Chapter 5

Physical

Servicescape is all the____evidence a customer might use to form an impression. A. Psychographic B. Anecdotal C. Physical D. Online

focuses on implementation.

Unlike the customer benefit package design and configuration stage of designing goods and services, the detailed goods, services, and process design: A. focuses on implementation. B. focuses on the evaluation of quality. C. is more strategic in nature. D. is more conceptual in nature.

Recognition and reward

Which is one of the principal elements of service-encounter design? A. Market introduction B. Customer benefit package design C. Quality function deployment D. Recognition and reward

They exert less demand on electrical power plants

Which is true of Energy Star-certified products? A. They exert less demand on electrical power plants. B. They cannot be repaired easily since they use advanced technology. C. They cannot be salvaged for reuse. D. They have a higher carbon footprint in the environment.

It contains key selling points and features.

Which is true of the House of Quality? A. It fails to incorporate customer requirements. B. It does not incorporate competitive evaluations. C. It contains key selling points and features. D. It contains supplier estimations.

Cross-selling

Which requirement is an example of customer-contact requirements? A. Convenient facility location B. Cross-selling C. Prominently displayed company logo D. Ambient conditions

Cross selling

Which requirement is an example of customer-contact requirements? A. Ambient condition B. Convenient facility location C. Prominently displayed company D. Cross-selling

Service-encounter

__________ design focuses on the interaction, directly or indirectly, between the service provider(s) and the customer. A. Lean servicescape B. Customer benefit package C. Service-encounter D. Service process

Design for Environment

__________ is the explicit consideration of ecological concerns during the design of goods, services, and processes, and includes such practices as designing for recycling and disassembly. A. Design for Environment B. Service-encounter design C. Environmental intervention D. Quality function deployment

Prototype testing

__________is the process by which a model (real or simulated) is constructed to assess a product's performance under actual operating conditions, as well as consumer reactions to the model. A. Detailed product design B. Prototype testing C. Quality function deployment D. Value engineering

Service recovery

_____should begin immediately after a service upset occurs and when the customer is visibly upset. A. Servicescape design B. Service guarantee C. Service process design D. Service recovery

Lean

___servicescapes provide service using simple designs. A. Lean B. Service-oriented C. Inexpensive D. Six-sigma

The service-encounter design staged

At Which stage is the perceptions of a firm and its goods and service created ? A. The process design stage B. The customer benefit package configuration stage C. The market introduction and evaluation stage D. Service-encounter design stage

Empowerment

David runs a bed and breakfast in the outskirts of a high city. His employees are allowed to spend up to $200 to resolve any complaints, with no question asked . This is an example of: A. Service guarantee B. Flexibility C. Assurance D. Empowerment

specified target dimension of the goods.

For manufactured goods, design blueprints specify a nominal value which is the: A. range of permissible variation in the target dimension of the goods. B. specified target dimension of the goods. C. dimension with the least manufacturing cost. D. dimension with the greatest variation from the target dimension.

Tolerance

For manufactured goods, design blueprints specify a target dimension, along with a range of permissible variation called the: A. Nominal B. Tolerance C. Buffer D. Leeway

Design for environment

In the context of designing manufactured goods, socially responsible designs are the ones that follow the concept of: A. Design for the environment B. Design for manufacturability C. Design for reliability D. Design for accuracy

Voice of the customer

In the context of quality function deployment, building a house of quality begins by identifying the : A. Competitive priorities B. Marketplace dynamics C. Voice of the customer D. Service provider requirements

Identify the technical features of the design of the product

In the context of quality function deployment, one of the first steps to building the house of quality is to: A. Conduct prototype testing B. Evaluate the market C. Identify the technical features of the design of the product D. Advertise, market and offer the product to customers

A health club

In the context of service-delivery system design, which establishment depends on good location decisions? A. A health club B. An insurance claim processing center C. A distribution center D. An ice-cream factory

Recognition

In the context of service-encounter design, giving discounts to employees is a form of: A. assurance. B. compensation. C. recognition. D. guarantee.

front office operations.

In the context of service-encounter design, high-contact systems would most commonly be found in: A. construction services. B. process designs. C. front office operations. D. distribution systems.

Building facade

In the context of the service cape, in the service-delivery system design, which facility is a part of the spatial layout and functionality? A. Room temperature B. Building facade C. Free soft drink instead of vending machines D. Company logo on company vehicles

spatial layout and functionality.

In the context of the servicescape, in the service-delivery system design, building footprints are examples of: A. spatial layout and functionality. B. signs and symbols. C. ambient conditions. D. artifacts.

Spatial layout and functionality

Jones and Johnson, a law firm, is expanding to incorporate three conference rooms and two executive waiting lounges in its office. Which dimension of servicescape is the firm addressing? A. Signs, symbols, and artifacts B. Market deployment and evaluation C. Spatial layout and functionality D. Ambient conditions

Facility location and layout

Linda is the owner of souvenir-stop, a chain of souvenir shops. One of the shops is located at the city center mall. Though the shop is popular, she does not get many tourists in the city center mall branch . She is considering opening another store near a popular tourist attraction to attract more tourists to her shop. Which element of service-delivery system design is Linda addressing? A. The servicescape B. Facility location and layout C. Service process design D. The voice of the customer

Empowerment

Mitch is the owner of game-on, a popular sports bar. He personally trains his servers and the gives them autonomy to make on-the-spot decisions to resolve any customer complaints and issues. This is a form of : A. Service guarantee B. Flexibility C. Empowerment D. Assurance

Strategic mission and competitive priorties

Prior to designing and configuring a customer benefit package, a firm should understand and develop its: A. Good, service and process design in detail B. Processes and service encounter design C. Marketplace deployment techniques D. Strategic mission and competitive priorities

A U-shaped

The Taguchi Loss Function is represented by what shape of curve? A. Upward sloping B. Linear C. Downward sloping D. A U-shaped

servicescape

The __________ provides the behavioral setting where service encounters take place. A. servicescape B. value chain model C. facility location D. service process and job design

have the strongest relationships to customer requirements

The bottom of a House of Quality identifies the technical features that: A. have the strongest relationships to customer requirements. B. have the highest competitive performance. C. are the weakest selling points. D. are interrelated to each other.

Technical features

The center portion (the middle level) of the House of Quality refers to: A. technical features. B. interrelationships. C. technical feature priorities. D. competitive evaluation.

detailed product and process design phases.

The critical differences between the designs of goods and services lie in the: A. customer benefit package design and configuration phases. B. market introduction and deployment phases. C. detailed product and process design phases. D. research and analysis phases.

.market introduction and deployment.

The fifth step that Lenscrafters uses to integrate goods and services is: A. market introduction and deployment. B. strategic mission. C. manufactured good design. D. customer benefit package design.

Strategic mission

The first step that LensCrafters uses to integrate goods and services is: A. Customer benefit package design B. Manufactured good design C. Market introduction and deployment D. Strategic mission

manufactured good design.

The fourth step that Lenscrafters uses to integrate goods and services is: A. manufactured good design. B. market introduction and deployment. C. customer benefit package design. D. strategic mission.

interrelationships

The roof portion (the upper most level) of the House of Quality refers to _________? A. technical features B. relationship matrix C. voice of the customer D. interrelationships

marketplace evaluation

The sixth (final) step that Lenscrafters uses to integrate goods and services is: A. manufactured good design. B. marketplace evaluation. C. strategic mission. D. customer benefit package design.

customer benefit package design.

The third step that Lenscrafters uses to integrate goods and services is: A. manufactured good design. B. market introduction and deployment. C. customer benefit package design. D. strategic mission.

Roof

The___of House of Quality shows the interrelationships between any pair of technical features. A. Left B. Bottom C. Roof D. Center