MGT 4330 EXAM 1 | THE SMART WAY TO PASS | REAL
TESTS, REAL RESULTS!
Service quality - Answer: consistently meeting or exceeding customer expectations and
service-delivery system performance for all service encounters.
Operations management - Answer: the science and art of ensuring that goods and services
are created and delivered successfully to customers.
Operation management activities includes.... - Answer: -planning and budgeting
-inventory management
-scheduling and capacity
-quality management
-forecasting
-sustainability
-supply chain management
-service encounter design
-process design
-technology section
Goods - Answer: a physical product that you can see, touch, or possibly consume.
Durable good - Answer: good that does not quickly wear out and typically lasts at least 3
years.
Nondurable good - Answer: good that is no longer useful once its used, or lasts for less
than 3 years.
APPHIA – Crafted with Care and Precision for Academic Excellence.
1
, Service - Answer: any primary or complementary activity that does not directly produce a
physical product.
Goods/services differences (7) - Answer: -goods are tangible, services are not.
-customers participate in many service processes, activities, and transactions.
-the demand for services is more difficult to predict than for goods.
-services cannot be stored as physical inventory
-service management skills are paramount to a successful service encounter.
-service facilities typically need to be in close proximity to the customer.
-patents do not protect services.
Service encounter - Answer: -an interaction between the customer and the service
provider.
(making hotel reservation, purchasing on website, asking employee for help.
-service encounters consist of 1 or more moments of truth.
Moments of truth - Answer: any episodes, transactions, or experiences in which a
customer comes into contact with any aspect of the delivery system, however remote, and
thereby has an opportunity to form an impression.
Service management - Answer: integrates marketing, human resources, and operations
functions to plan, create, and deliver goods and services, and their associated service
encounters.
Value - Answer: the perception of benefits associated with a good, services in relation to
what buyers are willing to pay for them.
=percieved benefits/cost
APPHIA – Crafted with Care and Precision for Academic Excellence.
2
TESTS, REAL RESULTS!
Service quality - Answer: consistently meeting or exceeding customer expectations and
service-delivery system performance for all service encounters.
Operations management - Answer: the science and art of ensuring that goods and services
are created and delivered successfully to customers.
Operation management activities includes.... - Answer: -planning and budgeting
-inventory management
-scheduling and capacity
-quality management
-forecasting
-sustainability
-supply chain management
-service encounter design
-process design
-technology section
Goods - Answer: a physical product that you can see, touch, or possibly consume.
Durable good - Answer: good that does not quickly wear out and typically lasts at least 3
years.
Nondurable good - Answer: good that is no longer useful once its used, or lasts for less
than 3 years.
APPHIA – Crafted with Care and Precision for Academic Excellence.
1
, Service - Answer: any primary or complementary activity that does not directly produce a
physical product.
Goods/services differences (7) - Answer: -goods are tangible, services are not.
-customers participate in many service processes, activities, and transactions.
-the demand for services is more difficult to predict than for goods.
-services cannot be stored as physical inventory
-service management skills are paramount to a successful service encounter.
-service facilities typically need to be in close proximity to the customer.
-patents do not protect services.
Service encounter - Answer: -an interaction between the customer and the service
provider.
(making hotel reservation, purchasing on website, asking employee for help.
-service encounters consist of 1 or more moments of truth.
Moments of truth - Answer: any episodes, transactions, or experiences in which a
customer comes into contact with any aspect of the delivery system, however remote, and
thereby has an opportunity to form an impression.
Service management - Answer: integrates marketing, human resources, and operations
functions to plan, create, and deliver goods and services, and their associated service
encounters.
Value - Answer: the perception of benefits associated with a good, services in relation to
what buyers are willing to pay for them.
=percieved benefits/cost
APPHIA – Crafted with Care and Precision for Academic Excellence.
2
