FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 12: Service Response Logistics

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 31

True/False

Review LaterAdd Note

Review Later

Service firms differ from manufacturers in the labor content contained in the end products.

Correct Answer

verified

Show Answer

Question 32

Multiple Choice

Review LaterAdd Note

Review Later

The order in which customers are served is called the:

A) Input order
B) Queue discipline
C) Output arrangement
D) Service characteristic

Correct Answer

verified

Show Answer

Question 33

True/False

Review LaterAdd Note

When firms acknowledge receipt of an order via telephone, mail or e-mail, this is an example of starting the service.

Service capacity is the number of customers per day the firm's service delivery systems are designed to serve.

The average transaction at an automatic teller can be completed in six minutes and customers arrive at the average rate of one every ten minutes.On average, how many customers are there in the queue?

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

David Maister's First Rule of Service is:

A customer who enters the waiting line but leaves the system prior to receiving service is said to have:

Determine a full and part-time working schedule for the following work requirements:

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

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.

If ?= 6 CUSTOMERS/HOUR and µ=9 CUSTOMERS/HOUR, in a single server model, find the probability that there will be exactly 2 people in line.

How do you calculate a firm's capacity utilization? If capacity utilization is greater than 1, what are some of the resulting impacts to the service firm?

Typically, quick recovery from service failures can keep customers loyal and coming back.

In most services, customers are not involved in the production of the service itself.

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

A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders.Upon entering the restaurant, customers must choose from three separate lines, each of which leads to one of the three registers.Immediately upon placing their order with the register attendant, customers are given their food and drinks by the register attendant.To analyze this situation you would use the queuing model for an infinite demand source, multiple servers, and multiple channels.

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

Calculate the score for the layout below.Do not count the departments with just corners touching.The desirability ratings are based on a (-1 to 3) scale, where -1=undesirable, 0=unimportant, 1=slightly important, 2=moderately important and 3=very important. Existing Office Layout Desirability Ratings

Which of the following is a difference between goods and services?