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Service Management: Operations, Strategy, Information Technology 10th Edition 2024 TEST BANK By Sanjeev Bordoloi, All Chapters 1 - 16, Complete Newest Version18,90 €
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Service Management: Operations, Strategy, Information Technology 10th Edition 2024 TEST BANK By Sanjeev Bordoloi, All Chapters 1 - 16, Complete Newest Version
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Service Management
Service Management: Operations, Strategy, Information Technology 10th Edition 2024 TEST BANK By Sanjeev Bordoloi, All Chapters 1 - 16, Complete Newest Version
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Bordoloi/Fitzsimmons, Service Management: Operations, Strategy, Information Technology 10th Edition 2024 TEST BANK, Verified Chapters 1 - 16, Complete Newest Version
Test Bank for Service Management Operations, Strategy, Information Technology 9th Edition by Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons
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TEST BANK
Service Management Operations, Strategy,
Information Technology 10th Edition
By Sanjeev Bordoloi Chapter 1 - 16
,TABLE OF CONTENTS
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
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
,Chapter 1 The Service Economy
Answers are the at end of Each Chapter
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
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
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
7) Division of labor is the central concept of
blank. 7)
A) industrial societies
B) preindustrial societies
C) agrarian societies
D) postindustrial societies<em></em>
Question Details
AACSB :
Communication
Bloom's : Understand
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
8) An empty airline seat or hotel room not occupied best illustrates the characteristic
of a service's blank.
8)
, 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
9) Which type of service falls under the category of “high labor/low customization”?
9)
A) service factory
B) service shop
C) mass service
D) professional service
Question Details
AACSB :
Communication
Bloom's : Understand
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader
Compatible
10) Which one of the following isnot a value-added service provided by a
manufacturer to increase profits?
10)
, A) financing or leasing
B) customer-support call center
C) after-sales maintenance
D) network and communication services
Question Details
Learning Objective : 01-01 Describe the central role of services in an economy.
Topic : Facilitating Role of Services in an Economy
AACSB :
Communication
Bloom's : Understand
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
11) Which of the following isnot a feature of the new experience economy?
11)
A) The experience is memorable.
B) The experience is customized.
C) The customer is treated as a guest.
D) The experience is staged. <i></i>
Question Details
AACSB :
Communication
Bloom's : Understand
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
12) The key technology of a postindustrial society is
blank. 12)
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