Question 1

Describe the role of service guarantees from the marketing and the operations perspective?

Accepted Answer

Service guarantees are discussed on page...

Question 2

Which of the following refers to the physical presence of the customer in a service system?

Accepted Answer

A)  Creation of the service
B)  Customer contact
C)  Intermittent production
D)  Continuous production
E)  None of the above

Question 3

The service-system design matrix identifies five alternative forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 4

In the service-system design matrix,an internet and on-site technology service encounter is expected to have which of the following?

Accepted Answer

A)  High sales opportunity
B)  High degree of customer/server contact
C)  Low production efficiency
D)  High production efficiency
E)  None of the above

Question 5

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 6

It is difficult to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 7

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes".

Accepted Answer

A) True 
 B)False

Question 8

In the service-system design matrix,a mail contact service encounter is expected to have which of the following?

Accepted Answer

A)  High sales opportunity
B)  High degree of customer/server contact
C)  High production efficiency
D)  Low sales opportunity
E)  None of the above

Question 9

When recovering from a defective service encounter a botched task calls for an apology.

Accepted Answer

A) True 
 B)False

Question 10

Choosing the target market in a service business is the decision of the front-line service provider.

Accepted Answer

A) True 
 B)False  False

Question 11

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

Accepted Answer

A) True 
 B)False

Question 12

Most services contain a mix of tangible and intangible attributes known as the service package which is the major output of the development process.

Accepted Answer

A) True 
 B)False  True

Question 13

A service business is an organization whose primary business requires interaction with customers to produce the service.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not a strategic use of the service-system design matrix?

Accepted Answer

A)  Enabling systematic integration of operations and marketing strategy
B)  Design of the service package
C)  Comparing how other firms deliver specific services
D)  Indicating evolutionary or life cycle changes that might be in order as the firm grows
E)  Clarifying exactly which combination of service delivery the firm is in fact providing

Question 15

The customer is (or should be)the second most important focal point of all decisions in a service organization.

Accepted Answer

A) True 
 B)False  False

Question 16

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

Accepted Answer

A) True 
 B)False

Question 17

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Accepted Answer

A)  Task
B)  Time
C)  Teamwork
D)  Trust
E)  Talent

Question 18

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Accepted Answer

A)  Mail contact
B)  Warranty
C)  Sales call
D)  Field service
E)  None of the above

Question 19

Which of the following is not part of the service strategy's operating focus (set of performance priorities) that help the service organization compete?

Accepted Answer

A)  Service culture
B)  Speed & Convenience
C)  Price
D)  Unique skills
E)  Treatment of customer

Question 20

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Accepted Answer

The self-s...

Exam 8: Service Processes

Describe the role of service guarantees from the marketing and the operations perspective?

Correct AnswerverifiedService guarantees are discussed on page...View AnswerShow Answer

Which of the following refers to the physical presence of the customer in a service system?

Correct AnswerverifiedShow Answer

The service-system design matrix identifies five alternative forms of service encounters.

Correct AnswerverifiedShow Answer

In the service-system design matrix,an internet and on-site technology service encounter is expected to have which of the following?

Correct AnswerverifiedShow Answer

The "service blueprint" is a classification of services.

Correct AnswerverifiedShow Answer

It is difficult to separate the operations management functions from marketing in services.

Correct AnswerverifiedShow Answer

Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes".

Correct AnswerverifiedShow Answer

In the service-system design matrix,a mail contact service encounter is expected to have which of the following?

Correct AnswerverifiedShow Answer

When recovering from a defective service encounter a botched task calls for an apology.

Correct AnswerverifiedShow Answer

Choosing the target market in a service business is the decision of the front-line service provider.

Correct AnswerverifiedFalse

Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer.

Correct AnswerverifiedShow Answer

Most services contain a mix of tangible and intangible attributes known as the service package which is the major output of the development process.

Correct AnswerverifiedTrue

A service business is an organization whose primary business requires interaction with customers to produce the service.

Correct AnswerverifiedShow Answer

Which of the following is not a strategic use of the service-system design matrix?

Correct AnswerverifiedShow Answer

The customer is (or should be)the second most important focal point of all decisions in a service organization.

Correct AnswerverifiedFalse

Because little or no inventory is carried in a service operation,it is easy to separate the operations management functions from marketing in services.

Correct AnswerverifiedShow Answer

There are many applications of poka-yokes in service organizations.Which of the following is one of the three-T's used to classify poka-yokes?

Correct AnswerverifiedShow Answer

Which of the following are alternative possible service encounters included in the Service-System Design Matrix?

Correct AnswerverifiedShow Answer

Which of the following is not part of the service strategy's operating focus (set of performance priorities) that help the service organization compete?

Correct AnswerverifiedShow Answer

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Correct AnswerverifiedThe self-s...View AnswerShow Answer

Correct Answer
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Service guarantees are discussed on page...
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False

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False

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The self-s...
View Answer