Question 1

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 C

Question 2

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

Accepted Answer

A) True 
 B)False  True

Question 3

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 C

Question 4

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

Accepted Answer

A)  ​Level demand strategy
B)  ​Differentiation demand strategy
C)  ​Chase demand strategy
D)  ​Baumol's demand strategy

Question 5

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 6

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

Accepted Answer

A) True 
 B)False

Question 7

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Accepted Answer

A) True 
 B)False

Question 8

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Accepted Answer

A) True 
 B)False

Question 9

Service facilities are normally decentralized.

Accepted Answer

A) True 
 B)False

Question 10

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 11

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 12

Service response logistics is the management and coordination of the organization's activities that occur after the service has being performed.

Accepted Answer

A) True 
 B)False

Question 13

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Accepted Answer

A)  ​Balked
B)  ​Reneged
C)  ​Stalled
D)  ​Disposed

Question 14

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

Accepted Answer

A)  ​10 minutes
B)  ​6 minutes
C)  ​60 minutes
D)  ​14 minutes

Question 15

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 16

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

Accepted Answer

A) True 
 B)False

Question 17

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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 20

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.

Accepted Answer

A) True 
 B)False

Exam 12: Service Response Logistics

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

When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.

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?

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

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

An office setting could be an example of a departmental layout that maximizes closenessdesirability.

In a franchise,the franchisee invests some of their own money,while paying a percentage of sales to the franchiser.

Themed restaurants such as the ESPN zone (sports theme),Rainforest Cafe (jungle theme),and Chuck E.Cheese (kids theme)are all examples of Entertailment facilities.

Service facilities are normally decentralized.

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?

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.

Service response logistics is the management and coordination of the organization's activities that occur after the service has being performed.

When studying queuing models,a customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour,determine the mean interarrival time.

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.

According to the text,good queue management consists of managing only what the customer perceives to be as the waiting time.

Service organizations need to consider the fact that the services they provide are not consumed by the immediate customer,rather,services are typically passed on to customers farther down a distribution channel.

Layout strategies help firms maximize all of the following EXCEPT:

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. )

When a level demand strategy is used for managing capacity,the firm is required to use a demand management or queue management tactic to deal with excess customers.