Service Management: Operations, Strategy, Information Technology 10th Edition Test Bank | Bordoloi | Complete Test Bank for Service Operations & Service Strategy

Test Bank for Service Management:
Operations, Strategy, Information
Technology, 10th Edition | Service
Operations & Strategy Review
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, Test Bank for
Service Management Operations, Strategy, Information Technology 10th Edition
By Sanjeev Bordoloi

Chapter 1-16 Answers are the at end of Each chapter

Chapter 1
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Student name:__________
1) The service package consists of five features. Which one of the features listed below is
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not included in the package?
1) ______
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A) explicit services
B) supporting facility
C) information
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D) cost of service



Question Details
Bloom's : Remember
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AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
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Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
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2) The major input into a large public hospital from a service point of view would be
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________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
N us
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
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Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
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3) Which of the following isnot true of services?
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3) ______


A) The customer is the input.
B) The customer takes an active part in the service.
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C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
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Question Details
AACSB : Communication
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Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
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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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, A) goods rental
B) information
C) labor and expertise
D) network usage



Question Details
AACSB : Communication
N us
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
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Accessibility : Keyboard Navigation
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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?
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5) ______


A) Service factory.
B) Service shop.
C) Public service.
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D) Professional service.<em></em>
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Question Details
Bloom's : Remember
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AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
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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) ______
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