Study
Homework Help
Writing
Blog
Pricing
Commerce and BusinessbackBusiness StatisticsbackBusiness Statistics & AnalyticsbackOperations Management in the Supply ChainbackPractice Set 2486back

Service Delivery System Design

This question bank verified by Studydeets

Questions Bank

All Questions
Filter by:
Question 1
Free
Multiple Choice

Which of the following is NOT a general characteristic of a service?

Choose correct answer/s
A

Production and consumption are simultaneous.

B

The service can be transported.

C

No resale is possible.

D

The service cannot be stored.

Check answer
Question 2
Free
Multiple Choice

Which of the following are characteristics of a low-contact service delivery system?

Choose correct answer/s
A

Lower costs and more standardization.

B

Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation.

C

Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.

D

Both a and c.

E

All of the above.

Check answer
Question 3
Free
Multiple Choice

The degree of customer contact measures

Choose correct answer/s
A

the amount of time the customer is separated from the service delivery system.

B

the amount of time the customer is in the service delivery system.

C

the customization abilities of the service system.

D

none of the above.

Check answer
Question 4
Free
Multiple Choice

A service recovery process

Choose correct answer/s
A

follows every service transaction.

B

is an implicit service.

C

is rapid compensation for a service failure.

D

is none of the above.

Check answer
Question 5
Free
Multiple Choice

A service guarantee

Choose correct answer/s
A

is like a product guarantee except that it is for a service.

B

specifies exactly what the service delivery system must provide.

C

builds loyalty.

D

all of the above.

Check answer
Question 6
Multiple Choice

A good service guarantee

Choose correct answer/s
A
is often an advertising gimmick.
B
is an honest assurance that the customer will be satisfied.
C
has many stipulations and conditions.
D
costs a lot.
To unlock the question
Question 7
Multiple Choice

Which of the following is NOT a correct statement?

Choose correct answer/s
A
A service is produced and consumed simultaneously.
B
Services are provided in a bundle of services and goods.
C
The service delivery system should be designed primarily around the employees in the system.
D
Low-contact services can usually be made more efficient than high-contact services.
To unlock the question
Question 8
Multiple Choice

Which of the following is NOT a differentiator between manufacturing and service operations?

Choose correct answer/s
A
Transportation
B
Customer contact
C
Resale
D
Cost per unit
To unlock the question
Question 9
Multiple Choice

Which of the following is NOT a characteristic of service operations?

Choose correct answer/s
A
Intangible output.
B
The buyer can perform part of the production.
C
The product cannot be stored.
D
Ownership is transferred at time of purchase.
To unlock the question
Question 10
Multiple Choice

Which of the following is NOT an element of the service product bundle?

Choose correct answer/s
A
Facilitating goods
B
Explicit service
C
Implicit service
D
Value of goods/service
To unlock the question
Question 11
Multiple Choice

____ -contact services require employees with administrative/technical skills and efficient processing routines.

Choose correct answer/s
A
High
B
Low
C
Moderate
D
More than one of the above are true.
To unlock the question
Question 12
Multiple Choice

An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is

Choose correct answer/s
A
retailing.
B
hotels.
C
law practice.
D
schools.
To unlock the question
Question 13
Multiple Choice

Estate planning would be an example of

Choose correct answer/s
A
a co-routed service.
B
a customer-routed service.
C
a provider-routed service.
D
none of the above.
To unlock the question
Question 14
Multiple Choice

The service profit chain shows that _____ is the direct link to profitability.

Choose correct answer/s
A
customer loyalty
B
customer satisfaction
C
customer contact
D
employee productivity
To unlock the question
Question 15
Multiple Choice

Which of the following is NOT included in internal service quality in the service profit chain?

Choose correct answer/s
A
Workplace design
B
Job design
C
Employee selection
D
Product design
To unlock the question
Question 16
Multiple Choice

There are key differences between service and manufacturing organizations.Which of the following is true regarding these differences?

Choose correct answer/s
A
Most service organizations cannot inventory their services to absorb fluctuations in customer demand.
B
Most manufacturing organizations easily permit simultaneous production and consumption of system output.
C
Most manufacturing organizations are typically located closer to the customer, such as a central business district location, due to the simultaneity of consumption and production.
D
Service organizations can easily store current capacity in the form of inventories.
To unlock the question
Question 17
Multiple Choice

There are key differences between a service and a product.Which of the following is true regarding these differences?

Choose correct answer/s
A
Low-contact services as well as manufacturing require employees who are flexible, personable, and willing to work with the customer.
B
The degree of customer contact is usually higher for manufacturing organizations than for service organizations.
C
There is a greater degree of customer participation in the manufacture and sale of goods than there is in the sale of services.
D
Service firms commonly require employees that are more flexible, personable, and willing to work with the customer than is true at manufacturing firms.
To unlock the question
Question 18
Multiple Choice

An example of an implicit service is

Choose correct answer/s
A
the safe trip provided by Southwest Airlines to its passengers.
B
courteous service provided by a National Rental Car agent.
C
the state-of-the-art aircraft utilized by Delta Airlines.
D
all of the above.
To unlock the question
Question 19
Multiple Choice

Service recovery refers to

Choose correct answer/s
A
the ability to quickly restore service following a service failure and provide compensation.
B
the reliance on cryptography to protect commercial activities.
C
security privacy and the protection of intellectual property.
D
the level of confidence users hold that service systems will operate as intended without unanticipated failures or problems.
To unlock the question
Question 20
Multiple Choice

Which of the following statements concerning service guarantees is FALSE?

Choose correct answer/s
A
A service guarantee is a mechanism to build customer loyalty.
B
A service guarantee is a way to avoid compensating customers for a service failure.
C
A service guarantee is a tool to clarify exactly what the service must provide.
D
A service guarantee is a way to define a service and ensure satisfactory delivery to the customer.
To unlock the question