Test Bank for Service Management: Operations, Strategy, Information Technology, 10th Edition by Sanjeev Bordoloi – Complete and Updated Coverage.

TesT Bank
Service Management Operations, Strategy, Information Technology
10th Edition by Sanjeev Bordoloi

Chapter 1-16

, Chapter 1
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
s LernmaterialB) bietet einefacility
supporting fundierte und praxisorientierte Unterstützung für Studierende in der Hochschul-
und Fachausbildung. Alle Kapitel sind vollständig abgedeckt und logisch aufgebaut, sodass eine effiziente
C) information
Wiederholung D)und
cost gezielte
of servicePrüfungsvorbereitung möglich ist.
Die Inhalte orientieren sich eng am jeweiligen Lehrbuch und helfen dabei, zentrale Themen sicher zu
verstehen und anzuwenden. Dank der klaren Struktur eignet sich diese Ressource sowohl für das
Selbststudium als auch für den Einsatz im Unterricht.
Ideal Question Details die Wert auf Vollständigkeit, Klarheit und akademische Qualität legen. Eine verlässliche
für Lernende,
Bloom's : Remember
Ergänzung für nachhaltiges Lernen und überzeugende akademische Leistungen.
AACSB : Communication
Difficulty : 1 Easy
•••• Afrikaans
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Hierdie deeglik :saamgestelde
Accessibility studiemateriaal is ontwerp om studente te help om hul leerdoelwitte
Keyboard Navigation met
selfvertroue te bereik.
Accessibility Dit dek
: Screen Reader alle hoofstukke volledig en volg die struktuur van die voorgeskrewe
Compatible
handboek noukeurig.
Die inhoud ondersteun aktiewe leer, bevorder begrip van kernbegrippe en help met doelgerigte
eksamenvoor
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
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible




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

, Learning Objective : 01-07 Describe a service using the five dimensions of the service package. Topic
: The Service Package
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) Service factory.
B) Service shop.
C) Public service.
D) Professional service.<em></em>



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




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