Ch 3 HW Flashcards
(24 cards)
Which of the following is not a characteristic of a production-line approach to provide a service?
a) division of labor
b) substitution of technology for people
c) standardization of the process and service provided
d) high employee autonomy in task execution
d) high employee autonomy in task execution
One advantage of reduced divergence is ________blank.
a) quicker response to market demands
b) greater efficiency
c) maximization of revenue per customer
d) the ability to command higher prices
b) greater efficiency
Service processes can be classified according to each of the following, except the ________blank.
a)degree of customer satisfaction
b) degree of customer contact
c) object of the service activity defined as goods, information or people
d) degree of divergence ranging from standard to customized service
a)degree of customer satisfaction
Which one of the following is not an example of a high customer contact service?
a) dry cleaning
b) banking
c) school
d) hotel
a) dry cleaning
The term “customer contact” refers to the ________blank.
a) handling of the product by the customer
b) influence the customer has on service design
c) amount of time spent waiting in the system
d) physical presence of the customer in the system
d) physical presence of the customer in the system
A service with a low degree of divergence allows a manager to consider all but one of the following options.
a) Hire workers who have little technical skills.
b) Substitute automation for repetitive tasks.
c) Empower workers with decision-making authority.
d) Incorporate a “production-line” approach to service.
c) Empower workers with decision-making authority.
The most interactive element in the service blueprint of a fitness facility is the ________blank.
a) choice of music played
b)amount and type of exercise equipment
c) attention given to prospective members on their initial visit
d) cleanliness of the locker rooms
c) attention given to prospective members on their initial visit
A service blueprint can be used for all but one of the following.
a) educate customers
b) identify areas of service improvement
c) maintain the level of service complexity and divergence
d) identify points where moments of truth will occur
c) maintain the level of service complexity and divergence
For companies offering customized services, which one of the following is true?
a) A comprehensive employee hiring process is very important.
b) Employees tasks are low on divergence
c) a production line approach to service is desirable
d) information processing plays a minor role
a) A comprehensive employee hiring process is very important.
Which of the following is not an increase in service complexity?
a) A supermarket adds a florist shop.
b) A supper club opens for Sunday brunch.
c) A restaurant switches from “house salad” to a salad bar with 40 items.
d) A health spa hires a massage therapist.
b) A supper club opens for Sunday brunch.
Which of the following is not an advantage of reducing the divergence of a service process?
a) improved productivity
b) uniformity
c) greater flexibility
d) reduced costs
c) greater flexibility
A service blueprint with a large number of intricate steps is considered to have a ________blank.
a) high degree of divergence
b) low degree of complexity
c) high degree of complexity
d)low degree of divergence
c) high degree of complexity
The new service development process cycle contains all but one of the following activities.
a) engineering
b) analysis
c) development
d) full launch
a) engineering
Which of the following is not an incremental service innovation?
a) service line extension
b) service improvements
c) style changes
d) service quality initiative
d) service quality initiative
Which of the following is not a service design element?
a) capacity planning
b) managing capacity and demand
c) market research
d) information
c) market research
Which of the following features does not illustrate a contribution that the customer can make in the delivery of services?
a) substitution of customer labor for provider labor
b) smoothing service demand
c) service standardization
d) none of these are correct.
c) service standardization
Only ________blank exceeded the United States in percent of nonmanufacturing share of total business R&D expenditure in 2001.
a) Japan
b) Norway
c) Sweden
d) United Kingdom
b) Norway
Internet ________blank shared the highest customer satisfaction score with Express Delivery.
a) search engines
b) auctions
c) brokerage
d) retail
d) retail
________blank is not a source of technology-driven service innovation.
a) Power/energy
b) Material
c) Location
d) Facility Design
c) Location
In service design, to promote sales opportunity, ________ is preferred to ________.
a) phone contact, face-to-face customized
b) onsite technology, website
c) website, onsite technology
d) None of these are correct.
b) onsite technology, website
________is not one of the categories of intellectual property.
a) trademark
b) trade secret
c) industrial design
d) process layout
d) process layout
Check processing is an example of a process with ________.
a) indirect customer contact and low divergence
b) direct customer contact and low divergence
c) no customer contact and high divergence
d) no customer contact and low divergence
d) no customer contact and low divergence
________ is not one of the three broad categories of Virtual Health.
a) Telehealth
b) Digital Therapeutics
c) Remote diagnostics
d) Care navigation
c) Remote diagnostics
A Blockchain is described by all but one of the following:
a) foundation of the digital currency Bitcoin
b) Runs on millions of individual computers
c) Links transactions (blocks) to an ever-growing chain
d) is a private digital ledger
a) foundation of the digital currency Bitcoin
