Test Bank for Service Management: Operations, Strategy, Information Technology 10th Edition by Bordoloi

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

Chapter 1 Student name:__________
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1) ______


A) explicit services
B) supporting facility
C) information
D) cost of service



Question Details
Bloom's : Remember
Difficulty : 1 Easy
AACSB : Communication
Accessibility : Screen Reader Compatible
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation




2) The major input into a large public hospital from a service point of view would be
________blank.

, 2) ______




A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>



Question Details
Bloom's : Remember
Accessibility : Keyboard Navigation
AACSB : Communication
Difficulty : 1 Easy
Accessibility : Screen Reader Compatible
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic :
The Service Package




3) Which of the following isnot true of services?

3) ______


A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>



Question Details
AACSB : Communication
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Bloom's : Understand
Difficulty : 2 Medium

,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
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic :
The Service Package
Difficulty : 2 Medium
Accessibility : Keyboard Navigation




5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
5) ______


A) Professional service.
B) Service shop.
C) Public service.
D) Service factory. <em></em>



Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
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) ______

A) public university
B) cruise ship
C) plumbing repair
D) chiropractor



Question Details
Bloom's : Remember
AACSB : Communication
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




7) An empty airline seat or hotel room not occupied best illustrates the characteristic of a
service's ________blank.
7) ______

A) time perishability
B) labor intensity
C) intangibility
D) simultaneous production and consumption<em></em>



Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op Topic
: Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible



8) Division of labor is the central concept of ________blank.
8) ______