Test 3 Chap 9

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

Customer Contact

The 'service blueprint' is a classification of services

FALSE

The service system design matrix identifies 6 forms of or service encounters

TRUE

The term "encounter" is defined by dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems

TRUE

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 a characteristic of a well designed service system?

Each element of service system is consistent with the operation focus of the firm

"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 larger number of customers"

FALSE

A supporting facility is the same thing as a facilitating good

FALSE

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

Customer contact refers to creation of the service

FALSE

Effective management of services requires a clear focus on understanding operations, so much 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 procedure the service is developed

FALSE

Marketing is responsible for fulfilling the service guarantee

FALSE

Poka-yoke is roughly translate from Japanese as "quality management"

FALSE

Service Strategy begins by integrating operations and strategy

FALSE

Service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system

FALSE

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

FALSE

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

FALSE

The service system design matrix identifies 5 alternative forms of service encounter

FALSE

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

FALSE

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

FALSE

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

FALSE

it is not necessary that a well designed service system be robust

FALSE

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

Self-service approach

Which of the following is not a 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

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

TRUE

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

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

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

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

Internet

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

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, 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?

Mail contact

Which company is mentioned in the text as a pioneering of the production line approach?

Mcdoanlds

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

Physician practice

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

Production line approach

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

TRUE

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

TRUE

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

Pika-Yokes are procedures that block the inevitable mistake from becoming a service defect

TRUE

Poka-yoke is roughly translate from Japanese as "avoid mistakes"

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

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

an important aspect of service products is that they cannot be inventoried

TRUE

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 developmental process.

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

Treatment

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

There are many applications of poker-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 is not a characteristic of a well designed service system?

Puts customers in charge

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

The customer controls the process.