MQM 227 Chapter 5 Questions and Answers 100% Correct
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 —Answer: The service can be transported
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.
E. All of the above. —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:
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, 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 —Answer: The amount of time the customer is in the service delivery
system while the service is being produced
A service recovery process:
A.
Follows every service transaction
B.
Is an implicit service
C.
Is rapid compensation for a service failure
D.
None of the above —Answer: Is rapid compensation for a service failure
A service guarantee:
A.
Is like a product guarantee except that it is for a service
B.
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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 —Answer: The service can be transported
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.
E. All of the above. —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:
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, 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 —Answer: The amount of time the customer is in the service delivery
system while the service is being produced
A service recovery process:
A.
Follows every service transaction
B.
Is an implicit service
C.
Is rapid compensation for a service failure
D.
None of the above —Answer: Is rapid compensation for a service failure
A service guarantee:
A.
Is like a product guarantee except that it is for a service
B.
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