OPER 3100 UNCC Chap 9

An important aspect of service products is that they cannot be inventoried.

True

It is difficult to separate the operations management functions from marketing in services.

True

The service-system design matrix identifies six forms of service encounters.

True

Which of the following is a characteristic of a well-designed service system?

Each element of service system is consistent with the operating focus of the firm.

When recovering from a defective service encounter, a botched task calls for an apology.

False

When recovering from a defective service encounter, a poor treatment from a server calls for material compensation.

False

What are the psychological benefits that the customer may sense only vaguely called?

Implicit services

A service business is an organization whose primary business requires interaction with customers to produce the service.

True

An explicit service is readily observable by the senses.

True

An implicit service implies psychological benefits that the customer may sense only vaguely.

True

Poka-yoke is roughly translated from Japanese as "avoid mistakes".

True

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

True

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

True

Services often take the form of repeated encounters involving face-to-face interactions.

True

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

True

When recovering from a defective service encounter, a botched task calls for material compensation.

True

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

True

Which of the following is considered a high-contact service operation?

Physician practice

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

False

Customer contact refers to creation of the service.

False

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

False

Implicit services are not part of the service package.

False

In services, the product is developed first and then the process to produce the service is developed.

False

It is not necessary that a well-designed service system be robust.

False

Marketing is responsible for fulfilling the service guarantee.

False

The "service blueprint" is a classification of services.

False

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

False

The customer is (or should be) the second most important focal point of all decisions in a service organization.

False

The service-system design matrix identifies five alternative forms of service encounters.

False

The work process involved in providing the service must involve the physical presence of the customer in the system.

False

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

Low production efficiency

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"?

Low production efficiency

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 are alternative possible service encounters included in the service-system design matrix?

Mall contact

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?

McDonald's Corporation

In a service operation, what are the materials purchased or consumed by the buyer called?

Facilitating goods

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

Customer contact

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

Design of the service package

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

Internet

Which of the following is not an element of a good service guarantee?

The customer controls the process

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

The self-service approach

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

What are the physical resources that must be in place before a service can be offered called?

The supporting facility

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?

Treatment

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

"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

False

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

A supporting facility is the same thing as a facilitating good.

False

Which of the following is one of the three contrasting approaches to delivering on-site service?

Production-line approach

Which of the following is not a characteristic of a well-designed service system?

Puts customers in charge

A facilitating good is something purchased or consumed by the buyer or items provided by the customer.

True

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Self-service approach

Which of the following is one of the three contrasting approaches to delivering on-site service?

Self-service approach

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

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

Services cannot be inventoried

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

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

True

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

Poka-yoke is roughly translated from Japanese as "quality management".

False

Service strategy begins by integrating operations and strategy.

False

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

Low production efficiency

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

True

One characteristic of a well-designed service system is that it is cost-effective.

True