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What are the five types of customer-induced variability according to Frei?

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(1)Arrival variability (2)Requ...

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High-contact and low-contact services can also be classified as front room and back room operations.

A) True
B) False

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True

Which of the following is not an example of a high labor-intensive service?


A) Retail trade
B) Personal services
C) Business services
D) Auto repair
E) Insurance agents and service

F) None of the above
G) C) and D)

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It is often good to have many conditions in a service guarantee as these conditions minimize the chances of a service failure.

A) True
B) False

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McDonald's uses what Levitt refers to as "the job shop type approach to service."

A) True
B) False

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A good service guarantee:


A) Is often an advertising gimmick
B) Is an honest assurance that the customer will be satisfied
C) Has many stipulations and conditions
D) Costs a lot

E) B) and D)
F) A) and D)

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The major difference between the service matrix and the product-process matrix is that service process design generally does not vary with customer volume.

A) True
B) False

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True

An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is:


A) Retailing
B) Hotels
C) Law practice
D) Schools
E) Hospitals

F) A) and B)
G) A) and C)

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The service-profit chain shows that _____ is the key to profitability.


A) customer loyalty
B) customer satisfaction
C) customer contact
D) employee productivity
E) employee retention

F) C) and D)
G) A) and B)

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Which of the following is NOT a significant difference between manufacturing and service operations?


A) Ownership transfer
B) Transportation
C) Customer contact
D) Resale
E) Cost per unit

F) A) and B)
G) B) and E)

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The key to service profitability is focusing on customers and front-line employees as paramount in importance.

A) True
B) False

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Which of the following are characteristics of a low-contact service delivery system?


A) Lower costs and more standardization
B) Greater flexibility,need for people who are highly skilled in interpersonal relations,and a customer orientation
C) Need for people with a high level of technical skills oriented toward efficient processing,well-defined procedures,and smooth flow
D) Both a and c
E) All of the above

F) B) and C)
G) C) and E)

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Estate planning would be an example of a:


A) Co-routed service
B) Customer-routed service
C) Provider-routed service
D) None of the above

E) A) and B)
F) All of the above

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Design a service delivery system for a new airline company operating between Minneapolis- St.Paul International Airport (MSP)and Los Angeles International Airport (LAX).The route between MSP and LAX is extremely competitive with several major airliners providing daily service.How can your design help the new airline company dominate the existing competition?

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The service product bundle in this case ...

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Which of the following is NOT a general characteristic of a service?


A) Production and consumption are simultaneous
B) The service can be transported
C) No resale is possible
D) The service cannot be stored

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

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Which of the following is NOT an element of the service-product bundle?


A) Facilitating goods
B) Explicit service
C) Implicit service
D) Value of goods/service
E) Tangible service provided

F) All of the above
G) B) and E)

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Which of the following is not included in internal service quality?


A) Workplace design
B) Job design
C) Employee selection
D) Product design
E) Employee recognition

F) B) and E)
G) None of the above

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Identify some of the prominent differences between service operations and manufacturing operations.Think of certain challenges/problems that are unique to service operations and describe some methods to overcome them.

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provides some of the prominent differenc...

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The degree of customer contact measures:


A) The amount of time the customer is separated from the service delivery system
B) The amount of time the customer is in the service delivery system while the service is being produced
C) The customization abilities of the service system
D) None of the above

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

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Which of the following is NOT a characteristic of service operations?


A) Intangible output
B) No resale is possible
C) The buyer can perform part of the production
D) Product cannot be stored
E) Ownership is transferred at time of purchase

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

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E

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