COB 300 OPERATIONS UPDATED ACTUAL EXAM QUESTIONS CORRECT ANSWERS
GRADED A PLUS
COB 300 Operations Actual TEST Paper 2026/2027
Questions and Answers Verified Solutions Latest
Update
Question:
Answer:
Service package - ✔✔1. Supporting facility
Question:
2. Facilitating goods
Answer:
Question:
3. Information
Answer:
Question:
4. Explicit service benefits that are observable by the sense
Answer:
Question:
5. Implicit service psychological benefits the customer may only sense vaguely
,Answer:
Customer contact - ✔✔physical presence of the customer in the system (services with a high degree
of this are more difficult to control) ✔✔Extent of contact - ✔✔the percentage of time the customer
must be in the system relative to service time ✔✔Designing service organizations - ✔✔cannot
separate the operations management function from marketing, cannot inventory, capacity is a
dominant issue, marketing can adjust demand ✔✔How service design is different from product
design - ✔✔process & product must be developed simultaneously, lacks the legal protection
commonly available to products, service package is the major output, many parts of the service
package are defined by the training individuals receive, many service organizations can charge their
service offerings virtually overnight ✔✔3 contrasting service designs - ✔✔1. production line
approach: service delivery is treated much like manufacturing (McDonald's)
Question:
2. Self-service approach: customer takes the greater role in the production of the service (ATM
Machines)
Answer:
Question:
3. Personal attention approach
Answer:
Types of variability - ✔✔arrival variability, request variability, capability variability, effort
variability, subjective preference variability ✔✔More accommodation - ✔✔more cost ✔✔Less
accommodation - ✔✔less satisfaction ✔✔Behavioral science in service encounters - ✔✔1. the
front-end and back-end of the encounter are not created equal
Question:
2. segment the pleasure, combine the pain
Answer:
, Question:
3. Let the customer control the process
Answer:
Question:
4. Pay attention to norms and rituals
Answer:
Question:
5. People are easier to blame than systems
Answer:
Question:
6. Let the punishment fit the crime in service recovery
Answer:
Service Guarantees as Design Driver - ✔✔1. any guarantee is better than no guarantee
Question:
2. involve the customer as well as employees in the design
Answer:
Question:
GRADED A PLUS
COB 300 Operations Actual TEST Paper 2026/2027
Questions and Answers Verified Solutions Latest
Update
Question:
Answer:
Service package - ✔✔1. Supporting facility
Question:
2. Facilitating goods
Answer:
Question:
3. Information
Answer:
Question:
4. Explicit service benefits that are observable by the sense
Answer:
Question:
5. Implicit service psychological benefits the customer may only sense vaguely
,Answer:
Customer contact - ✔✔physical presence of the customer in the system (services with a high degree
of this are more difficult to control) ✔✔Extent of contact - ✔✔the percentage of time the customer
must be in the system relative to service time ✔✔Designing service organizations - ✔✔cannot
separate the operations management function from marketing, cannot inventory, capacity is a
dominant issue, marketing can adjust demand ✔✔How service design is different from product
design - ✔✔process & product must be developed simultaneously, lacks the legal protection
commonly available to products, service package is the major output, many parts of the service
package are defined by the training individuals receive, many service organizations can charge their
service offerings virtually overnight ✔✔3 contrasting service designs - ✔✔1. production line
approach: service delivery is treated much like manufacturing (McDonald's)
Question:
2. Self-service approach: customer takes the greater role in the production of the service (ATM
Machines)
Answer:
Question:
3. Personal attention approach
Answer:
Types of variability - ✔✔arrival variability, request variability, capability variability, effort
variability, subjective preference variability ✔✔More accommodation - ✔✔more cost ✔✔Less
accommodation - ✔✔less satisfaction ✔✔Behavioral science in service encounters - ✔✔1. the
front-end and back-end of the encounter are not created equal
Question:
2. segment the pleasure, combine the pain
Answer:
, Question:
3. Let the customer control the process
Answer:
Question:
4. Pay attention to norms and rituals
Answer:
Question:
5. People are easier to blame than systems
Answer:
Question:
6. Let the punishment fit the crime in service recovery
Answer:
Service Guarantees as Design Driver - ✔✔1. any guarantee is better than no guarantee
Question:
2. involve the customer as well as employees in the design
Answer:
Question:
