MQM 227 Chapter 5 Questions and Answers 100% Correct
Which of the following is NOT a general characteristic of a service? —Answer: The service can
be transported
Which of the following are characteristics of a low-contact service delivery system? —Answer:
Both
- Lower costs and more standardization.,
- Need for people with a high level of technical skills oriented toward efficient processing, well-
defined procedures, and smooth flow.
The degree of customer contact measures: —Answer: The amount of time the customer is in the
service delivery system while the service is being produced
A service recovery process: —Answer: None of the above
A service guarantee: —Answer: -Is like a product guarantee except that it is for a service
-Specifies exactly what the service delivery system must provide
-Builds loyalty
---All of the above---
A good service guarantee —Answer: Is an honest assurance that the customer will be satisfied
Which of the following is NOT a correct statement? —Answer: The service delivery system
should be designed primarily around the employees in the system
Which of the following is NOT a significant difference between manufacturing and service
operations? —Answer: Cost per unit
Which of the following is NOT a characteristic of service operations? —Answer: The buyer can
perform part of the production
Which of the following is NOT an element of the service-product bundle? —Answer: Value of
goods/service
____ contact services require employees with technical skills and efficient processing routines.
—Answer: Low
An example of a service business/organization that has a high degree of customer contact, high
customization, and a high degree of labor intensity is: —Answer: Law practice
Estate planning would be an example of a: —Answer: Customer-routed service
The service-profit chain shows that _____ is the key to profitability —Answer: customer loyalty
© 2025 All rights reserved
Which of the following is NOT a general characteristic of a service? —Answer: The service can
be transported
Which of the following are characteristics of a low-contact service delivery system? —Answer:
Both
- Lower costs and more standardization.,
- Need for people with a high level of technical skills oriented toward efficient processing, well-
defined procedures, and smooth flow.
The degree of customer contact measures: —Answer: The amount of time the customer is in the
service delivery system while the service is being produced
A service recovery process: —Answer: None of the above
A service guarantee: —Answer: -Is like a product guarantee except that it is for a service
-Specifies exactly what the service delivery system must provide
-Builds loyalty
---All of the above---
A good service guarantee —Answer: Is an honest assurance that the customer will be satisfied
Which of the following is NOT a correct statement? —Answer: The service delivery system
should be designed primarily around the employees in the system
Which of the following is NOT a significant difference between manufacturing and service
operations? —Answer: Cost per unit
Which of the following is NOT a characteristic of service operations? —Answer: The buyer can
perform part of the production
Which of the following is NOT an element of the service-product bundle? —Answer: Value of
goods/service
____ contact services require employees with technical skills and efficient processing routines.
—Answer: Low
An example of a service business/organization that has a high degree of customer contact, high
customization, and a high degree of labor intensity is: —Answer: Law practice
Estate planning would be an example of a: —Answer: Customer-routed service
The service-profit chain shows that _____ is the key to profitability —Answer: customer loyalty
© 2025 All rights reserved
