Questions from Service Management

Q: 1. The concept of quality service deployment is based on the

1. The concept of quality service deployment is based on the belief that services should be designed to reflect customer requirements. 2. Being meaningful and easy to invoke are important elements of...

Q: 11. Serving complimentary drinks on a delayed flight is an example

11. Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer. 12. In the service quality gap model, GAP1 arises because of t...

Q: 1. DEA circumvents the need to develop standard costs for each

1. DEA circumvents the need to develop standard costs for each service when comparing the efficiency of multiple service units that provide similar services. 2. Data envelopment analysis (DEA) is best...

Q: 1. Finding a unique set of sites in a multi-

1. Finding a unique set of sites in a multi-location problem is a simple extension of the methods used for single facility location. 2. When a customer travels to the service facility, the direct cost...

Q: 11. Geographic information systems are a visual method of displaying data

11. Geographic information systems are a visual method of displaying data. 12. Cross-median is an approach to the location of a single facility using the metropolitan metric to maximize the total dist...

Q: 1. In the physical goods supply chain, information moves to

1. In the physical goods supply chain, information moves to the left and material to the right. 2. Customer demand variability is the most difficult factor to determine in a goods supply chain. 3. In...

Q: 14. Customer-supplier duality acknowledges the customer inputs in a

14. Customer-supplier duality acknowledges the customer inputs in a service relationship. 15. A bank is an example of a service provider with a single-level bi-directional service supply relationship....

Q: 14. Retail and wholesale trade had the greatest percentage of U

14. Retail and wholesale trade had the greatest percentage of U.S. employment by industry in 2014. 15. From a marketing perspective, services, unlike goods, involve transfer of ownership. 16. It is co...

Q: 1. Network development is a consideration in the decision to plan

1. Network development is a consideration in the decision to plan a multinational service. 2. When a firm offers multiple services at a single location, it is using a clustered service strategy. 3. A...

Q: 11. A diversified network is a situation where many services are

11. A diversified network is a situation where many services are offered at a single location. 12. Franchising usually is used when developing a focused network. 13. A family restaurant is an example...