Chapter 7: Service Processes
in the service-system design matrix to 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 include in the service-system design matrix?
mail contact
which following queue discipline is discussed in the textbook?
emergencies first
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 include in the service-system design matrix?
internet
which of the following is not a suggestion for managing queues presented in the textbook?
determine an acceptable waiting time for your customers
which of the following is not a queue discipline discussed in the textbook?
last in, first out
buying a ticket for a college football game where there are multiple windows to buy the ticket at features which type of queuing system line structure?
multichannel, single phase
buying food at a large food store with multiple checkout counters features which type of queuing system line structure?
multichannel, single phase
machine breakdown and repair in a twelve machine factory having one repair mechanic would develop which type of queuing system line structure concerning machine breakdowns?
multichannel, single phase
standing in line to buy a ticket for a movie where there are multiple windows to buy tickets is which type of queuing system line structure?
multichannel, single phase
which of the following is not a suggestion for managing queues presented in the textbook?
periodically close the service channel to temporarily disperse the line
Which of the following is a suggestion for managing queues that is mentioned in the textbook?
segment the customers
which of the following is a characteristic that can be used to guide the design of service systems?
services cannot be inventoried
in college registration process, several department heads have to approve an individual student's semester course load. what is the queuing system line structure?
single channel, multiphase
a roller coaster ride in an amusement park employs which type of queuing system line structure?
single channel, single phase
getting an autograph from a famous might involve standing in which type of queuing line structure?
single channel, single phase
which of the following is an example of a finite population in a queuing system?
the departmental faculty in line at the copy machine
in essence, a queuing system includes several major components. which of the following is not one of them?
the queue discipline
which of the following are the three major components of a queuing system?
the source population and the way customers arrive at the system, the serving system, and how customers exit the system.
which of the following is a suggestion for managing queues presented in the textbook?
train your servers to be friendly
which of the following is a suggestion for managing queues that is mentioned in the textbook?
train your servers to be friendly
which of the following refers to the physical presence of the customer in a service system?
customer contact
