Ch 1 HW Flashcards
(23 cards)
The service package consists of five features. Which one of the features listed below is not included in the package?
a) explicit services
b) supporting facility
c) information
d) cost of service
d) cost of service
The major input into a large public hospital from a service point of view would be ________.
a) physicians’ services
b) patients
c) nursing services
d) federal reimbursement (medicare/medicaid)
b) patients
Which of the following is not true of services?
a) the customer is an input
b) the customer takes an active part in the service
c) a service can be inventoried
d) production and consumption occur simultaneously
c) a service can be inventoried
Which of the following is not a type of service in the non-ownership classification?
a) goods rental
b) information
c) labor and expertise
d) network usage
b) information
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?
a) Service Factory
b) Service shop
c) Public Service
d) Professional Service
c) Public Service
Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?
a) public university
b) cruise ship
c) plumbing repair
d) chiropractor
d) chiropractor
Division of labor is the central concept of ________.
a) industrial societies
b) preindustrial societies
c) agrarian societies
d) postindustrial societies
a) industrial societies
An empty airline seat or hotel room not occupied best illustrates the characteristic of a service’s ________.
a) time perishability
b) labor intensity
c) intangibility
d) simultaneous production and consumption
a) time perishability
Which type of service falls under the category of “high labor/low customization”?
a) service factory
b) service shop
c) mass service
d) professional service
c) mass service
Which one of the following is not a value-added service provided by a manufacturer to increase profits?
a) financing or leasing
b) customer-support call center
c) after-sales maintenance
d) network and communication services
b) customer-support call center
Which of the following is not a feature of the new experience economy?
a) the experience is memorable
b) the experience is customized
c) the customer is treated as a guest
d) the experience is staged
b) the experience is customized
The key technology of a postindustrial society is ________?
Information
Capital decisions, technological advances, and managing demand are some managerial challenges for a ________.
a) service factory
b) service shop
c) mass service
d) professional service
a) service factory
Which among the following strategies is used by fast-food restaurants to reduce costs?
a) Increase advertising via the Internet.
b) Allowing the customer to play an active part in the service process.
c) Increase prices.
d) Increasing menu items to cater to varying tastes.
b) Allowing the customer to play an active part in the service process.
Which one of the following reasons best explains the recession-resistant nature of services?
a)The number of jobs in maintenance and repair services increases during recessions.
b) Many service employees, such as those who work on commission, do not need to be laid off during recessions.
c) Many services, such as healthcare, are essential.
d) Services cannot be inventoried.
d) Services cannot be inventoried.
The concept of economies of scale is best described as ________
a) the replacement of fixed costs with variable costs
b) selling a wider range of products
c) a synonym for economies of scope
d) the replacement of variable costs with fixed costs
d) the replacement of variable costs with fixed costs
The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?
a) supporting facility
b) facilitating goods
c) explicit services
d) implicit services
d) implicit services
The concept of economies of scope is best described as ________.
a) a synonym for economics of scale
b) the use of brand extensions
c) using existing channels of distribution to introduce a new product
d) extending existing distribution channels to reach new customers
c) using existing channels of distribution to introduce a new product
Which of the following is not a principle on which service experience design is based?
a) theme the experience
b) eliminate negative cues
c) mix in memorabilia
d) encourage customer feedback
d) encourage customer feedback
________blank is a foundation premise of Service-Dominant Logic.
a) The customer is always right.
b) Only postindustrial economies are service economies.
c) Goods are distribution mechanisms for service provision.
d) Money is the fundamental basis of exchange.
c) Goods are distribution mechanisms for service provision.
The realms of an experience include all but one of the following.
a) enertaininment
b) education
c) estheticism
d) elation
d) elation
Which of the following is an example of a business service (B2B)?
a) communications
b) auditing
c) retailing
d) leasing
b) auditing
Service innovation is driven by which factor listed below?
a) new product tech
b) customer needs
c) observant contact employee
d) all of these are correct
d) all of these are correct
