Learn smart chapter 9
Which of the following are the aspects of the service encounter that Chase and Dasu suggest applying behavioral concepts?
-Judging encounter performance -The flow of the service experience -The flow of time
In a service organization, how management treats the _____ is how they will treat the public
worker
One bank customer interpreting a teller addressing her by her first name as a sign of warmth, while another customer feels that such informality is unbusinesslike is an example of
subjective preference variability
A service guarantee can be used for service improvement, but it can also be used during which of the following stages?
to design
Which of the following is not of the characteristics of a well-designed service system?
unstructured
True or false: services can be inventoried
False
The _____ end and the _____ end of the encounter are not created equal
Front and back
Rank the following services from low to high in regards to sales opportunity
Mail contact Internet and on-site technology Phone contact Face-to-face tight specs Face-to-face loose specs Face-to-face total customization
The service_____, rather than a definable good, constitutes the major output of the development process
Package
Which of the following is one of the three contrasting approaches to delivering on-site
Product-line approach
Which of the following approaches to delivering a service was made famous by McDonald's Corporation?
Production-line approach
Which of the following is not one of the basic types of customer-introduced variability?
Purchase variability
Which of the following is not a characteristic of a well-designed service system
Puts customers in charge
Many parts of the service package are often defined by _______ the individuals receive before they become part of the service organization.
Training
An important aspect of service products is that they cannot be inventoried
True
One characteristic of a well designed service system is that it is cost-effective
True
True or false: a service organization exists to serve the customer
True
This accommodation strategy entails extra employees or additional employee skills to compensate for variations among customers;
Classic accommodation
The variation introduced by the customer into a service process causes a trade-off between which of the following?
Cost and quality
Too much capacity generates excessive
Costs
Which of the following are characteristics of a well-designed service system?
Each element of the service system is consistent with the operating focus of the firm It is user friendly It is robust It is structured so that consistent performance by its people and systems is easily maintained It provides effective links between the back office and the front office so that nothing falls between the cracks It manages the evidence of service quality in such a way that customers see the value of the service provided It is cost-effective
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
Which of the following is not one of the approaches to delivering a service?
Word-of-mouth approach
This accommodation strategy requires customers to engage in more self-service, use reservation systems, or adjust their expectations
classic reduction
The _____ is the focal point of all decisions and actions of the service organization
customer
The x-axis of the service-system matrix shows which of the following
degree of customer contact
Which of the following is not a feature of a service package?
location
Which of the following is not an element of the service triangle?
maintenance
More accommodation implies _____; less accommodation implies _____.
more cost, less-satisfied customer
Segment the _____ ; combine the _____.
pleasure and pain
A promise of service satisfaction backed up by a set of actions that must be taken to fulfill the promise is known as a
service guarantee
A bundle of goods and services that is provided in some environment
service package
