Question 1

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 2

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

Accepted Answer

implicit services
Explanation:

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Question 5

Which of the following is not part of "the service triangle"?

Accepted Answer

A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter 
A) Employees 
B) Support systems 
C) Customers 
D) Service strategy 
E) Service encounter

Question 6

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

Accepted Answer

A) True 
 B)False

Question 7

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Accepted Answer

A) True 
 B)False

Question 8

Implicit services are not part of the service package.

Accepted Answer

A) True 
 B)False

Question 9

When recovering from a defective service encounter, a botched task calls for material compensation.

Accepted Answer

A) True 
 B)False

Question 10

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

Accepted Answer

A) True 
 B)False

Question 11

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 approach 
A)  Production-line approach 
B)  Personal-attention approach 
C)  Quality approach 
D)  Do-it-yourself approach 
E)  Self-service approach

Question 12

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) Time 
A) Talent 
B) Teamwork 
C) Trust 
D) Treatment 
E) Time

Question 13

Contrast the "personal attention approach" to service with the "assembly-line approach." In your opinion, which is superior? Why?

Accepted Answer

The text describes these approaches usin

Question 14

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

Accepted Answer

A) Quality approach 
B) Stock market approach 
C) Production-line approach 
D) Retail approach 
E) Professional approach 
A) Quality approach 
B) Stock market approach 
C) Production-line approach 
D) Retail approach 
E) Professional approach

Question 15

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service? _______________________________________
C.H.Lovelock and R.
F.Young propose that the service process can be enhanced by having the customer take a greater role in the production of the service.

Accepted Answer

the self-s

Question 16

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.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Accepted Answer

A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter 
A) Face-to-face distance 
B) Internet 
C) Questionnaire response 
D) Automated teller (ATM) 
E) Response card encounter

Question 18

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

Accepted Answer

A) True 
 B)False

Question 19

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) Talent 
A) Task 
B) Time 
C) Teamwork 
D) Trust 
E) Talent

Question 20

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

Accepted Answer

A) True 
 B)False

Exam 9: Service Processes

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

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

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

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

Which of the following is not part of "the service triangle"?

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Implicit services are not part of the service package.

When recovering from a defective service encounter, a botched task calls for material compensation.

The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.

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

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?

Contrast the "personal attention approach" to service with the "assembly-line approach." In your opinion, which is superior? Why?

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

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.

Which of the following is an alternative possible service encounter included in the service-system design matrix?

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

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?

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

Introduction

Strategy

Design of Products and Services

Project Management

Strategic Capacity Management

Learning Curves

Manufacturing Processes

Facility Layout

Waiting Line Analysis and Simulation

Process Design and Analysis

Six Sigma Quality

Statistical Quality Control

Lean Supply Chains

Logistics Distribution, and Transportation

Global Sourcing and Procurement

Enterprise Resource Planning Systems

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Theory of Constraints

Health Care

Operations Consulting

Filters