Learn smart chapter 9

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Which of the following are the aspects of the service encounter that Chase and Dasu suggest applying behavioral concepts?

-Judging encounter performance -The flow of the service experience -The flow of time

In a service organization, how management treats the _____ is how they will treat the public

worker

One bank customer interpreting a teller addressing her by her first name as a sign of warmth, while another customer feels that such informality is unbusinesslike is an example of

subjective preference variability

A service guarantee can be used for service improvement, but it can also be used during which of the following stages?

to design

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

unstructured

True or false: services can be inventoried

False

The _____ end and the _____ end of the encounter are not created equal

Front and back

Rank the following services from low to high in regards to sales opportunity

Mail contact Internet and on-site technology Phone contact Face-to-face tight specs Face-to-face loose specs Face-to-face total customization

The service_____, rather than a definable good, constitutes the major output of the development process

Package

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

Product-line approach

Which of the following approaches to delivering a service was made famous by McDonald's Corporation?

Production-line approach

Which of the following is not one of the basic types of customer-introduced variability?

Purchase variability

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

Puts customers in charge

Many parts of the service package are often defined by _______ the individuals receive before they become part of the service organization.

Training

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

True

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

True

True or false: a service organization exists to serve the customer

True

This accommodation strategy entails extra employees or additional employee skills to compensate for variations among customers;

Classic accommodation

The variation introduced by the customer into a service process causes a trade-off between which of the following?

Cost and quality

Too much capacity generates excessive

Costs

Which of the following are characteristics of a well-designed service system?

Each element of the service system is consistent with the operating focus of the firm It is user friendly It is robust It is structured so that consistent performance by its people and systems is easily maintained It provides effective links between the back office and the front office so that nothing falls between the cracks It manages the evidence of service quality in such a way that customers see the value of the service provided It is cost-effective

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

Which of the following is not one of the approaches to delivering a service?

Word-of-mouth approach

This accommodation strategy requires customers to engage in more self-service, use reservation systems, or adjust their expectations

classic reduction

The _____ is the focal point of all decisions and actions of the service organization

customer

The x-axis of the service-system matrix shows which of the following

degree of customer contact

Which of the following is not a feature of a service package?

location

Which of the following is not an element of the service triangle?

maintenance

More accommodation implies _____; less accommodation implies _____.

more cost, less-satisfied customer

Segment the _____ ; combine the _____.

pleasure and pain

A promise of service satisfaction backed up by a set of actions that must be taken to fulfill the promise is known as a

service guarantee

A bundle of goods and services that is provided in some environment

service package


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