Question 1

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 2

The service-system design matrix identifies six forms of service encounters.

Accepted Answer

A) True 
 B)False

Question 3

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 theseF) C) and E)
G) A) and E)

Question 4

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

Accepted Answer

A) True 
 B)False

Question 5

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"? ______________________________________

Accepted Answer

low produc...

Question 6

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 theseF) C) and D)
G) C) and E)

Question 7

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Accepted Answer

A)  The service process and service product can be developed independently.
B)  The service package has the same legal protection available to manufactured goods.
C)  The service package is the major output of the development process.
D)  Manufacturing is far more capital intensive than services.
E)  Capacity decisions are much more critical in manufacturing operations.F) C) and D)
G) None of the above

Question 9

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 providingF) B) and D)
G) B) and C)

Question 10

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Accepted Answer

A) True 
 B)False

Question 11

A supporting facility is the same thing as a facilitating good.

Accepted Answer

A) True 
 B)False

Question 12

Marketing is responsible for fulfilling the service guarantee.

Accepted Answer

A) True 
 B)False

Question 13

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Accepted Answer

A)  The process and product must be developed at the same time.
B)  Many service organizations can change their service offerings virtually overnight.
C)  Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization.
D)  The service package, rather than a definable good, is the output of the development process.
E)  Service operations can be protected by patents; manufacturing operations cannot.F) A) and E)
G) None of the above

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Accepted Answer

A) True 
 B)False

Question 16

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 theseF) None of the above
G) All of the above

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is a characteristic that can be used to guide the design of service systems?

Accepted Answer

A)  Services cannot be inventoried.
B)  Services are all similar.
C)  Quality work means quality service.
D)  Services businesses are inherently entrepreneurial.
E)  Even service businesses have internal services.F) D) and E)
G) A) and B)

Question 19

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

Accepted Answer

A)  Low sales opportunity
B)  Low production efficiency
C)  High production efficiency
D)  Low degree of customer/server contact
E)  None of theseF) B) and E)
G) C) and D)

Question 20

How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?

Accepted Answer

The question relates to the service-syst...

Exam 9: Service Processes

The service-system design matrix identifies six forms of service encounters.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Poka-yokes are procedures that block the inevitable mistake from becoming a service defect.

Correct AnswerverifiedShow Answer

The "service blueprint" is a classification of services.

Correct AnswerverifiedShow Answer

Marketing is responsible for fulfilling the service guarantee.

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

Which of the following is a characteristic that can be used to guide the design of service systems?

Correct AnswerverifiedShow Answer

A supporting facility is the same thing as a facilitating good.

Correct AnswerverifiedShow Answer

How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?

Correct AnswerverifiedThe question relates to the service-syst...View AnswerShow Answer

In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"? ______________________________________

Correct Answerverifiedlow produc...View AnswerShow Answer

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

Correct AnswerverifiedShow Answer

A characteristic of a well-designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.

Correct AnswerverifiedShow Answer

In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?

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

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Poka-yoke is roughly translated from Japanese as "avoid mistakes."

Correct AnswerverifiedShow Answer

Which of the following are alternative possible service encounters included in the service-system design matrix?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

"Combine the pain" is an application of behavioral science to service encounters.It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Correct AnswerverifiedShow Answer

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The question relates to the service-syst...
View Answer

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low produc...
View Answer

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