MGMT 300 - Chapter 9 LearnSmart

One of the three approaches to delivering on-site service is _____

Self-service approach Correct

Which of the following is not part of "the service triangle"?

Service encounter

Which one 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 cannot.

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

Task

Which of the following are the applications of poka-yokes to services or the Three T's?

Task Treatment Tangible

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

The service package is the major output of the development process.

Which of the following is NOT one of the approaches to delivering a service?

word-of-mouth approach

Which of the following refers to the physical presence of the customer in a service system?

Customer contact

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

High production efficiency

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Internet Correct

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

Low sales opportunity

Which of the following companies is/are best known for the personal attention approach?

- Ritz-Carlton Hotel - Nordstrom Department Stores

The role of operations in The Service Triangle is a major one. Which of the following are part of operations responsibility?

- procedures - service systems - facilities - equipment - managing the workforce

Which of the following are ways to convince customers that the self-service approach to service design is good for all?

- promoting benefits of cost and convenience - follow-up - developing customer trust

Looking at the service encounter from the Chase and Dasu perspective has led to which of the following behaviorally based principles for service encounter design and management?

- segment the pleasure; combine the pain - let the punishment fit the crime in service recovery - people are easier to blame than systems - pay attention to norms and rituals

Which of the following are the aspects of the service encounter that Chase and Dasu suggest applying behavioral concepts?

- the flow of time - the flow of the service experience - judging encounter performance

Service implies which of the following?

Subordination of the server to the served

Which of the following is an element of a good service guarantee?

- unconditional (no small print) - easy to invoke - meaningful to the customer

Which of the following is NOT a strategic use of the service-system matrix?

Determining worker skills needed to deliver the service

In regards to the service package, the material purchased or consumed by the buyer or the item provided to the customer.

Facilitating goods

Which of the following is a characteristic that can be used to guide the design of service systems?

Services cannot be inventoried.

With higher customer contact, which of the following happens to worker requirements.

Workers become more skilled

The type of service where customers interact with one another in a server-moderated environment is known as

mixed virtual customer contact

The variation introduced by the customer into a service process causes a trade-off between which of the following?

cost and quality

The term that refers to the physical presence of the customer in the system is known as _____

customer contact

The x-axis of the service-system matrix shows which of the following:

degree of customer contact

On a service blueprint, the line that shows the distinction between high customer aspects of the service and those activities that the customer does not see is known as the ____

line of visibility

Which of the following is NOT an element of the service triangle?

maintenance

The type of service where companies enable customers to interact with one another in an open environment is known as _____

pure virtual customer contact

The dominant issue in service design is ______

service capacity

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

Which of the following is not one of the basic accommodation strategies for handling customer-introduced variability into a service system?

super

Which of the following is NOT of the characteristics of a well-designed service system?

unstructured