Question 1

Strategies to increase the efficiency of service operations include all of the following except:

Accepted Answer

A) buffering. 
B) smoothing. 
C) anticipating. 
D) rationing. 
E) allocating. 
A) buffering. 
B) smoothing. 
C) anticipating. 
D) rationing. 
E) allocating. E

Question 2

Soft technologies refer to the:

Accepted Answer

A) personal touches that ultimately lead to customer satisfaction. 
B) flexible rules that can be bent to meet customer needs. 
C) guidelines that permit employee empowerment. 
D) hardware that facilitates the production of a standardized product. 
E) rules,regulations,and procedures that facilitate the production of a standardized product. 
A) personal touches that ultimately lead to customer satisfaction. 
B) flexible rules that can be bent to meet customer needs. 
C) guidelines that permit employee empowerment. 
D) hardware that facilitates the production of a standardized product. 
E) rules,regulations,and procedures that facilitate the production of a standardized product. E

Question 3

Describe the difficulties associated with applying efficiency models to service organizations.

Accepted Answer

The servuction system itself is an operations nightmare,since it is impossible to use inventories and impossible to decouple production from the customer.Instead of receiving demand at a constant rate,the system is linked directly to a market that frequently varies from day to day,hour to hour,and even minute to minute.This creates massive problems in capacity planning and utilization.

Question 4

According to Thompson's perfect-world model,perfect efficiency occurs when:

Accepted Answer

A) ​employees understand their jobs. 
B) ​role congruence occurs between customers and employees. 
C) ​inputs,outputs,and quality happen at a constant rate and remain known and certain. 
D) ​customer needs are being met. 
E) ​when the operation concentrates on performing one particular task in one particular part of the plant. 
A) ​employees understand their jobs. 
B) ​role congruence occurs between customers and employees. 
C) ​inputs,outputs,and quality happen at a constant rate and remain known and certain. 
D) ​customer needs are being met. 
E) ​when the operation concentrates on performing one particular task in one particular part of the plant.

Question 5

Discuss the type of operation that would typify peak efficiency.

Accepted Answer

J.D.Thompson has proposed that to operat

Question 6

Exhibit 5-1
The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
 
 $$\begin{array}{c}

\begin{array} { c c c } 
&\text { INFORMATION TABLE }\
\text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \
\text { A } & 10 \text { secs. } & \$ 6 \
\text { B } & 30 \text { secs. } & 7 \
\text { C } & 60 \text { secs. } & 7 \
\text { D } & 40 \text { secs. } & 7 \
\text { E } & 30 \text { secs. } & 7 \
\text { F } & 20 \text { secs. } & 8
\end{array}
\end{array}$$
-Refer to Exhibit 5-1.How many customers can this cafeteria process in an hour?

Accepted Answer

A) 360 
B) 120 
C) 90 
D) 240 
E) 180 
A) 360 
B) 120 
C) 90 
D) 240 
E) 180

Question 7

The most common mistake made when constructing a service blueprint is:

Accepted Answer

A) bottlenecks are not identified correctly. 
B) failure points are not identified correctly. 
C) the blueprint is one-sided − representing only the firm's perception of the process. 
D) script norms are misunderstood. 
E) the time frame for service execution is miscalculated. 
A) bottlenecks are not identified correctly. 
B) failure points are not identified correctly. 
C) the blueprint is one-sided − representing only the firm's perception of the process. 
D) script norms are misunderstood. 
E) the time frame for service execution is miscalculated.

Question 8

With regards to constructing a service blueprint,the time required to perform one activity at one station is called:

Accepted Answer

A) ​process time. 
B) ​activity time. 
C) ​maximum output per hour. 
D) ​operation time. 
E) ​bottleneck time. 
A) ​process time. 
B) ​activity time. 
C) ​maximum output per hour. 
D) ​operation time. 
E) ​bottleneck time.

Question 9

A volume-oriented positioning strategy is achieved by:

Accepted Answer

A) increasing divergence. 
B) reducing divergence. 
C) increasing complexity. 
D) reducing complexity. 
E) unbundling the service. 
A) increasing divergence. 
B) reducing divergence. 
C) increasing complexity. 
D) reducing complexity. 
E) unbundling the service.

Question 10

An automatic teller machine (ATM) is an example of:

Accepted Answer

A) production-lining. 
B) isolating the technical core. 
C) decoupling. 
D) creating flexible capacity. 
E) moving the time of demand. 
A) production-lining. 
B) isolating the technical core. 
C) decoupling. 
D) creating flexible capacity. 
E) moving the time of demand.

Question 11

The strategy of breaking up large,unfocused plants into smaller units buffered from one another so that each can be focused separately is referred to as:

Accepted Answer

A) the perfect-world model. 
B) operations segmentation. 
C) the plant-within-a-plant concept. 
D) operations segregation. 
E) management by focus. 
A) the perfect-world model. 
B) operations segmentation. 
C) the plant-within-a-plant concept. 
D) operations segregation. 
E) management by focus.

Question 12

The objective of decoupling is:

Accepted Answer

A) separating consumption in time and space. 
B) unbundling services so that they may be purchased separately. 
C) separating the technical core of the operation from the high customer contact areas of the firm so that efficiencies may be achieved. 
D) managing consumers so that they do not negatively influence one another's service experience. 
E) separating co-workers who,due to their differences,decrease the operational efficiency of the system. 
A) separating consumption in time and space. 
B) unbundling services so that they may be purchased separately. 
C) separating the technical core of the operation from the high customer contact areas of the firm so that efficiencies may be achieved. 
D) managing consumers so that they do not negatively influence one another's service experience. 
E) separating co-workers who,due to their differences,decrease the operational efficiency of the system.

Question 13

Exhibit 5-1
The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
 
 $$\begin{array}{c}

\begin{array} { c c c } 
&\text { INFORMATION TABLE }\
\text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \
\text { A } & 10 \text { secs. } & \$ 6 \
\text { B } & 30 \text { secs. } & 7 \
\text { C } & 60 \text { secs. } & 7 \
\text { D } & 40 \text { secs. } & 7 \
\text { E } & 30 \text { secs. } & 7 \
\text { F } & 20 \text { secs. } & 8
\end{array}
\end{array}$$
-Refer to Exhibit 5-1.Assuming one service provider per counter and based on its current configuration,the cafeteria's service cost per meal is:

Accepted Answer

A) $42.00 
B) $0.11 
C) $0.46 
D) $2.14 
E) $0.62 
A) $42.00 
B) $0.11 
C) $0.46 
D) $2.14 
E) $0.62

Question 14

Which of the following is NOT one of the broad categories of strategies used to overcome the problems of service operations?

Accepted Answer

A) isolating the technical core 
B) production-lining the whole system 
C) creating flexible capacity 
D) increasing customer participation 
E) maximizing the servuction system 
A) isolating the technical core 
B) production-lining the whole system 
C) creating flexible capacity 
D) increasing customer participation 
E) maximizing the servuction system

Question 15

A service operation consists of four stations.Station 1 can process 150 customers per hour.Station 2 can process 300 customers per hour.Stations 3 can process 100 customers per hour,and Station 4 can process 150 customers per hour.What is the maximum number of customers the entire operation can process in an hour?

Accepted Answer

A) 700 
B) 300 
C) 175 
D) 150 
E) ​100 
A) 700 
B) 300 
C) 175 
D) 150 
E) ​100

Question 16

The strategy that surrounds the technical core of the operation with input and output components is called:

Accepted Answer

A) buffering. 
B) smoothing. 
C) anticipating. 
D) rationing. 
E) allocating. 
A) buffering. 
B) smoothing. 
C) anticipating. 
D) rationing. 
E) allocating.

Question 17

The positioning strategy that increases divergence so that the operation can tailor the service experience to each customer is referred to as a:

Accepted Answer

A) niche positioning strategy. 
B) volume-oriented positioning strategy. 
C) specialization positioning strategy. 
D) penetration strategy. 
E) market diversification strategy. 
A) niche positioning strategy. 
B) volume-oriented positioning strategy. 
C) specialization positioning strategy. 
D) penetration strategy. 
E) market diversification strategy.

Question 18

Exhibit 5-1
The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
 
 $$\begin{array}{c}

\begin{array} { c c c } 
&\text { INFORMATION TABLE }\
\text { Counter(s) } & \text { Activity Time } & \text { Wage per Person per Hour } \
\text { A } & 10 \text { secs. } & \$ 6 \
\text { B } & 30 \text { secs. } & 7 \
\text { C } & 60 \text { secs. } & 7 \
\text { D } & 40 \text { secs. } & 7 \
\text { E } & 30 \text { secs. } & 7 \
\text { F } & 20 \text { secs. } & 8
\end{array}
\end{array}$$
-Refer to Exhibit 5-1. What is the activity time for Counter C?

Accepted Answer

A) 10 seconds 
B) 20 seconds 
C) 30 seconds 
D) 45 seconds 
E) 60 seconds 
A) 10 seconds 
B) 20 seconds 
C) 30 seconds 
D) 45 seconds 
E) 60 seconds

Question 19

​The strategy that resorts to triage when the demands placed on the system by the environment exceed its ability to handle them is referred to as:

Accepted Answer

A) ​buffering. 
B) ​smoothing. 
C) ​anticipating. 
D) ​rationing. 
E) ​allocating. 
A) ​buffering. 
B) ​smoothing. 
C) ​anticipating. 
D) ​rationing. 
E) ​allocating.

Question 20

All of the following are examples of the technical core within an organization except the:

Accepted Answer

A) kitchen in restaurant. 
B) surgical room in a hospital. 
C) service bay at an auto repair facility. 
D) waiting area at a dentist's office. 
E) projection booth in a movie theater.​ 
A) kitchen in restaurant. 
B) surgical room in a hospital. 
C) service bay at an auto repair facility. 
D) waiting area at a dentist's office. 
E) projection booth in a movie theater.​

Strategies to increase the efficiency of service operations include all of the following except:

Soft technologies refer to the:

Describe the difficulties associated with applying efficiency models to service organizations.

According to Thompson's perfect-world model,perfect efficiency occurs when:

Discuss the type of operation that would typify peak efficiency.

The most common mistake made when constructing a service blueprint is:

With regards to constructing a service blueprint,the time required to perform one activity at one station is called:

A volume-oriented positioning strategy is achieved by:

An automatic teller machine (ATM) is an example of:

The strategy of breaking up large,unfocused plants into smaller units buffered from one another so that each can be focused separately is referred to as:

The objective of decoupling is:

Which of the following is NOT one of the broad categories of strategies used to overcome the problems of service operations?

The strategy that surrounds the technical core of the operation with input and output components is called:

The positioning strategy that increases divergence so that the operation can tailor the service experience to each customer is referred to as a:

The strategy that resorts to triage when the demands placed on the system by the environment exceed its ability to handle them is referred to as:

All of the following are examples of the technical core within an organization except the:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 5: The Service Delivery Process

Strategies to increase the efficiency of service operations include all of the following except:

Soft technologies refer to the:

Describe the difficulties associated with applying efficiency models to service organizations.

According to Thompson's perfect-world model,perfect efficiency occurs when:

Discuss the type of operation that would typify peak efficiency.

The most common mistake made when constructing a service blueprint is:

With regards to constructing a service blueprint,the time required to perform one activity at one station is called:

A volume-oriented positioning strategy is achieved by:

An automatic teller machine (ATM) is an example of:

The strategy of breaking up large,unfocused plants into smaller units buffered from one another so that each can be focused separately is referred to as:

The objective of decoupling is:

Which of the following is NOT one of the broad categories of strategies used to overcome the problems of service operations?

The strategy that surrounds the technical core of the operation with input and output components is called:

The positioning strategy that increases divergence so that the operation can tailor the service experience to each customer is referred to as a:

​The strategy that resorts to triage when the demands placed on the system by the environment exceed its ability to handle them is referred to as:

All of the following are examples of the technical core within an organization except the:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

The strategy that resorts to triage when the demands placed on the system by the environment exceed its ability to handle them is referred to as: