chap 12 supply chain
Which of the following is not one of the 5 dimensions of service quality
serviceability
The length of time that customers are willing to wait for a service or before lowering their perception of the quality of service company is
directly related to the effectiveness of the queueing system used by the service company to manage customers
If the demand service exceeds the capacity of the service operation to perform the service, the alternatives include
make customers wait for the service, increase service capacity, and/or turn customers away
If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives include all the following except?
make service workers wait for the customers
Which new service distribution channel can be described as combining retail with entertainment elements?
Entertailing
A customer joins one of several available lines at a typical fast-food restaurant where there are several counter staff members ready to take orders supported by a common kitchen staff preparing the food. What type of queueing system is being used?
Multiple channel, multiple phase, multiple servers acting in parallel
Which of the following would not be considered an acceptable option in managing capacity when demand exceeds available service capacity?
Utilizing fewer facilitating products
Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant
single channel, multiple phase
Implicit services involve
such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects
