TesT Bank
Service Management Operations, Strategy, Information Technology
10th Edition by Sanjeev Bordoloi
Chapter 1-16
, Chapter 1
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1) ______
ni anda akan menemui bahan
A) explicit pembelajaran yang disusun dengan teliti untuk membantu anda belajar
services
dengan lebih mudah dan berkesan. Setiap dokumen direka secara teratur supaya maklumat penting
B) supporting facility
senang difahami dan diingati. Bahan ini sesuai untuk persediaan peperiksaan, ulang kaji, dan
C) information
pengukuhan pengetahuan. Kualiti dan ketepatan sentiasa menjadi keutamaan, memastikan anda boleh
D) costPelajar
belajar dengan yakin. of service
menghargai ringkasan yang jelas dan penerangan praktikal yang
menjimatkan masa serta mengurangkan tekanan. Matlamat saya adalah untuk menjadikan pengalaman
belajar anda lebih teratur dan produktif. Muat turun dengan keyakinan dan gunakan sumber ini untuk
meningkatkan prestasi
Question Details akademik anda secara konsisten.
Bloom's : Remember
Czech (±130
AACSB words)
: Communication
Difficulty : 1 Easy
Vítejte v Learning Objective na
mém obchodě : 01-07 Describe
Stuvia! a service
Najdete using
zde the five připravené
pečlivě dimensions of studijní
the servicemateriály
package. Topic
navržené tak, aby
: The Service Package
bylo učení jednodušší a efektivnější. Každý dokument má přehlednou strukturu, která usnadňuje
Accessibility : Keyboard Navigation
pochopení důležitých informací. Materiály jsou ideální pro přípravu na zkoušky, opakování i
Accessibility : Screen Reader Compatible
prohlubování znalostí. Důraz je kladen na kvalitu a spolehlivost, takže můžete studovat s jistotou.
Studenti oceňují j
2) The major input into a large public hospital from a service point of view would be
________blank.
2) ______
A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
,Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
3) Which of the following isnot true of services?
3) ______
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4) ______
A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
, Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
5) ______
A) Service factory.
B) Service shop.
C) Public service.
D) Professional service.<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
6) Which service offering is best described by the following service mix: a high degree of
customer interaction and a high degree of labor intensity?
6) ______
A) public university
B) cruise ship
C) plumbing repair
D) chiropractor
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Service Management Operations, Strategy, Information Technology
10th Edition by Sanjeev Bordoloi
Chapter 1-16
, Chapter 1
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1) ______
ni anda akan menemui bahan
A) explicit pembelajaran yang disusun dengan teliti untuk membantu anda belajar
services
dengan lebih mudah dan berkesan. Setiap dokumen direka secara teratur supaya maklumat penting
B) supporting facility
senang difahami dan diingati. Bahan ini sesuai untuk persediaan peperiksaan, ulang kaji, dan
C) information
pengukuhan pengetahuan. Kualiti dan ketepatan sentiasa menjadi keutamaan, memastikan anda boleh
D) costPelajar
belajar dengan yakin. of service
menghargai ringkasan yang jelas dan penerangan praktikal yang
menjimatkan masa serta mengurangkan tekanan. Matlamat saya adalah untuk menjadikan pengalaman
belajar anda lebih teratur dan produktif. Muat turun dengan keyakinan dan gunakan sumber ini untuk
meningkatkan prestasi
Question Details akademik anda secara konsisten.
Bloom's : Remember
Czech (±130
AACSB words)
: Communication
Difficulty : 1 Easy
Vítejte v Learning Objective na
mém obchodě : 01-07 Describe
Stuvia! a service
Najdete using
zde the five připravené
pečlivě dimensions of studijní
the servicemateriály
package. Topic
navržené tak, aby
: The Service Package
bylo učení jednodušší a efektivnější. Každý dokument má přehlednou strukturu, která usnadňuje
Accessibility : Keyboard Navigation
pochopení důležitých informací. Materiály jsou ideální pro přípravu na zkoušky, opakování i
Accessibility : Screen Reader Compatible
prohlubování znalostí. Důraz je kladen na kvalitu a spolehlivost, takže můžete studovat s jistotou.
Studenti oceňují j
2) The major input into a large public hospital from a service point of view would be
________blank.
2) ______
A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
,Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
3) Which of the following isnot true of services?
3) ______
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4) ______
A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
, Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
5) ______
A) Service factory.
B) Service shop.
C) Public service.
D) Professional service.<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
6) Which service offering is best described by the following service mix: a high degree of
customer interaction and a high degree of labor intensity?
6) ______
A) public university
B) cruise ship
C) plumbing repair
D) chiropractor
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
