Exam 12: Managing Services

How a person establishes expectations for a service they have never purchased but plan to purchase is influenced by each of the following EXCEPT:

During the opening and closing weekends of the Hotel de Glace,prices almost double.This is an example of:

Services such as restaurants and child care are evaluated on _____ properties.

Where would potatoes,a photographic studio,and a psychologist fit into the service continuum?

After receiving your air ticket,you realize it is an aisle seat; you dislike aisle seats because the drink cart always hits your elbow! You head to the check-in counter where two flight attendants are conversing among themselves,seemingly ignoring you.You wait for one minute before clearing your throat,and asking if there are any window seats available.The flight attendants were not very _____________ to you standing there.

Which group of activities below is ranked from the LOWEST cost of inventory to HIGHEST cost of inventory?

You are flying first class from Halifax to Vancouver for a well-deserved vacation.Right behind first class a passenger is playing the harmonica loudly and it is obvious that he has had too much to drink.Your perception of the airline changes and you may not choose this airline again.Because you associate the drunken harmonica player with the airline,this is a problem with ______________ when it comes to the uniqueness of services.

Which of the organizations listed below has the lowest inventory carrying cost?

Using a workflow mapping tool such as Microsoft VISIO would come in handy when creating a:

The "service continuum" is a range from the tangible to the intangible or good-dominant to service-dominant offerings.According to our text,which item is equally weighted between goods and services?

Service firms are realizing that all _____ aspects of quality must be present for a success _________________ program.

Hard Rock Cafés are designed to spread the spirit of rock 'n' roll by delivering an exceptional entertainment and dining ____.

Experts suggest that "________ will be the currency of the future."

Don is graduating and takes his relative to dinner after the ceremony.At the restaurant,the waitperson never fills up their water glasses,ignores their requests and seems to "forget" about their table.Don notes that the last time he was at this same restaurant the experience was completely different (and MUCH better).This scenario illustrates the _____ of services.

According to the text,service providers are likely to see success in their business if they can:

All of the following might be used to create an authentic experience for a customer,except:

Which job below is likely to have the lowest idle production capacity?

Another name for the steps in a service process is ____.

Before moving out of their apartment,Brad and Kim Westgate decided to have their carpets cleaned by Service Master,a company specializing in professional carpet cleaning.The carpet cleaners arrived at Brad and Kim's apartment,unpacked their equipment,cleaned the carpets,packed up their tools,and drove away in their bright yellow van.The service provided by Service Master,could not be held,touched,or seen before the purchase decision.This scenario illustrates the _____ of services.

Just-in-time (JIT)inventory focuses on efficient and effective supply to customers.This is very similar to the concept of: