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TABLE OF CONTENTS
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
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Chapter 1 The Service Economy
Answers are the at end of Each Chapter
Student name:
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1)
A) explicit services
B) supporting facility
C) information
D) cost of service
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
2) The major input into a large public hospital from a service point of view would be
blank.
2)
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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)
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Distribution of this document is illegal extra per year?
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TABLE OF CONTENTS
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
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Distribution of this document is illegal extra per year?
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Chapter 1 The Service Economy
Answers are the at end of Each Chapter
Student name:
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1)
A) explicit services
B) supporting facility
C) information
D) cost of service
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
2) The major input into a large public hospital from a service point of view would be
blank.
2)
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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)
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