Question 1

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

A)  High sales opportunity
B)  High degree of customer/server contact
C)  Low production efficiency
D)  High production efficiency
E)  None of the aboveF) A) and C)
G) B) and E)

Question 2

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Accepted Answer

A)  The process and product must be developed at the same time.
B)  Many service organizations can change their service offerings virtually overnight. 
C)   Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization.
D)  The service package, rather than a definable good, is the output of the development process.
E)  Service operations can be protected by patents, manufacturing operations cannot.F) A) and B)
G) A) and C)

Question 3

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

Accepted Answer

A)  Ritz-Carlton Hotel Company
B)  McDonald's Corporation
C)  Prudential Insurance Company
D)  Southwest Airlines
E)  CitibankF) A) and B)
G) None of the above

Question 4

The work process involved in providing the service must involve the physical presence of the customer in the system.

Accepted Answer

A) True 
 B)False

Question 5

In a service operation, what are the materials purchased or consumed by the buyer called?

Accepted Answer

The answer of In a service operation, what are the...

Question 6

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

Accepted Answer

A)  Low sales opportunity
B)  Low production efficiency
C)  High production efficiency
D)  Low degree of customer/server contact
E)  None of the aboveF) B) and C)
G) B) and E)

Question 7

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Accepted Answer

A)  The service process and service product can be developed independently
B)  The service package has the same legal protection available to manufactured goods
C)  The service package is the major output of the development process
D)  Manufacturing is far more capital intensive than services
E)  Capacity decisions are much more critical in manufacturing operationsF) A) and B)
G) D) and E)

Question 8

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 9

What are the psychological benefits that the customer may sense only vaguely called?

Accepted Answer

The answer of What are the psychological benefits that the...

Question 10

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A)  Creation of the service
B)  Customer contact
C)  Intermittent production
D)  Continuous production
E)  None of the aboveF) A) and E)
G) B) and D)

Question 11

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Accepted Answer

A) True 
 B)False

Question 12

Services often take the form of repeated encounters involving face-to-face interactions.

Accepted Answer

A) True 
 B)False

Question 13

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Accepted Answer

A) True 
 B)False

Question 14

Service strategy begins by integrating operations and strategy.

Accepted Answer

A) True 
 B)False

Question 15

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A)  Talent
B)  Teamwork
C)  Trust
D)  Treatment
E)  TimeF) B) and C)
G) C) and D)

Question 16

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

Accepted Answer

A)  Services cannot be inventoried
B)  Services are all similar
C)  Quality work means quality service
D)  Services businesses are inherently entrepreneurial
E)  Even service businesses have internal servicesF) A) and B)
G) B) and E)

Question 17

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A)  Task
B)  Time
C)  Teamwork
D)  Trust
E)  TalentF) C) and E)
G) B) and C)

Question 18

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Accepted Answer

A)  Production line approach
B)  Personal attention approach
C)  Quality approach
D)  Do-it-yourself approach
E)  Self-service approachF) A) and E)
G) All of the above

Question 19

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

Accepted Answer

A)  Provides a unconditional service guarantee
B)  Each element of service system is consistent with the operating focus of the firm
C)  The front end of the service encounter is equal to the back end
D)  It segments the pleasure for the customer
E)  It lets the customer control the processF) A) and D)
G) All of the above

Question 20

Poka-Yoke is roughly translated from Japanese as "Quality Management."

Accepted Answer

A) True 
 B)False

Exam 7: Service Processes

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In a service operation, what are the materials purchased or consumed by the buyer called?

Correct AnswerverifiedShow Answer

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Correct AnswerverifiedShow Answer

The work process involved in providing the service must involve the physical presence of the customer in the system.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Correct AnswerverifiedShow Answer

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Correct AnswerverifiedShow Answer

Poka-Yoke is roughly translated from Japanese as "Quality Management."

Correct AnswerverifiedShow Answer

Service strategy begins by integrating operations and strategy.

Correct AnswerverifiedShow Answer

A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Correct AnswerverifiedShow Answer

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

Correct AnswerverifiedShow Answer

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Correct AnswerverifiedShow Answer

Which of the following refers to the physical presence of the customer in a service system?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Choosing how to accommodate customer induced variability in a service business is the decision of the front-line service provider.

Correct AnswerverifiedShow Answer

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

Correct AnswerverifiedShow Answer

What are the psychological benefits that the customer may sense only vaguely called?

Correct AnswerverifiedShow Answer

Services often take the form of repeated encounters involving face-to-face interactions.

Correct AnswerverifiedShow Answer

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified