Question 1

Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.

Accepted Answer

A) True 
 B)False

Question 2

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

Accepted Answer

A) True 
 B)False

Question 3

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Accepted Answer

A) True 
 B)False

Question 4

Queuing analysis includes arrival characteristics such as balking and reneging.

Accepted Answer

A) True 
 B)False

Question 5

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Accepted Answer

A) ​Service Capacity 
B) ​Capacity Utilization 
C) ​Productivity Potential 
D) ​Service Throughput 
A) ​Service Capacity 
B) ​Capacity Utilization 
C) ​Productivity Potential 
D) ​Service Throughput

Question 6

David Maister's First Rule of Service is:

Accepted Answer

A) ​It always takes longer than you think to perform the service 
B) You can't please all the customers all the time 
C) ​Satisfaction = perception - expectation 
D) ​Under-promise and over-deliver 
A) ​It always takes longer than you think to perform the service 
B) You can't please all the customers all the time 
C) ​Satisfaction = perception - expectation 
D) ​Under-promise and over-deliver

Question 7

The four primary activities of concern in service response logistics are the management of:

Accepted Answer

A) ​Distribution channels,service quality,reputation and waiting times 
B) ​Service capacity,waiting times,distribution channels and service quality 
C) ​Labor standards,distribution channels,waiting times and service quality 
D) ​Service capacity,visual workplace,waiting times and distribution channels 
A) ​Distribution channels,service quality,reputation and waiting times 
B) ​Service capacity,waiting times,distribution channels and service quality 
C) ​Labor standards,distribution channels,waiting times and service quality 
D) ​Service capacity,visual workplace,waiting times and distribution channels

Question 8

The optimal capacity utilization for an organization would be 100%.

Accepted Answer

A) True 
 B)False

Question 9

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

Accepted Answer

A) True 
 B)False

Question 10

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Accepted Answer

A) True 
 B)False

Question 11

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

Accepted Answer

A) ​Service Shrink 
B) ​Deming's Decline 
C) ​State Utility 
D) ​Baumol's Disease 
A) ​Service Shrink 
B) ​Deming's Decline 
C) ​State Utility 
D) ​Baumol's Disease

Question 12

The three generic competitive strategies are:

Accepted Answer

A) ​profit-based,nonprofits,and free services 
B) ​cost leadership,differentiation,and focus 
C) ​manufacturing,service,and retail 
D) ​mass-production,make-to-order,and services 
A) ​profit-based,nonprofits,and free services 
B) ​cost leadership,differentiation,and focus 
C) ​manufacturing,service,and retail 
D) ​mass-production,make-to-order,and services

Question 13

In most services,customers are either directly or indirectly involved in the production of the service itself.

Accepted Answer

A) True 
 B)False

Question 14

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

Accepted Answer

A) ​Reliability 
B) ​Responsiveness 
C) ​Reasonability 
D) ​Assurance 
A) ​Reliability 
B) ​Responsiveness 
C) ​Reasonability 
D) ​Assurance

Question 15

Which of the following is an example of a person that would be considered to provide a Pure Service?

Accepted Answer

A) ​Attorney/Lawyer 
B) ​Management Consultant 
C) ​Musical Entertainer 
D) ​All of these 
A) ​Attorney/Lawyer 
B) ​Management Consultant 
C) ​Musical Entertainer 
D) ​All of these

Question 16

Which of the following is NOT a technique for managing customers' perceived waiting times:

Accepted Answer

A) ​Grouping customers 
B) ​Hiding the wait time 
C) ​Keeping customers occupied 
D) ​Starting the service quickly 
A) ​Grouping customers 
B) ​Hiding the wait time 
C) ​Keeping customers occupied 
D) ​Starting the service quickly

Question 17

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

Accepted Answer

A) True 
 B)False

Question 18

First-come-first-served is an example of a(n):

Accepted Answer

A) ​queue discipline 
B) ​unfair waiting policy 
C) ​channel queuing arrangement 
D) ​single-phase queue design 
A) ​queue discipline 
B) ​unfair waiting policy 
C) ​channel queuing arrangement 
D) ​single-phase queue design

Question 19

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer. )

Accepted Answer

A) ​0.167 
B) ​0.75 
C) ​0.125 
D) ​1.33 
A) ​0.167 
B) ​0.75 
C) ​0.125 
D) ​1.33

Question 20

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Accepted Answer

A) True 
 B)False

Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Queuing analysis includes arrival characteristics such as balking and reneging.

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

David Maister's First Rule of Service is:

The four primary activities of concern in service response logistics are the management of:

The optimal capacity utilization for an organization would be 100%.

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

The three generic competitive strategies are:

In most services,customers are either directly or indirectly involved in the production of the service itself.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

Which of the following is an example of a person that would be considered to provide a Pure Service?

Which of the following is NOT a technique for managing customers' perceived waiting times:

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

First-come-first-served is an example of a(n):

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer. )

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

Exam 12: Service Response Logistics

Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.

Departmental layouts that reduce distances traveled are designed to reduce the travel times of customers when moving from one area to another.

The five dimensions of service quality include: Reliability,durability,performance,aesthetics,and availability.

Queuing analysis includes arrival characteristics such as balking and reneging.

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

David Maister's First Rule of Service is:

The four primary activities of concern in service response logistics are the management of:

The optimal capacity utilization for an organization would be 100%.

Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.

When a chase demand strategy is used for managing capacity,effective plans must be in place to utilize,transfer or reduce service capacity when there is excess available and to develop or borrow capacity quickly when demand exceeds capacity.

Countries that shift from a manufacturing-oriented economy to a service-oriented economy sometimes see their productivity growth decline over time.This phenomenon is called:

The three generic competitive strategies are:

In most services,customers are either directly or indirectly involved in the production of the service itself.

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

Which of the following is an example of a person that would be considered to provide a Pure Service?

Which of the following is NOT a technique for managing customers' perceived waiting times:

A service bundle includes the explicit service,the supporting facility,the facilitating goods,as well as the implicit services.

First-come-first-served is an example of a(n):

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer. )

A retailer with two checkout stands is an example of a single-channel,multiple-phase queuing system.

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Customer Relationship Management

Global Location Decisions

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters