MQM 227 Actual Questions and Correct Answers
Q1
Which of the following is NOT a general characteristic of a service? A. Production and
consumption are simultaneous B. The service can be transported C. No resale is possible D. The
service cannot be stored
Answer: The service can be transported
Q2
Which of the following are characteristics of a low-contact service delivery system? Lower costs
and more standardization. Greater flexibility, need for people who are highly skilled in
interpersonal relations, and a customer orientation. Need for people with a high level of
technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.
Both a and c. All of the above.
Answer: Both Lower costs and more standardization., Need for people with a high level
of technical skills oriented toward efficient processing, well-defined procedures, and
smooth flow.
Q3
The degree of customer contact measures:
Answer: The amount of time the customer is in the service delivery system while the
service is being produced
Q4
A. The amount of time the customer is separated from the service delivery system B The
amount of time the customer is in the service delivery system while the service is being
produced C. The customization abilities of the service system D. None of the above
Answer: The amount of time the customer is in the service delivery system while the
service is being produced
Q5
A service recovery process:
Answer: Is rapid compensation for a service failure
, Q6
A.
Answer: Is rapid compensation for a service failure
Q7
Follows every service
Answer: Is rapid compensation for a service failure
Q8
transaction
Answer: Is rapid compensation for a service failure
Q9
B.
Answer: Is rapid compensation for a service failure
Q10
Is an implicit service
Answer: Is rapid compensation for a service failure
Q11
C.
Answer: Is rapid compensation for a service failure
Q12
Is rapid compensation for a
Answer: Is rapid compensation for a service failure
Q13
service failure
Answer: Is rapid compensation for a service failure
Q1
Which of the following is NOT a general characteristic of a service? A. Production and
consumption are simultaneous B. The service can be transported C. No resale is possible D. The
service cannot be stored
Answer: The service can be transported
Q2
Which of the following are characteristics of a low-contact service delivery system? Lower costs
and more standardization. Greater flexibility, need for people who are highly skilled in
interpersonal relations, and a customer orientation. Need for people with a high level of
technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.
Both a and c. All of the above.
Answer: Both Lower costs and more standardization., Need for people with a high level
of technical skills oriented toward efficient processing, well-defined procedures, and
smooth flow.
Q3
The degree of customer contact measures:
Answer: The amount of time the customer is in the service delivery system while the
service is being produced
Q4
A. The amount of time the customer is separated from the service delivery system B The
amount of time the customer is in the service delivery system while the service is being
produced C. The customization abilities of the service system D. None of the above
Answer: The amount of time the customer is in the service delivery system while the
service is being produced
Q5
A service recovery process:
Answer: Is rapid compensation for a service failure
, Q6
A.
Answer: Is rapid compensation for a service failure
Q7
Follows every service
Answer: Is rapid compensation for a service failure
Q8
transaction
Answer: Is rapid compensation for a service failure
Q9
B.
Answer: Is rapid compensation for a service failure
Q10
Is an implicit service
Answer: Is rapid compensation for a service failure
Q11
C.
Answer: Is rapid compensation for a service failure
Q12
Is rapid compensation for a
Answer: Is rapid compensation for a service failure
Q13
service failure
Answer: Is rapid compensation for a service failure
