Question 1

Services that individuals do not choose to engage are referred to as ________ services.

Accepted Answer

A)  internal 
B)  voluntary 
C)  intangible 
D)  involuntary 
E)  external 
A)  internal 
B)  voluntary 
C)  intangible 
D)  involuntary 
E)  external

Question 2

Which of the following statements is true?

Accepted Answer

A)  Tangible service attributes cannot be inventoried or carried in stock over long periods of time. 
B)  The homogeneous nature of services means that no two services are exactly the same. 
C)  Production and consumption of services often occur simultaneously. 
D)  Customers cannot exert control over the service provider to achieve customization. 
E)  Customers tend to be more involved in the production of goods than in the production of services. 
A)  Tangible service attributes cannot be inventoried or carried in stock over long periods of time. 
B)  The homogeneous nature of services means that no two services are exactly the same. 
C)  Production and consumption of services often occur simultaneously. 
D)  Customers cannot exert control over the service provider to achieve customization. 
E)  Customers tend to be more involved in the production of goods than in the production of services.

Question 3

Service supply chains are bidirectional, which means that service customers actually provide inputs to the supply chain.

Accepted Answer

A) True 
 B)False

Question 4

The idea behind fail-safing is to ensure that ________.

Accepted Answer

A)  certain errors will never occur 
B)  customer expectations are met 
C)  the highest risks are eliminated 
D)  forward planning takes place 
E)  the importance of quality is not neglected 
A)  certain errors will never occur 
B)  customer expectations are met 
C)  the highest risks are eliminated 
D)  forward planning takes place 
E)  the importance of quality is not neglected

Question 5

W. Edwards Deming developed the SERVQUAL survey for assessing services quality.

Accepted Answer

A) True 
 B)False

Question 6

State the advantages of the SERVQUAL instrument.

Accepted Answer

An important tool developed by Parasuram

Question 7

The participation of a customer in the delivery of a service product is called ________.

Accepted Answer

A)  customer interaction 
B)  customer coproduction 
C)  customer conformity 
D)  customer proactivity 
E)  customer compliance 
A)  customer interaction 
B)  customer coproduction 
C)  customer conformity 
D)  customer proactivity 
E)  customer compliance

Question 8

What is the first step in the development of a service blueprint?

Accepted Answer

A)  Identify processes. 
B)  Isolate fail points. 
C)  Establish a time frame. 
D)  Eliminate highest risks. 
E)  Analyze profits. 
A)  Identify processes. 
B)  Isolate fail points. 
C)  Establish a time frame. 
D)  Eliminate highest risks. 
E)  Analyze profits.

Question 9

Explain service transaction analysis (STA).

Accepted Answer

STA is a service improvement technique t

Question 10

Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.

Accepted Answer

External services are those whose custom

Question 11

What is services blueprinting?

Accepted Answer

A services blueprint is a flowchart that

Question 12

A ________ is a flowchart that isolates potential fail points in a process.

Accepted Answer

A)  services statement 
B)  services draft 
C)  services plan 
D)  services blueprint 
E)  services data table 
A)  services statement 
B)  services draft 
C)  services plan 
D)  services blueprint 
E)  services data table

Question 13

The heterogeneous nature of services means that ________.

Accepted Answer

A)  no two services are exactly the same 
B)  they cannot be inventoried 
C)  customers cannot be involved in the production of the service 
D)  production and consumption of services occur simultaneously 
E)  they cannot be carried in stock over long periods of time 
A)  no two services are exactly the same 
B)  they cannot be inventoried 
C)  customers cannot be involved in the production of the service 
D)  production and consumption of services occur simultaneously 
E)  they cannot be carried in stock over long periods of time

Question 14

Responsiveness, assurance, and intangibles are three of the dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 15

Intangible service attributes cannot be inventoried or carried in stock over long periods of time.

Accepted Answer

A) True 
 B)False

Question 16

In a customer benefits package, intangibles are referred to as ________.

Accepted Answer

A)  service-content 
B)  goods-content 
C)  quality-content 
D)  process-content 
E)  product-content 
A)  service-content 
B)  goods-content 
C)  quality-content 
D)  process-content 
E)  product-content

Question 17

The first stage of the service benefit package design process is the definition of a services package.

Accepted Answer

A) True 
 B)False

Question 18

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the tangibles construct.   What is the difference for the tangibles dimension?

Accepted Answer

A)  -1.50 
B)  -0.575 
C)  1.50 
D)  0.575 
E)  not enough data to determine the answer 
A)  -1.50 
B)  -0.575 
C)  1.50 
D)  0.575 
E)  not enough data to determine the answer

Question 19

Which of the following best defines the back office in a service blueprint?

Accepted Answer

A)  the area in the firm where the majority of the work is done 
B)  the portion of the firm's activities that the customer cannot see but are necessary to perform 
C)  the portion of the firm's activities that the customer can see 
D)  the area in the firm where the majority of the profitability is generated 
E)  the area in the firm where the employees plan quality initiatives 
A)  the area in the firm where the majority of the work is done 
B)  the portion of the firm's activities that the customer cannot see but are necessary to perform 
C)  the portion of the firm's activities that the customer can see 
D)  the area in the firm where the majority of the profitability is generated 
E)  the area in the firm where the employees plan quality initiatives

Question 20

Voluntary services are services that we actively seek out and employ of our own accord.

Accepted Answer

A) True 
 B)False

Services that individuals do not choose to engage are referred to as ________ services.

Which of the following statements is true?

Service supply chains are bidirectional, which means that service customers actually provide inputs to the supply chain.

The idea behind fail-safing is to ensure that ________.

W. Edwards Deming developed the SERVQUAL survey for assessing services quality.

State the advantages of the SERVQUAL instrument.

The participation of a customer in the delivery of a service product is called ________.

What is the first step in the development of a service blueprint?

Explain service transaction analysis (STA).

Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.

What is services blueprinting?

A ________ is a flowchart that isolates potential fail points in a process.

The heterogeneous nature of services means that ________.

Responsiveness, assurance, and intangibles are three of the dimensions of service quality.

Intangible service attributes cannot be inventoried or carried in stock over long periods of time.

In a customer benefits package, intangibles are referred to as ________.

The first stage of the service benefit package design process is the definition of a services package.

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the tangibles construct. What is the difference for the tangibles dimension?

Which of the following best defines the back office in a service blueprint?

Voluntary services are services that we actively seek out and employ of our own accord.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 8: Designing Quality Services

Services that individuals do not choose to engage are referred to as ________ services.

Which of the following statements is true?

Service supply chains are bidirectional, which means that service customers actually provide inputs to the supply chain.

The idea behind fail-safing is to ensure that ________.

W. Edwards Deming developed the SERVQUAL survey for assessing services quality.

State the advantages of the SERVQUAL instrument.

The participation of a customer in the delivery of a service product is called ________.

What is the first step in the development of a service blueprint?

Explain service transaction analysis (STA).

Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.

What is services blueprinting?

A ________ is a flowchart that isolates potential fail points in a process.

The heterogeneous nature of services means that ________.

Responsiveness, assurance, and intangibles are three of the dimensions of service quality.

Intangible service attributes cannot be inventoried or carried in stock over long periods of time.

In a customer benefits package, intangibles are referred to as ________.

The first stage of the service benefit package design process is the definition of a services package.

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the tangibles construct. What is the difference for the tangibles dimension?

Which of the following best defines the back office in a service blueprint?

Voluntary services are services that we actively seek out and employ of our own accord.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters