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Exam 9: Service Processes

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Question 31

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

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

F) C) and E)
G) B) and E)

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Question 32

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Marketing is responsible for fulfilling the service guarantee.

A) True
B) False

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Question 33

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

Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?

An explicit service is readily observable by the senses.

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

One characteristic of a well-designed service system is that it is cost-effective.

Services often take the form of repeated encounters involving face-to-face interactions.

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?

The work process involved in providing the service must involve the physical presence of the customer in the system.

Which of the following is not a characteristic of a well-designed service system?

One of the three approaches to delivering on-site service is _____

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

An important aspect of service products is that they cannot be inventoried.

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

When recovering from a defective service encounter, poor treatment from a server calls for an apology.

Most services consist of a bundle of goods and services known as the service package, which is the major output of the development process.

It is not necessary that a well-designed service system be robust.

An implicit service implies psychological benefits that the customer may sense only vaguely.

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