Service
. Facility layout is discussed with attention to traffic flow, space planning, and one of the following: a. need to avoid unnecessary travel b. eliminating bottlenecks c. aesthetic factors d. cost of providing service
A
. For companies offering customised services, which one of the following is true? a. A comprehensive employee hiring process is very important. b. Employee tasks are low on divergence. c. A production-line approach to service is desirable. d. Information processing plays a minor role.
A
. Porter's five forces analysis does not include which one of the following considerations. a. Pricing power b. Potential new entrants c. The threat of substitutes d. Bargaining power of suppliers
A
. Which one of the following is not an example of a high customer contact service? a. Dry cleaning b. Banking c. School d. Hotel
A
Which among the following choices might not be representative of security measures taken by retail stores? a. reducing the number of extremely valuable items sold b. a row of bollards outside the entrance c. doing away with big windows d. none of the above
A
Which of the following is not a principal issue in service encounter design? a. facility location b. customer contact behaviour and skills c. service provider selection, development and empowerment d. service recovery and guarantees
A
Which of the following items does the Huff retail location model not consider? a. The degree of accessibility b. Travel time from the customer's location to the facility c. Facility size d. A parameter reflecting the importance of travel time by customers
A
Which of the following service quality descriptions would be considered "World Class?" a. It raises the customer's expectations and improves continuously. b. It exceeds the customer's expectations and is consistent with many dimensions. c. It is less important than cost and is highly variable. d. It contributes to service and plays an important role in total service.
A
Which of the following suggests a process that is not in control? a. Points follow a smooth pattern from the lower control limit to the upper control limit b. The number of points above and below the centre line is about the same c. Points fall randomly above and below the centre line d. No points are outside the control limits
A
Which one of the following is not an example of detection costs? a. Rework b. Collecting quality data c. Process control d. Periodic inspection
A
Which one of the following reasons best explains the recession-resistant nature of services? a. Services cannot be inventoried. b. Many services, such as healthcare, are essential. c. Many service employees, such as those who work on commission, do not need to be laid off during recessions. d. The number of jobs in maintenance and repair services increases during recessions.
A
p-charts a. Are used for the fraction of non-conforming items b. Count the number of nonconformances per unit c. Use continuous metrics d. Can have negative lower limits
A
13. A service organisation's culture is communicated by all but one of the following methods? a. Choice of language. b. Use of stories. c. Policy manual d. Motto
C
. All but one of the following impacts the user-friendliness of the facility and the ability to serve customers effectively: a. floorplan b. the layout of equipment c. equipment design d. time of day
D
. In which of the following cases does the use of information raise ethical issues? a. Yield management b. Selling information c. Micromarketing d. All of the above
D
. Service innovation is driven by which factor listed below? a. New product technology b. Customer needs c. Observant contact employee d. All of the above
D
. The term "customer contact" refers to the a. handling of the product by the customer. b. influence the customer has on service design. c. amount of time spent waiting in the system. d. the physical presence of the customer in the system.
D
Objectives of service guarantees include all of the following except a. increasing brand image b. reducing customer risk c. forcing operational improvement d. allowing reduced pricing
D
Support processes would typically include a. inventory management b. customer help desk operations c. research and development d. distribution processes e. all of the above
E
An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's a. time perishability. b. labour intensity. c. intangibility. d. simultaneous production and consumption.
A
Banking service organisations generally a. are close to the customer b. rely on physical inventory c. take advantage of patents d. can delegate human behaviour and marketing skills
A
Capital decisions, technological advances, and managing demand are some managerial challenges for a a. service factory. b. service shop. c. mass service. d. professional service.
A
Historically, the average proportion of defective bars has been 0.015. Samples of 100 bars each are taken. Construct a p-chart using z = 3. Suppose a sample had 0.044 defectives. What would you do? a. Nothing; it appears to be random variation. b. Look for assignable causes. c. Delete the sample with 0.044 defects and take another better sample. d. None of these choices
A
Root cause analysis uses all of the following tools and methods except a. Zero Defects b. Seven Quality Control Tools c. 5-Why Technique d. DMAIC
A
Service management skills would include all of the following except a. accounting and finance b. knowledge and technical expertise about operations c. marketing and cross-selling d. human interaction
A
Signs and symbols in a service facility are helpful because of they: a. Orient customers and promote acceptable behaviour b. Cause customers to spend more money per visit c. Reduce anxiety associated with waiting d. Cause employees to be more helpful
A
The ___________ characteristic of a service is best illustrated by an empty airline seat. a. time perishability b. labour intensity c. intangibility d. simultaneous production and consumption
A
The service-profit chain model a. is based on a set of cause-and-effect linkages b. is only focused on internal performance c. was designed first for manufacturing organisations d. is focused on equipment utilisation
A
Which of the following does not describe a business service experience? a. stage b. co-create c. collaborator d. sustained over time
A
Which of the following is not a key dimension of service quality? a. conformance b. tangibles c. empathy d. reliability
A
Which of the following is not a principal element in service encounter design? a. Technology and information support systems b. Customer contact behaviour and skills c. Service provider selection, development and empowerment d. Service recovery and guarantees
A
In service industries that require extensive knowledge and training on the part of the service provider (e.g. medicine), which is the least viable way of dealing with demand variability and perishable capacity? a. Allowing customers to wait for b. Adjusting service capacity c. Smoothing demand d. Taking reservations
B
Of the choices below, the most critical "fail point" in the service blueprint of the 100 Yen Sushi House is: a. preparation of the paste. b. the freshness of the sushi. c. the background music. d. the greeting
B
Regarding ways, customers evaluate services compared to their evaluation of goods, which of the following is not true? a. For services, customers seek and rely more on personal sources of information. b. Customers normally adopt innovations in services faster. c. Customers perceive greater risk when buying services. d. Dissatisfaction with services is often the result of a customer's inability to properly perform or co-produce their part of the service.
B
Which of the following is not a benefit derived from developing a service blueprint? a. Aids in identifying points of interest in the service, such as where customers will wait or where mistakes may be made. b. Aids in forecasting new service demand. c. Transforms an idea into a more physical reality. d. Separates the front office from the back office, showing where particular care must be taken in order to exceed (and shape) customer expectations.
B
Which of the following is not a type of service in the non-ownership classification? a. Goods rental b. Information c. Labour and expertise d. Network usage
B
Which of the following services would best be described as a service factory? a. Village Volvo b. 100 Yen Sushi House c. Athol Furniture d. Amy's Ice Cream
B
Which of the following would be the lowest in goods content and highest in-service content? a. fast food restaurant b. attending a theatre production c. getting an oil change for your car d. filling a medical prescription
B
Which one of the following statements is true? a. Common cause variation arises from external sources that are not inherent in the process and is where statistical quality control methods are most useful. b. If the metric is discrete, a p- or c-chart is normally used. c. Statistical process control is not used in hospitals due to high liability costs. d. Statistical process control charts are used when trying to monitor and control 5- and 6-sigma quality levels.
B
c-charts a. Are used for the fraction of non-conforming items b. Count the number of nonconformances per unit c. Use continuous metrics d. Can have negative lower limits
B
. American Airlines' SABRE reservation system fills the following strategic role of information: a. Revenue generation b. Productivity enhancement c. Creation of barriers to entry d. Database asset
C
. _____________ is a foundation premise of Service-Dominant Logic a. The customer is always right b. Only post-industrial economies are service economies c. Goods are distribution mechanisms for service provision d. Money is the fundamental basis of exchange
C
43. Which of the following is not a particular characteristic of the experience economy? a. Buyer considered as a guest. b. The function is staged. c. The seller is a provider. d. Nature of the service is memorable.
C
Which of the following is an example of the competitive use of information in generating revenue? a. Reservation systems b. Data envelopment analysis c. Micromarketing d. Expert systems
C
Which of the following is not a principal dimension of a servicescape? a. spatial layout and functionality b. signs, symbols and artifacts c. facility location d. ambient conditions
C
Which of the following is not a role of information technology? a. Creating a barrier to entry for competitors b. Generating revenues c. Displacing workers d. Managing multisite operations
C
Which of the following is not true of services? a. The customer is the input. b. The customer takes an active part in the service. c. A service can be inventoried. d. Production and consumption occur simultaneously.
C
Which of the following service organisations is best described by the process structure: high divergence and low complexity? a. America West Airlines b. 100 Yen Sushi House c. Amy's Ice Cream d. Village Volvo
C
Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries? a. Low barriers to entry b. Lack of sustainable competitive advantage c. Lack of government regulation and oversight d. Low switching costs for customers
C
Which type of service falls under the category of "high labour/low customization?" a. Service factory b. Service shop c. Mass service d. Professional service
C
____ integration refers to acquiring capabilities at the front of the supply chain, whereas ____ integration refers to acquiring capabilities toward the back end of the supply chain. a. Vertical, horizontal b. Upward, downward c. Forward, backward d. Backward, forward
C
The centerline (p-bar) for a p-chart is 0.50 with an UCL = 0.70 and a LCL = 0.35. The results of the next eight sample means are 0.45, 0.60, 0.39, 0.44, 0.48, 0.53, 0.54, and 0.61. What would you do? a. Nothing; the process is in control. b. increase the sample size to get a better measure. c. investigate assignable causes because four observations are above the centre line. d. investigate assignable causes because there is a bad trend (run).
D
The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be: a. a stay in a hotel. b. an investment advising session. c. a fortune-telling session. d. a full-service car wash.
D
The realms of experience include all but one of the following: a. Entertainment b. Education c. Estheticism d. Elation
D
The service package consists of five features. Which one of the features listed below are not included in the package? a. Explicit services b. Supporting facility c. Information d. Cost of service
D
Using the dimensions of strategic focus and competitive use of information can identify four strategic roles of information. Which of the following is not a strategic role of information? a. Create barriers to entry. b. Generate revenue. c. Create a database asset. d. Provide global communications.
D
Which customer classification best describes those that seek out 100 Yen Sushi House for lunch? a. Thrifty b. Ethical c. Personalising d. Convenience
D
Which of the following describes the quality definition of fitness for use? a. Perfection and consistency in goods and service quality b. Doing it right the first time c. Conforming to design specifications d. The ability of a good or service to meet customer needs
D
Which of the following is not a principle on which service experience design is based? a. Theme the experience. b. Eliminate negative cues. c. Mix in memorabilia. d. Encourage customer feedback.
D
Which of the following is not considered a quality tool for analysis and problem-solving? a. Control chart b. Histogram c. Scatter diagram d. Poka-yoke
D
Which of the following service organisations has adopted an overall cost leadership strategy? a. Village Volvo b. America West Airlines c. Amy's Ice Cream d. 100 Yen Sushi House
D
Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labour intensity? a. Public university b. Cruise ship c. Plumbing repair d. Chiropractor
D
Not satisfied with just meeting customer expectations, this category of service firms expands upon the expectations to levels that competitors find difficult to meet. a. Available-for-service b. Journeyman c. Distinctive competence achieved d. World-class service delivery
D
Regarding the service-profit chain model, which of the following is viewed as internal performance? a. customer satisfaction b. employee health care benefits c. customer retention d. employee productivity
D
Services can create barriers to entry by __________ a. using economies of scale. b. creating switching costs. c. using databases and information technology. d. all of the above.
D
A service that incorporates self-service is attempting to compete using a ______ strategy. a. overall cost leadership b. differentiation c. focus d. price
A
An assembly line with 28 operations is to be balanced. The total amount of time required for all 28 operations is 39 minutes. The longest operation takes 2.2 minutes and the shortest takes 0.8 minutes. The line will operate for 450 minutes per day. 1. Determine the minimum and maximum cycle time. 2. What is the output rate if the cycle time is set at 2.2 minutes? a. min cycle time = 0.8; max cycle time = 39; output rate = 204.5 b. min cycle time = 2.2; max cycle time = 39; output rate = 204.5 c. min cycle time = 2.2; max cycle time = 31.2; output rate = 562.5 d. min cycle time = 0.8; max cycle time = 2.2; output rate = 562.5
A
Division of labour is the central concept of: a. Industrial societies b. Preindustrial societies c. Agrarian societies d. Postindustrial societies
A
In an experience economy the method of supply is a. revealed over time. b. stored in bulk. c. delivered on demand. d. inventoried.
A
Service processes can be classified according to each of the following, except the a. degree of customer satisfaction. b. degree of customer contact. c. an object of the service activity defined as goods, information or people. d. degree of divergence ranging from standard to customized service.
A
The following marketing phenomenon occurs when there exists within two city blocks the following hamburger outlets: McDonald's, Burger King, Sonic, and Wendys: a. competitive clustering. b. customised marketing. c. saturation marketing. d. relationship marketing.
A
The new service development process cycle contains all but one of the following activities: a. Engineering b. Analysis c. Development d. Full launch
A
What defines the capacity of a service product layout? a. The activity requiring the most time per customer. b. The size of the queue. c. How tasks are allocated among servers. d. The ability of workers to change the processing speed.
A
. Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of: a. service development. b. micromarketing. c. data envelopment analysis. d. point of sale.
B
. Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1)? a. Standardisation of service delivery. b. Improved market research. c. Employee empowerment. d. Investment in training.
B
. Which one of the following is not a value-added service provided by the manufacturer to increase profits? a. Financing or leasing b. Customer-support call centre c. After-sales maintenance d. Network and communication services
B
12. A company has two alternatives for meeting a customer requirement for 9,000 units of a specialty moulding. If done in-house, the fixed cost would be $350,000, with a variable cost at $30 per unit. If outsourced, the cost is $80 per unit. Determine the breakeven point and determine if they should make the item in-house or outsource it. a. breakeven point = 7,000 units; outsource b. breakeven point = 7,000 units; make in-house c. breakeven point = 11,667 units; outsource d. breakeven point = 11,667 units; make in-house
B
12. Which of the following service organisations illustrates best the "customer contact" approach to service process design? a. Village Volvo b. America West Airlines c. 100 Yen Sushi House d. HMO pharmacy
B
. Which of the following is not a service design element? a. Capacity planning b. Managing capacity and demand c. Market research d. Information
C
37. Indications in a control chart of an out-of-control situation include all of the following except a. Six or seven consecutive points that increase or decrease in value b. About the same number of points above and below the centre line c. There are points outside control limits d. There are no more points near the centre line than there are close to the control limits
B
A batch type of service process has the characteristic of a. many specialised departments. b. a group of customers treated simultaneously. c. uninterrupted delivery. d. a one-of-a-kind engagement
B
A doctor's office would charge no-show patients $30 if they did not cancel their appointment 24 hours ahead of the appointment because a. insurance will pay the no-show fee anyway. b. the appointment time and associated revenue is perishable, and the doctor may lose revenue. c. the doctor's office does a poor job of forecasting demand. d. the no-show price of $30 can be added to medical fees for reimbursement.
B
All of the following are common objectives of layout studies except a. Minimize delays in materials handling and customer movement b. Minimize the number of workstations c. Provide for good housekeeping and maintenance d. Maintain flexibility
B
Consider the following vignette. Aboard the cruise ship Royal Majesty, a breakfast diner complains to the waiter that the meal is cold. The waiter sends the meal back to the kitchen and returns shortly with a plate of steaming eggs and bacon. The customer refuses the meal. This breakdown in customer interaction can best be described as: a. unacceptable service. b. unreasonable demands. c. slow performance. d. unacceptable treatment of employees
B
Customer contact, to classify a system as being high-contact or low-contact, is measured by a. the percentage of a service provider's workday spent with customers b. the percentage of time the customer must be in the system relative to the total time it takes to provide the service c. the number of service encounters occurring in a given period d. the number of different service providers required to serve one customer
B
In order to reduce disorientation, Richard Wener argues that the following features should be incorporated into a facility design: previous experience, design legibility, and one of the following: a. a formula design. b. orientation aids. c. adequate lighting. d. an entry atrium.
B
In service organisations, capacity is more often viewed as ____ a. The maximum rate of output per unit time b. Units of resource availability c. The ability to meet any customer demand d. The amount of overtime scheduled
B
In the design of a fitness centre, where would be the most advantageous location of a juice bar? Consider such factors as traffic flow, impulse buying, and orientation/visibility. a. At the back of the gym near the aerobic equipment. b. Near the entrance/exit of the gym. c. In a small alcove set to one side of the gym. d. Upstairs in a separate enclosed room marked by a sign
B
One advantage of reduced divergence is a. quicker response to market demands. b. greater efficiency. c. maximization of revenue per customer. d. the ability to command higher prices.
B
The advent of the "hub and spoke" airline network following deregulation is an example of: a. nature and objectives of service organisations. b. flexibility. c. aesthetic factors. d. land availability and space requirements.
B
The innovation of moving from a "country" store where the proprietor fills the shopper's list with items that are kept behind the counter to a self-service supermarket where the shopper fills a cart with items represents a move between which of the following pairs of competitive stages? a. From available-for-service to journeyman b. From available-for-service to distinctive competence achieved c. From journeyman to distinctive competence achieved d. From distinctive competence achieved to world-class service delivery
B
The major input into a large public hospital from a service point of view would be: a. physicians' services. b. patients. c. nursing services. d. federal reimbursement (Medicare/Medicaid).
B
To increase value, an organisation cannot a. decrease price or cost while holding perceived benefits constant. b. change both perceived benefits and price in the same proportion. c. increase perceived benefits while holding price or cost constant. d. increase perceived benefits while reducing price or cost.
B
To monitor the fraction of printed circuit boards that do not pass a functional test, a(n) ____ is used. a. mean-chart b. p-chart c. c-chart d. R-chart
B
Using two-digit random numbers, the interval 55 − 79 represents what probability? a. 0.55 to 0.79 b. 0.25 c. 0.24 d. 0.67
B
When a process appears to be functioning properly when, in fact, it is out of control, the type of error and the injured party is identified as: a. Type I error, producer's risk b. Type II error, consumer's risk c. Type I error, consumer's risk d. Type II error, producer's risk
B
Which is generally related to service operations? a. tangible product b. need for flexible capacity c. separation of production from consumption d. large amount of inventory
B
Which of the following is an example of a business service (B2B)? a. Communications b. Auditing c. Retailing d. Leasing
B
Which of the following is not a feature of the new experience economy? a. The experience is memorable. b. The experience is customised. c. The customer is treated as a guest. d. The experience is staged.
B
Which of the following is not an increase in service complexity? a. A supermarket adds a florist shop. b. A supper club opens for Sunday brunch. c. A restaurant switches from "house salad" to a salad bar with 40 items. d. A health spa hires a massage therapist.
B
Which one of the following does SWOT analysis not have as its aim? a. Reveal competitive advantages b. Determine the competitive intensity c. Analyse prospects d. Development of contingency plans
B
Which one of the following is not a dimension of a business service experience? a. Co-creation of value b. Problem-solving c. Relationships d. Service capability
B
A gap in service quality is not the difference between: a. customer expectations and management's perceptions of customer expectations. b. the service delivery and the results that are communicated externally to the customer. c. customer expectations and management's perception of the delivered service. d. the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery.
C
A service blueprint can be used for all but one of the following: a. Educate customers. b. Identify areas of service improvement. c. Maintain the level of service complexity and divergence. d. Identify points where moments of truth will occur.
C
A service blueprint with a large number of intricate steps is considered to have a a. high degree of divergence. b. low degree of complexity. c. high degree of complexity. d. low degree of divergence.
C
An organization that would typically use a yield management system is a. Computer manufacturer b. Fast food restaurant c. Car rental company d. Package delivery service
C
Assembly line balancing a. Is a one-time activity. b. Tries to minimize the production rate for a given number of work stations. c. Tries to minimise the number of work stations for a given production rate. d. Attempts to load work into early work stations.
C
Concerning the service facility location, it is not prudent to open: a. a new facility next to one's competitors. b. multiple facilities within the same area, thus cannibalising one's own business. c. an information-based service in a downtown area with high real estate prices. d. all of the above.
C
Efficiency is a. quality of output/quantity of input b. quality of input/quantity of output c. quantity of output/quantity of input d. quantity of input/quantity of output
C
If you are going to open four facilities and have identified six candidate locations, how many different combinations of site selections are there? a. 4 b. 6 c. 15 d. 24
C
In the Huff retail location model, the value of estimates ______________ a. amount of travel time to reach a service facility. b. the importance of convenience in attracting customers. c. the importance of travel time in attracting customers. d. the cost of transportation for a customer.
C
Service with a low degree of divergence allows a manager to consider all but one of the following options? a. Hire workers who have little technical skills. b. Substitute automation for repetitive tasks. c. Empower workers with decision-making authority. d. Incorporate a "production-line" approach to service.
C
The concept of economies of scope is best described as: a. the spreading of fixed costs over a larger volume of sales. b. the use of brand extensions. c. using existing channels of distribution to introduce new services. d. extending existing distribution channels to reach new customers.
C
The key technology of postindustrial society is ________. a. machines b. energy c. information d. intellectual capital of the workers
C
The most interactive element in the service blueprint of a fitness facility is the a. choice of music played. b. amount and type of exercise equipment. c. attention given to prospective members on their initial visit. d. cleanliness of the locker rooms.
C
The service process matrix classification consists of four categories of services. Which one of the four features listed below are not included in this classification? a. Service factory b. Service shop c. Public service d. Professional service
C
The work activity that effectively limits the throughput of a process is called a ____. a. Process boundary b. Make-to-order c. Bottleneck d. Throughput
C
Which among the following strategies is used by fast-food restaurants to reduce costs? a. Increase advertising via the Internet. b. Allowing the customer to play an active part in the service process. c. Increase prices. d. Increasing menu items to cater to varying tastes.
C
Which of the following is not an advantage of reducing the divergence of a service process? a. Improved productivity b. Uniformity c. Greater flexibility d. Reduced costs
C
Which of the following is not identified as a strategy common to many successful service providers? a. Close coordination between the marketing and operations b. The exploitation of information to generate new business c. A project-oriented organisational structure d. Redirection of the strategic service vision inward to focus on employees
C
Which of the following stages of a firm's competitiveness describes customers who seek out a firm based upon its sustained reputation for meeting customer expectations? a. Available-for-service b. Journeyman c. Distinctive competence achieved d. World-class service delivery
C
Which one of the following is an example of a process layout? a. fast-food restaurant b. cafeteria c. hospital d. none of the above
C
___________ is the time it takes to complete a process from the time of arrival to time of departure. a. Rush order flow time b. Cycle time c. Throughput time d. Direct labour time
C
17. The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package? a. supporting facility b. facilitating goods c. explicit services d. implicit services
D
A cruise line has the option of locating its dock in Miami or Pensacola because both cities have adequate port facilities. Which of the following considerations would seem to be the most germane? a. Adequate parking b. Location of competitors c. Freeway access to the port d. The city served by a major airport
D
A value creation process could be any of the following except a. shipping a customer's order b. providing a home mortgage c. assembling a dishwasher d. purchasing production material
D
All the following are means to manage capacity by shifting and stimulating demand except a. Vary the price of goods or services b. Add peripheral goods and/or services c. Provide reservations d. Shift work to slack periods
D
For Amy's Ice Cream, which one of the following criteria for selecting a service provider is least important to its customers? a. Availability b. Convenience c. Quality d. Speed
D
For the 100 Yen Sushi House, which one of the following statements does not apply to its overall cost leadership strategy? a. Seeking out low-cost customers. b. Standardising a custom service. c. Using just-in-time to reduce waste. d. Taking service operations off-line.
D
In our location analysis of Athol Furniture, which of the following was the most serious criticism of the Huff model? a. Not knowing the precise value of *. b. Ignoring the loyalty of customers to the existing stores. c. Inability to estimate customer budget for the furniture purchases. d. Ignoring future housing development beyond Bluff Lake's current city limits.
D
In which of the following service organisations is the service encounter dominated by the customer? a. Village Volvo b. America West Airlines c. Amy's Ice Cream d. 100 Yen Sushi House
D
Kraft targeted its cream cheese flavours to match the tastes of a store's customers using off-line analysis of POS (point-of-sale) data. This is an example of: a. yield management b. expert systems c. data envelopment analysis d. micromarketing
D
The concept of economies of scale is best described as a. the replacement of fixed costs with variable costs. b. selling a wider range of products. c. a synonym for economies of scope. d. the replacement of variable costs with fixed costs.
D
The following are important in estimating spatial demand except: a. defining the target population b. selecting a unit of area c. developing a visual representation or map d. distance travelled
D
Which of the following is not a characteristic of a production-line approach to provide a service? a. Division of labor b. Substitution of technology for people c. Standardization of the process and service provided d. High employee autonomy in task execution
D
Which of the following is not an incremental service innovation? a. Service line extension b. Service improvements c. Style changes d. Service quality initiative
D
Which of the following is not considered effective in achieving and maintaining service quality? a. Encouraging service providers to be highly visible in dealing with customers. b. Establishing peer groups among service providers to foster teamwork and a sense of pride. c. Installing a system of incentives that emphasises quality. d. Increasing supervision of service providers.
D
Which of the following is not part of a good service guarantee? a. It is unconditional. b. It is easy for the customer to understand. c. It is meaningful to the customer. d. It is difficult for the customer to invoke.
D
Which of the following retail servicescapes would support an upscale store image best? a. stark tile floors. b. exposed, bright lighting. c. store personnel waiting at cash registers. d. well-spaced, lightly stocked shelving.
D
Which of the following statements is not true concerning a service guarantee? a. A well designed and implemented service guarantee can help firm gain control over its operation b. Fear of customer cheating inhibits some mangers from adopting a service guarantee. c. Managers are likely to worry about the costs of a service guarantee, but for the wrong reasons. d. Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions
D
Which of the following is true regarding the differences between goods and services? a. Demand for services is difficult to forecast. b. Customers participate in many services. c. Services cannot be stored as physical inventory. d. Patents do not protect services. e. All of the above is true.
E
Which one of the following has the highest goods content? a. medicine prescription b. computer repair c. automobile loan d. symphony performance e. fast food restaurant
E
. Which one of the following has the highest goods content? a. automobile muffler replacement b. computer diagnosis and repair c. movie presentation d. root canal procedure at the dentist
A
For a given cycle time in line balancing, assembly-line efficiency can be increased by a. Speeding the line b. Slowing the line c. Decreasing the number of work stations d. Increasing the number of work stations
C
Identify the bottleneck operation in the following exclusive hairdressing salon. Activity Average time, min. a. Pre-counseling 15 b. Shampoo 10 c. Haircut 30 d. Manicure 20
C
Real-time information technologies that have a focus on internal operations can play a competitive role in increasing revenue opportunities. Which one of the following uses of information does not play a role in generating revenue? a. Yield management b. Point of sale c. Expert systems d. Sale of information
C
Systems requiring high customer contact would most commonly be found in ____. a. distribution systems b. mid-office operations c. front office operations d. back-office operations
C
The Internet has begun to change the rules of location selection. What location criterion is most important for pure Internet services such as 'eBay? a. Proximity to customers b. Distance from competition c. Availability of a well-educated workforce d. Proximity to overnight shipping
C
The concept of economies of scope is best described as a. a synonym for the economics of scale. b. the use of brand extensions. c. using existing channels of distribution to introduce a new product. d. extending existing distribution channels to reach new customers.
C
