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

TESTBANK
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SERVICEMANAGEMENTOPERATIONS,STRATEGY,INFORMATION
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TECHNOLOGY10TH EDITIONBYSANJEEV
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BORDOLOI
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,TABLE OF CONTENT; s s




PART ONE UNDERSTANDING SERVICES s s s




1 THE SERVICE ECONOMY 2
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SERVICESTRATEGY
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PARTTWODESIGNING THESERVICEENTERPRISE
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3NEWSERVICE
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DEVELOPMENT 4 THE
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SERVICE ENCOUNTER
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5SUPPORTING FACILITYAND PROCESS
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FLOWS 6 SERVICE QUALITY
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7 PROCESS IMPROVEMENT
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SUPPLEMENT: DATA ENVELOPMENT ANALYSIS s s s




(DEA) 8 SERVICEFACILITYLOCATION
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PART THREE MANAGING SERVICE s s s




OPERATIONS 9SERVICESUPPLY
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RELATIONSHIPS 10GLOBALIZATIONOF
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SERVICES
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11 MANAGING CAPACITY AND DEMAND
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12 MANAGING WAITINGLINES
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13 CAPACITY PLANNING AND QUEUINGMODELS
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SUPPLEMENT: COMPUTER SIMULATION
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PART FOUR QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
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14 FORECASTINGDEMAND FOR SERVICES
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15 MANAGING SERVICE INVENTORY
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16 MANAGING SERVICE PROJECTS
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APPENDIX
A AREAS OF STANDARD NORMAL DISTRIBUTION
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BUNIFORMLY DISTRIBUTEDRANDOM NUMBERS
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[0,1] C VALUESOF LQ FORTHEM/M/CQUEUING
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MODEL
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D EQUATIONS FOR SELECTED QUEUING MODELS
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CHAPTER1-16ANSWERSARETHEATENDOFEACH s s s s s s s s




s CHAPTER CHAPTER 1 s s




STUDENTNAME: s




1) THE SERVICE PACKAGE CONSISTS OF FIVE FEATURES. WHICH ONE OF THE FEATURES LISTED s s s s s s s s s s s s




BELOW IS s s




NOT INCLUDED IN THEPACKAGE? s s s s




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A) EXPLICIT SERVICES s




B) SUPPORTING FACILITY s




C) INFORMATION

,D) COST OFSERVICE
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, QUESTION DETAILS BLOOM'S
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:REMEMBER AACSB :
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COMMUNICATION DIFFICULTY : s s




1 EASY s




LEARNING OBJECTIVE : 01-07DESCRIBE A SERVICE USINGTHE FIVE DIMENSIONS OF THE
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SERVICE PACKAGE. TOPIC :THE SERVICEPACKAGE
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ACCESSIBILITY:KEYBOARD s s




NAVIGATIONACCESSIBILITY: SCREEN
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READER COMPATIBLE
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2) THE MAJOR INPUT INTO A LARGE PUBLIC HOSPITAL FROM ASERVICE POINT OF VIEWWOULD BE
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