OMIS 338 - CHAPTER 2 QUESTIONS & ANSWERS(RATED A+)

OMIS 338 - CHAPTER 2 QUESTIONS
& ANSWERS(RATED A+)
According to research, a key dimension that customers use to assess service quality is
a. sustainability.
b. reliability.
c. flexibility.
d. productivity. - ANSWER b. reliability.

Assurance, one of the key dimensions used by customers to assess service quality, is
defined as the
a. willingness of service providers to help customers and provide prompt recovery to
service upsets.
b. knowledge and courtesy of service providers and their ability to inspire trust and
confidence in customers.
c. caring attitude and individualized attention provided to customers by service
providers.
d. ability of service providers to perform the promised service dependably and
accurately. - ANSWER b. knowledge and courtesy of service providers and their ability
to inspire trust and confidence in customers.

Which of the following is one of the performance measures related to time of a process?
a. Reliability
b. Accuracy
c. Variability
d. Sustainability - ANSWER c. Variability

In the context of performance measures, the ability to change quickly is called
a. agility.
b. variability.
c. innovation.
d. flexibility. - ANSWER a. agility.

Which of the following performance measures refers to the ability to create new and
unique goods and services that delight customers and create competitive advantage?
a. Resilience
b. Innovation
c. Responsiveness
d. Reliability - ANSWER b. Innovation

Which of the following performance measures refers to creating, acquiring, and
transferring knowledge, and modifying the behavior of employees in response to
internal and external changes?
a. Retention