Exam 9: Service Processes

Effective management of services requires a clear focus on understanding operations, so much so that it may even require the exclusion of consideration of marketing or personnel.

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

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

A service business is an organization whose primary business requires interaction with customers to produce the service.

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

Customer contact refers to creation of the service.

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

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

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

Which of the following is one of the three contrasting approaches to delivering on-site service?

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