tra chap 9

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?

MCdonalds

Which of the following are alternative possible service encounters included in the service-system design matrix

Mail contact

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

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

Puts customers in charge

Which of the following approaches 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 not 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

38. Which of the following is a characteristic that can be used to guide the design of service systems?

Services cannot be inventoried

Which of the following is a characteristic of a well-designed service system?

Each element of service system is consistent with the operating focus of the firm.

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

The customer controls the process

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 development process.

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

low production activity

In the service-system design matrix, a mail contact service encounter is expected to have which of the following

low sales opportunity

In designing service systems, as you go from mail contact to phone contact to face to face total customization, which of the following is most appropriate?

sales opportunity increases while degree of customer/server contact increases