Exam 4: Service Design

An unfilled seat on an airline flight is an example of

In a service operation,the higher the level of customer interaction

It is often said that the customer is the key or central element in most service system operations.Why is that?

Critical fractile is the threshold at which the element of service design moves from independent processing to direct interaction.

A tool that managers can use when designing service delivery systems is a

FedEx equipping employees with portable terminals that check the accuracy of postal codes listed on the package address when mailing is an example of

A tool which looks like a flowchart that managers use when designing service delivery systems is a ________.

Unused capacity (at times of low demand)that is lost forever,and cannot be used to meet later demand is called ________.

Service operations are production processes wherein each customer is a supplier of process inputs.

________ is the term used to describe customer participation in the service delivery process.

________ is used to determine how a waiting line is organized for a given phase of a system.

When customers perform steps in the service operation independently,it is called do-it-yourself (DIY).

In a service system,the product is a process.

Some service offerings have no interaction between the service provider and customers.

In manufacturing,what is used as a key resource for dealing with fluctuations in demand?

Because of simultaneity,service production usually cannot be ________.