Lecture 4-Review 3 Questions PDF

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Lecture 4 Review 3 (10) Questions (process structure)...

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1. Which of the following is a characteristic that can be used to guide the design of service systems? A. Quality work means quality service. B. Services cannot be inventoried. C. Even service businesses have internal services. D. Services are all similar.

2. Which one of the following is NOT a major factor distinguishing service from manufacturing? A. Many service organizations can change their service offerings virtually overnight. B. Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization. C. The service package, rather than a definable good, is the output of the development process. D. Service operations can be protected by patents; manufacturing operations cannot. 3. If you were developing a service blueprint, how would you classify "delivery of gasoline to a service station"? A. Physical evidence B. Front-office/visible contact employee actions C. Support processes D. Back-office/invisible contact employee actions 4. In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following? A. Low sales opportunity B. High production efficiency C. Low production efficiency D. Low degree of customer/server contact

5. Which of the following refers to “customers as co-producers” In the service-system design? A. B. C. D.

customers supply inputs service is time perishable service is intangible service capacity cannot be inventoried

6. On-time departure flight service is an example of? A. B. C. D.

implicit service Facilitating goods supporting facility explicit service

7. Which of the following has the highest chance of sales opportunity? A. Face to face total customization B. Face to face loose specs C. Internet and on-site technology D. Face to face tight specs 8. Which of the following statements is true about the line of visibility? A. B. C. D.

It separates activities of the front office from those of the back office. It separates activities of the customer action and front office. It separates activities of support processes and back office. All of them

9. The Service Package includes?

A. B. C. D.

Supporting Facility Implicit Services All of them Facilitating Goods

10. Which of the following statements is NOT true about service blueprinting?

A. It visualizes the relationships between different service components and processes B. A primary mapping tool used in the service design process C. An effective way to describe the service delivery process with a flow diagram. D. It is used to test new product design before official launch...