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.