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
SO
LU
TI
Chapter 1
Student name:
O
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
N
1)
S
A) explicit services
B) supporting facility
C) information
D) cost of service
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
,2) The major input into a large public hospital from a service point of view would be
blank.
2)
SO
LU
TI
O
N
S
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
SO
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
LU
3) Which of the following isnot true of services?
3)
TI
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
O
D) Production and consumption occur simultaneously. <i></i>
N
Question Details
AACSB : Communication
Bloom's : Understand
S
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4)
, A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
SO
Topic : The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
LU
one of the four features listed below is not included in this classification?
5)
A) Service factory.
TI
B) Service shop.
C) Public service.
D) Professional service.<em></em>
O
N
Question Details
Bloom's : Remember
AACSB : Communication
S
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
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)
Service Management Operations, Strategy, Information Technology 10th
Edition by Sanjeev Bordoloi
Chapter 1-16 Answers are the at end of Each chapter
SO
LU
TI
Chapter 1
Student name:
O
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
N
1)
S
A) explicit services
B) supporting facility
C) information
D) cost of service
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
,2) The major input into a large public hospital from a service point of view would be
blank.
2)
SO
LU
TI
O
N
S
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
SO
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
LU
3) Which of the following isnot true of services?
3)
TI
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
O
D) Production and consumption occur simultaneously. <i></i>
N
Question Details
AACSB : Communication
Bloom's : Understand
S
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4)
, A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
SO
Topic : The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
LU
one of the four features listed below is not included in this classification?
5)
A) Service factory.
TI
B) Service shop.
C) Public service.
D) Professional service.<em></em>
O
N
Question Details
Bloom's : Remember
AACSB : Communication
S
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
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)
