Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

A bank provides service through a call center to customers internationally.Explain the importance of each of the following in terms of designing the call center and managing the daily operations:
a.Queuing management
b.Global service considerations
c.Facilitating products
d.Service quality expectations

Accepted Answer

a.Queuing Management
DESIGN: process design,personnel hiring,and personnel training are all important aspects in creating a successful call center.Poor process design,personnel hiring,and personnel training can result in inefficient processes with long service processing rates that will result in unsatisfied customers,long waits,and unprofitable systems.
DAILY OPERATIONS: The number of servers staffed is important in terms of managing the number of customers waiting in line,the amount of time each customer will waiting line,and the cost to operate the system.
b.Global Service Considerations
DESIGN: Labor,facilities,and infrastructure support are all important considerations that will ultimately affect cost,effectiveness,and inefficiency.In some cases,legal and political issues may stand in the way of locating facilities internationally,or in servicing international customers.
DAILY OPERATIONS: All of the above issues would require a certain degree of monitoring and a daily basis.
c.Facilitating Products
Some of the facilitating products students may mention include: computers,furniture,office paper,light bulbs,headsets,monitors,printers,pens and pencils...
d.Service Quality Expectations
DESIGN: process designers will need to consider customer expectations when designing the service,choosing the facility,and hiring personnel.It will be important to consider whether the customer values reliability,responsiveness,assurance,or empathy,and how much.
DAILY OPERATIONS: Managers and servers need to keep in mind the customer's expectations.It is important that servers not only seek to satisfy the customer based on the information provided by the managers,but they also seek to identify changes in customer's needs as time goes by.Managers and servers should work together to identify changes and/or problems that require immediate attention and order to maintain a high level of service quality.

Question 3

Service provided by multiple servers acting in parallel is referred to as:

Accepted Answer

A)  Multi-platform servicescape
B)  Multiple-phase queuing system
C)  Multiple-channel queuing system
D)  Multi-delivery servicescape C

Question 4

Layout strategies help firms maximize all of the following EXCEPT:

Accepted Answer

A)  Service efficiencies
B)  Customer service
C)  Time fences
D)  Server productivity

Question 5

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

Accepted Answer

A)  Focus Strategy
B)  Differentiation Strategy
C)  Cost Leadership Strategy
D)  Exclusivity Strategy

Question 6

All of the following are included in the five dimensions of service quality EXCEPT:

Accepted Answer

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

Question 7

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

Question 8

As a manager of a queuing system,list five important system details you would like to know about in order to manage the system effectively?

Accepted Answer

The answer of As a manager of a queuing system,list...

Question 9

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

Question 10

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

Question 11

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

Accepted Answer

A)  Cross-training and sharing employees
B)  Utilizing technological tools like computers and automated systems
C)  Utilizing fewer facilitating products
D)  Using customers to provide services

Question 12

The average transaction at an automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,how many customers are there in line? (Choose the closest answer.)

Accepted Answer

A)  4.000 Customers
B)  0.300 Customers
C)  3.000 Customers
D)  0.375 Customers

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

Accepted Answer

A) True 
 B)False

Question 15

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

Accepted Answer

A)  Differentiation strategy
B)  Demand strategy
C)  Focus strategy
D)  Transitional strategy

Question 16

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

Accepted Answer

A)  Blips
B)  Bloops
C)  Breakeven point
D)  Gaps

Question 17

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

Question 18

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

Accepted Answer

A) True 
 B)False

Question 19

If l = 6 CUSTOMERS/HOUR and m = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Accepted Answer

A)  0.162
B)  0.297
C)  0.248
D)  0.135

Question 20

Discuss four important issues involved in managing a global service.

Accepted Answer

The answer of Discuss four important issues involved in managing...

Exam 12: Service Response Logistics

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

Service provided by multiple servers acting in parallel is referred to as:

Layout strategies help firms maximize all of the following EXCEPT:

Which of the following strategies is being followed by a company that is based on creating a service that is considered to offer unique service elements for which customers may consider paying higher prices?

All of the following are included in the five dimensions of service quality EXCEPT:

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

As a manager of a queuing system,list five important system details you would like to know about in order to manage the system effectively?

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.)

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

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

The average transaction at an automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,how many customers are there in line? (Choose the closest answer.)

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

Since the 1950s,the percentage of service related jobs has increased much more rapidly than the percentage of manufacturing and agriculture related jobs in United States due to the use of technology and mass production techniques developed during that time.

According to the text,which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

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

Long-term customer satisfaction,especially in the face of service failures,requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.

If l = 6 CUSTOMERS/HOUR and m = 11 CUSTOMERS/HOUR,in a single server model,find the probability that there will be exactly 1 person in LINE.

Discuss four important issues involved in managing a global service.