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Exam 1: Goods, Services, and Operations Management

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Question 31

True/False

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Today, almost half of the jobs in the U.S. economy are in goods-producing industries.

A) True
B) False

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Question 32

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Which of the following statements is TRUE of goods and services?

A) A variant is always a durable good with new features.
B) An automobile is a nondurable good.
C) Demand for goods is more difficult to predict than demand for services.
D) Normally, patents do not protect services.

E) C) and D)
F) A) and C)

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Question 33

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The higher the customer participation, the more uncertainty the firm has with respect to service time.

Identify a FALSE statement about goods and services.

A toothbrush is an example of a nondurable good.

As manufacturers sought to customize their products for global markets and increase the variety of goods and service, they were able to leverage the mass production methods that are very efficient and cost-effective.

Which of the following is lowest in goods content and highest in service content?

Provide examples of business practices that support the three dimensions of sustainability (environmental, social, and economic).

Which of the following statements is NOT true regarding the differences between goods and services?

Product safety is an example of a(n) _____ sustainability practice.

The demand for services is usually easier to predict than the demand for goods.

Support processes typically include all of the following EXCEPT _____.

A customer benefit package (CBP) consists of both a primary good and a primary service.

A process can be designed by operations managers independently of the choice of a customer benefit package, which is chosen exclusively by marketing staff.

Discuss the six key current challenges in operations management (OM) that managers need to understand.

Peripheral goods and services are NOT essential to a primary good or service.

A customer benefit package (CBP) includes _____.

Explain the concept of a service encounter with examples. How does a service encounter relate to a moment of truth?

The reason that many Japanese firms captured major shares of world markets in the 1970s was a result of their focus on quality rather than efficiency.

Discuss the significant differences between goods and services.