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Exam 12: Service Response Logistics

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Question 21

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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:

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

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Question 22

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The three generic competitive strategies are:

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

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Question 23

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

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

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

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.

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

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

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 NOT a technique for managing customers' perceived waiting times:

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. )

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:

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

Queuing analysis includes arrival characteristics such as balking and reneging.

David Maister's First Rule of Service is:

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

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

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

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