Questions from Service Management

Q: 11. What defines the capacity of a service product layout?

11. What defines the capacity of a service product layout? a. The activity requiring the most time per customer. b. The size of the queue. c. How tasks are allocated among servers. d. Ability of worke...

Q: 1. Which of the following dimensions of service quality is most

1. Which of the following dimensions of service quality is most important to customers? a. Empathy b. Assurance c. Reliability d. Tangibles 2. Which of the following is not an advantage of offering a...

Q: 11. Which quadrant in the matrix below represents attributes of a

11. Which quadrant in the matrix below represents attributes of a good service guarantee? No Conditions Many Conditions No Conditions Many Conditions  Complex Detailed (a) (b)  Clear Precise...

Q: 1. Data Envelopment Analysis (DEA) is a method for

1. Data Envelopment Analysis (DEA) is a method for: a. Measuring a firm's quality performance by comparing it with other companies that are recognized as "best in class." b. Determining the feasibili...

Q: 1. A strategy that can be used by urban retailers to

1. A strategy that can be used by urban retailers to locate multiple sites close to each other in high-density areas despite the potential for cannibalization is called a. Competitive clustering. b. M...

Q: 11. In the Huff retail location model, the value of

11. In the Huff retail location model, the value of ( estimates ______________ a. Amount of travel time to reach a service facility. b. The importance of convenience in attracting customers. c. The im...

Q: 1. The physical goods supply chain contains all but one of

1. The physical goods supply chain contains all but one of the following elements: a. Competitor. b. Distributor. c. Retailer. d. Customer. 2. The impact of the production element on physical goods su...

Q: 14. Which of the following service providers likely would be involved

14. Which of the following service providers likely would be involved in a single-level bi-directional service supply relationship? a. Pharmacy b. Professor c. Garage d. Mortgage company 15. All but o...

Q: 1. Which of the following is not one of the major

1. Which of the following is not one of the major considerations in planning multinational operations? a. Cultural transferability b. Technological compatibility c. Network development d. Host governm...

Q: 14. Which among the following strategies is used by fast-

14. 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 proc...