OPER chapter 9 quiz

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

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

High production efficiency

T or F? 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

T or F? Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider

FALSE

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

FALSE

Which of the following statements is not true about the strategic uses of the service-system design matrix?

1. Enables systematic integration of operations and marketing strategy 2. Permits comparison with how other firms deliver specific services 3. Indicates life cycle changes that might be in order as the firm grows

Which of the following is NOT an alternative identified in the service-system design matrix?

1. face-to-face tight specs 2. phone contact 3. face-to-face loose specs 4. mail contact ALL OF THE ABOVE ARE IDENTIFIED

which of the following is NOT an element of a good service guarantee?

Ensures the firm makes a profit

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 is NOT a characteristic of a well-designed service system?

Gives the same service to all customers regardless of their needs

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

personal attention approach

What are poka-yokes?

procedures that prevent defects from happening

Which of the following is NOT an application of behavioral concepts to enhance service encounters?

segment the pain, combine the pleasure. it is actually segment the pleasure, combine the pain.

Which of the following is NOT part of "the service triangle'?

service encounter

Which of the following is NOT a major factor distinguishing service design and development from manufacturing design and development?

service operations can be protected by patents, manufacturing operations can not.

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

High production efficiency

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

McDonald's corporation

Netflix is an example of which of the following approaches to managing customer induced variation?

uncompromised reduction