ILLINOIS STATE UNIVERSITY MQM 227
EXAM 2 STUDY GUIDE, FIL 185 EXAM
2025 QUESTIONS AND ANSWERS
Which of the following is NOT a general characteristic of a service?
A.
Production and consumption are simultaneous
B.
The service can be transported
C.
No resale is possible
D.
The service cannot be stored - ANS B
Which of the following are characteristics of a low-contact service delivery system?
A.
Lower costs and more standardization.
B.
Greater flexibility, need for people who are highly skilled in interpersonal relations, and a
customer orientation.
C.
Need for people with a high level of technical skills oriented toward efficient processing, well-
defined procedures, and smooth flow.
D.
Both a and c. - ANS d
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,The degree of customer contact measures:
A.
The amount of time the customer is separated from the service delivery system
B.
The amount of time the customer is in the service delivery system while the service is being
produced
C.
The customization abilities of the service system
D.
None of the above - ANS B
A service recovery process:
A.
Follows every service transaction
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,B.
Is an implicit service
C.
Is rapid compensation for a service failure
D.
None of the above - ANS c
A service guarantee:
A.
Is like a product guarantee except that it is for a service
B.
Specifies exactly what the service delivery system must provide
C.
Builds loyalty
D.
All of the above - ANS d
A good service guarantee:
A.
Is often an advertising gimmick
B.
Is an honest assurance that the customer will be satisfied
C.
Has many stipulations and conditions
D.
Costs a lot - ANS b
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, 7.
Which of the following is NOT a correct statement?
A.
A service is produced and consumed simultaneously
B.
Services are provided in a bundle of services and goods
C.
The service delivery system should be designed primarily around the employees in the system
D.
Low-contact services can usually be made more efficient than high-contact services - ANS b
Which of the following is NOT a significant difference between manufacturing and service
operations?
A.
Transportation
B.
Customer contact
C.
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EXAM 2 STUDY GUIDE, FIL 185 EXAM
2025 QUESTIONS AND ANSWERS
Which of the following is NOT a general characteristic of a service?
A.
Production and consumption are simultaneous
B.
The service can be transported
C.
No resale is possible
D.
The service cannot be stored - ANS B
Which of the following are characteristics of a low-contact service delivery system?
A.
Lower costs and more standardization.
B.
Greater flexibility, need for people who are highly skilled in interpersonal relations, and a
customer orientation.
C.
Need for people with a high level of technical skills oriented toward efficient processing, well-
defined procedures, and smooth flow.
D.
Both a and c. - ANS d
1 Copyright ©2025 FYNDLAY ALL RIGHTS RESERVED.
,The degree of customer contact measures:
A.
The amount of time the customer is separated from the service delivery system
B.
The amount of time the customer is in the service delivery system while the service is being
produced
C.
The customization abilities of the service system
D.
None of the above - ANS B
A service recovery process:
A.
Follows every service transaction
2 Copyright ©2025 FYNDLAY ALL RIGHTS RESERVED.
,B.
Is an implicit service
C.
Is rapid compensation for a service failure
D.
None of the above - ANS c
A service guarantee:
A.
Is like a product guarantee except that it is for a service
B.
Specifies exactly what the service delivery system must provide
C.
Builds loyalty
D.
All of the above - ANS d
A good service guarantee:
A.
Is often an advertising gimmick
B.
Is an honest assurance that the customer will be satisfied
C.
Has many stipulations and conditions
D.
Costs a lot - ANS b
3 Copyright ©2025 FYNDLAY ALL RIGHTS RESERVED.
, 7.
Which of the following is NOT a correct statement?
A.
A service is produced and consumed simultaneously
B.
Services are provided in a bundle of services and goods
C.
The service delivery system should be designed primarily around the employees in the system
D.
Low-contact services can usually be made more efficient than high-contact services - ANS b
Which of the following is NOT a significant difference between manufacturing and service
operations?
A.
Transportation
B.
Customer contact
C.
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