Test Bank - Service Management Operations, Strategy, Information Technology 10th Edition By Sanjeev Bordoloi

Test Bank for
Service Management Operations, Strategy, Information Technology 10th Edition
By Sanjeev Bordoloi
M
Chapter 1-16 Answers are the at end of Each chapter
ED
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?
C
1) ______
O
A) explicit services
B) supporting facility
C) information
N
D) cost of service
N

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

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

, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
M
ED
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
C
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
O

3) Which of the following isnot true of services?
N
3) ______
N
A) The customer is the input.
B) The customer takes an active part in the service.
O
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
IS

Question Details
AACSB : Communication
SE
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
U
R
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
M
ED
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
C
Accessibility : Keyboard Navigation
O

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?
N
5) ______
N
A) Service factory.
B) Service shop.
O
C) Public service.
D) Professional service.<em></em>
IS

Question Details
Bloom's : Remember
SE
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
U
R
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
M
ED
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
C
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
O

7) Division of labor is the central concept of ________blank.
N
7) ______
N
A) industrial societies
B) preindustrial societies
O
C) agrarian societies
D) postindustrial societies<em></em>
IS

Question Details
AACSB : Communication
Bloom's : Understand
SE
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
U
R
8) An empty airline seat or hotel room not occupied best illustrates the characteristic of a
service's ________blank.
8) ______