MQM 227 – Operations Management | 35 Exam Questions on Service Design, Customer Contact, Profit Chain Logic | Illinois State University

This document provides 35 fully answered multiple-choice and true/false questions from Chapter 5 of MQM 227 – Operations Management at Illinois State University. The questions assess key service operations management principles, including customer contact levels, service guarantees, service recovery, and distinctions between manufacturing and service systems. Major concepts featured include the service-profit chain, internal service quality, characteristics of low-contact and high-contact service delivery systems, and types of services (customer-routed vs. co-routed). The document also evaluates student understanding of service product bundles, labor intensity, customization, and the integration of back and front office operations. This resource is ideal for students in operations management, service operations, hospitality management, and business administration. It is especially useful for preparing for exams or applying service design frameworks in both academic and applied contexts. Keywords: operations management, MQM 227, service design, customer contact, service recovery, service-profit chain, internal service quality, service guarantee, high-contact service, low-contact service, explicit service, implicit service, front office, back office, customer loyalty, service operations