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Question: 11. Which queue configuration permits opportunities


11. Which queue configuration permits opportunities for division of labor and service differentiation?
a. Multiple queue
b. Single queue
c. Take a number
d. Self-serve
12. One advantage of the multiple queue compared to a single queue is that multiple queues
a. Minimize wait times.
b. Reduce the average service time.
c. LEAD to a perceived shorter service time.
d. Lead to a perceived shorter wait time.
13. After selecting a line in a multiple queue system, a customer is ________ when she or he switches to a different line perceive it to be moving faster.
a. Jockeying
b. Balking
c. Reneging
d. Weaving
14. All but one of the following are techniques to lessen the boredom of waiting customers:
a. Placement of mirrors in elevators.
b. Telling customers how long the wait is at different points in the queue.
c. Installing a television tuned to CNN.
d. Displaying time with a large analog clock.
15. Which of the following is not an essential feature of a queuing system?
a. Calling population
b. Queue configuration
c. Service process
d. Customer
16. Empirical studies have suggested that the distribution of inter-arrival times is:
a. Poisson
b. Exponential
c. Uniform
d. FCFS
17. Spatial distribution of demand is important to consider in which of the following services?
a. Restaurants
b. Banking
c. Emergency ambulance services
d. Motels
18. Which of the following is not an advantage of a multiple-queue configuration?
a. FCFS rule is guaranteed.
b. Differentiation of service can be provided.
c. Division of labor is possible.
d. Customers have choice of server.
19. Supermarkets can be described by which of the following facility arrangement?
a. Self-serve followed by service in parallel
b. Many service centers in parallel and series
c. Servers in parallel
d. Self-service


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> 1. The calling population is termed finite when: a. There is restriction on the maximum number in the queue. b. Only a limited number of people may use the facility in any given period. c. The interarrival time is not very large. d. There is no queue di

> 14. Which one of the following is not a characteristic of firms using yield management? a. Ability to segment their market b. Perishable inventory c. Variable capacity d. Product sold in advance 15. Which one of the following is not an example of the dif

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> 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  (c) (d)   12. Which of the following is a strat

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> 14. A service blueprint will not facilitate creative problem solving because it will be too rigid a definition of the service delivery system. 15. Investment banking is a financial service that has high complexity and high divergence. 16. Limited discret

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> 11. Selling information and developing new services are examples of the role that information technology plays in generating revenue. 12. Information technology can be used to promote customer loyalty. 13. The IRS has identified frequent-user programs

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> 31. A highly scalable firm such as Kelly Blue Book (kkb.com) requires a call center. 32. Scalability is enhanced with self-service. 33. Customers seldom take note of firms that are leaders in the sustainability movement. 34. Recycling paper and reducing

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