Questions from Service Management

Q: 11. The elimination of paper-based documents between organizatins is

11. The elimination of paper-based documents between organizatins is made possible by: a. ERP. b. EDI. c. MRP. d. POS. 12. Service level influences _______ and ________. a. Reorder point, safety stoc...

Q: 1. Which of the following is not true about a critical

1. Which of the following is not true about a critical path in a project network with certain activity times? a. Activities on the critical path have the least slack. b. The longest activity in the pr...

Q: 11. Which one of the following attributes is not considered in

11. Which one of the following attributes is not considered in the selection of a project manager? a. Credibility. b. Originality. c. Sensitivity. d. Ability to handle stress. 12. The four sequential...

Q: 12. Services can create barriers to entry by __________ a

12. Services can create barriers to entry by __________ a. Using economies of scale. b. Creating switching costs. c. Using databases and information technology. d. All of the above. 13. Which of the f...

Q: 1. Which of the following is not a characteristic of a

1. 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 an...

Q: 12. A service blueprint with a large number of intricate steps

12. A service blueprint with a large number of intricate steps is considered to have a a. High degree of divergence. b. Low degree of complexity. c. High degree of complexity. d. Low degree of diverge...

Q: 1. A customer who is interested in the self-service

1. A customer who is interested in the self-service option would find which of the following dimensions of service most important? a. Risk involvement b. Customer's control of the situation c. Amount...

Q: 13. Three elements (the service organization, the contact personnel

13. Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer? 14. Employee empower...