach to managing customer induced variation?

Un-compromised reduction

The __________ percentage of contact time between the service system and the customer, the ___________ the degree of interaction between the two during the production process.

Greater, greater