Test Bank — Service Management: Operations, Strategy, Information Technology, 10th Edition — Sanjeev K. Bordoloi, James A. Fitzsimmons & Mona J. Fitzsimmons — ISBN 9781264098354 — Latest Update 2025/2026 — (All Chapters Covered 1–16)

Service Management Operations
Strategy Information Technology
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10th Edition
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TEST BANK
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Sanjeev K. Bordoloi
James A. Fitzsimmons
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Mona J. Fitzsimmons

────────────────────────────────────────────────────
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Comprehensive Test Bank for Instructors
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and Students
© Sanjeev K. Bordoloi, James A. Fitzsimmons & Mona J. Fitzsimmons.
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All rights reserved. Reproduction or distribution without permission is prohibited.
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© BooksbyMed

, Service Management: Operations, Strategy, Information Technology –
10th Edition
(ISBN 9781264098354)
Sanjeev K. Bordoloi, James A. Fitzsimmons, and Mona J. Fitzsimmons



TABLE OF CONTENTS

Part One: Understanding Services
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Chapter 1. The Service Economy
Chapter 2. Service Strategy
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Part Two: Designing the Service Enterprise
Chapter 3. New Service Development
Chapter 4. The Service Encounter
Chapter 5. Supporting Facility and Process Flows
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Chapter 6. Service Quality
Chapter 7. Process Improvement
Supplement: Data Envelopment Analysis (DEA)
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Chapter 8. Service Facility Location

Part Three: Managing Service Operations
Chapter 9. Service Supply Relationships
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Chapter 10. Globalization of Services
Chapter 11. Managing Capacity and Demand
Chapter 12. Managing Waiting Lines
Chapter 13. Capacity Planning and Queuing Models
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Supplement: Computer Simulation

Part Four: Quantitative Models for Service Management
Chapter 14. Forecasting Demand for Services
Chapter 15. Managing Service Inventory
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Chapter 16. Managing Service Projects
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© BooksbyMed

,Student name:__________
1) Services are deeds, processes, and performances.
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⊚ false



2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy
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to another.
⊚ true
⊚ false
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3) The fall in employment in the agricultural sector is the primary reason for the increase in
service sector employment.
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⊚ true
⊚ false
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4) The consumer participates in the service process, which is not the case in manufacturing.
⊚ true
⊚ false
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5) The classification of service systems using the “service process matrix” is based on two
considerations: degree of labor intensity, and the degree of service customization.
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⊚ true
⊚ false



6) From an open-systems view, the output of a service system consists of satisfied customers.
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⊚ true
⊚ false
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7) The service experience defined as escapism requires the most commitment from the customer.
⊚ true
⊚ false




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, 8) 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.
⊚ true
⊚ false



9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
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customer's perception of the service.
⊚ true
⊚ false
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10) The fact that services can be inventoried is an important characteristic, which distinguishes
them from manufacturing.
⊚ true
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⊚ false
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11) Reduction of the role played by the consumer is an effective way of improving productivity
and decreasing the cost of the service.
⊚ true
⊚ false
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12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
⊚ true
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⊚ false



13) Both manufacturing and services can suffer from technological obsolescence.
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⊚ true
⊚ false
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14) Health care services are projected to have the greatest percent change in U.S. employment in
the period 2008–2018.
⊚ true
⊚ false




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