MQM 227 – Operations Management | 100 Exam Questions on Service Design, Customer Contact, Service-Profit Chain | Illinois State University

This document presents 100 fully answered multiple-choice and true/false questions from Chapter 5 of MQM 227 – Operations Management at Illinois State University. It covers foundational principles in service operations, focusing on service system design, levels of customer contact, service guarantees, service recovery, and the service-product bundle (explicit, implicit services, and facilitating goods). Key models and theories addressed include the Service-Profit Chain, service delivery system matrix, and customer-routed vs. provider-routed service structures. Students will examine differences between manufacturing and service operations, characteristics of high- and low-contact services, labor intensity, customization, and back/front office designations. This resource is ideal for students in operations management, service marketing, business administration, and hospitality management. It supports exam prep, service systems design analysis, and conceptual understanding of how customer interaction impacts service efficiency and profitability. Keywords: operations management, MQM 227, service design, customer contact, service-profit chain, service delivery system, implicit service, explicit service, facilitating goods, service recovery, service guarantee, service-product bundle, provider-routed, customer-routed, back office, front office, service matrix, high-contact services, low-contact services