TEST BANK
Service Management: Operations, Strategy,
Information Technology
By Sanjeev K. Bordoloi, James A. Fitzsimmons
N
U
R
SE
D
O
C
S
,TABLE OF CONTENT
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
N
6 Service Quality
7 Process Improvement
U
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
R
PART THREE Managing Service Operations
9 Service Supply Relationships
SE
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
D
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
O
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
C
15 Managing Service Inventory
S
16 Managing Service Projects
,Student name:__________
Services are deeds, processes, and performances.
true
false
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
N
true
U
false
R
The fall in employment in the agricultural sector is the primary reason for the increase in service
sector employment.
SE
true
false
D
The consumer participates in the service process, which is not the case in manufacturing.
true
O
false
C
The classification of service systems using the “service process matrix” is based on two
S
considerations: degree of labor intensity, and the degree of service customization.
true
false
From an open-systems view, the output of a service system consists of satisfied customers.
Version 1 1
, true
false
The service experience defined as escapism requires the most commitment from the customer.
true
false
N
U
A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
R
true
false
SE
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
true
D
false
O
The fact that services can be inventoried is an important characteristic, which distinguishes them
C
from manufacturing.
true
S
false
Reduction of the role played by the consumer is an effective way of improving productivity and
decreasing the cost of the service.
true
Version 1 2
Service Management: Operations, Strategy,
Information Technology
By Sanjeev K. Bordoloi, James A. Fitzsimmons
N
U
R
SE
D
O
C
S
,TABLE OF CONTENT
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
N
6 Service Quality
7 Process Improvement
U
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
R
PART THREE Managing Service Operations
9 Service Supply Relationships
SE
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
D
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
O
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
C
15 Managing Service Inventory
S
16 Managing Service Projects
,Student name:__________
Services are deeds, processes, and performances.
true
false
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
N
true
U
false
R
The fall in employment in the agricultural sector is the primary reason for the increase in service
sector employment.
SE
true
false
D
The consumer participates in the service process, which is not the case in manufacturing.
true
O
false
C
The classification of service systems using the “service process matrix” is based on two
S
considerations: degree of labor intensity, and the degree of service customization.
true
false
From an open-systems view, the output of a service system consists of satisfied customers.
Version 1 1
, true
false
The service experience defined as escapism requires the most commitment from the customer.
true
false
N
U
A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
R
true
false
SE
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
true
D
false
O
The fact that services can be inventoried is an important characteristic, which distinguishes them
C
from manufacturing.
true
S
false
Reduction of the role played by the consumer is an effective way of improving productivity and
decreasing the cost of the service.
true
Version 1 2
