DOC PREVIEW
ODU OPMT 303 - Chapter 05 Service Delivery System Design Answer Key
Type Study Guide
Pages 21

This preview shows page 1-2-20-21 out of 21 pages.

Save
View full document
View full document
Premium Document
Do you want full access? Go Premium and unlock all 21 pages.
Access to all documents
Download any document
Ad free experience
View full document
Premium Document
Do you want full access? Go Premium and unlock all 21 pages.
Access to all documents
Download any document
Ad free experience
View full document
Premium Document
Do you want full access? Go Premium and unlock all 21 pages.
Access to all documents
Download any document
Ad free experience
View full document
Premium Document
Do you want full access? Go Premium and unlock all 21 pages.
Access to all documents
Download any document
Ad free experience
Premium Document
Do you want full access? Go Premium and unlock all 21 pages.
Access to all documents
Download any document
Ad free experience

Unformatted text preview:

Chapter 05 - Service Delivery System DesignChapter 05 Service Delivery System Design Answer KeyMultiple-Choice Questions 1. Which of the following is NOT a general characteristic of a service? A. Production and consumption are simultaneous.B. The service can be transported.C. No resale is possible.D. The service cannot be stored.LO: 5.1Topic: Defining ServiceDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Except for electricity and communications, services cannot be transported (though producers can be—see Table 5.1).2. Which of the following are characteristics of a low-contact service delivery system? A. Lower costs and more standardization.B. Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation.C. Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow.D. Both a and c.E. All of the above.LO: 5.4Topic: Customer ContactDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Flexibility, strong interpersonal skills, and customer orientation are not characteristics of a low-contact system.3. The degree of customer contact measures A. the amount of time the customer is separated from the service delivery system.B. the amount of time the customer is in the service delivery system.C. the customization abilities of the service system.D. none of the above.LO: 5.4Topic: Customer ContactDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: The degree of customer contact measures the amount of time for the service to be produced, delivered, and consumed by the customer—in other words, the amount of time the customer is in the service delivery system.5-1Chapter 05 - Service Delivery System Design4. A service recovery process A. follows every service transaction.B. is an implicit service.C. is rapid compensation for a service failure.D. is none of the above.LO: 5.5Topic: Service Recovery and GuaranteesDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Swift service recovery is necessary for an effective recovery process. 5. A service guarantee A. is like a product guarantee except that it is for a service.B. specifies exactly what the service delivery system must provide.C. builds loyalty.D. all of the above.LO: 5.5Topic: Service Recovery and GuaranteesDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: All are true of service guarantees (see Section 5.5).6. A good service guarantee A. is often an advertising gimmick.B. is an honest assurance that the customer will be satisfied.C. has many stipulations and conditions.D. costs a lot.LO: 5.5Topic: Service Recovery and GuaranteesDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Effective guarantees should not be viewed as any form of gimmick or contain many stipulations or conditions. 5-2Chapter 05 - Service Delivery System Design 7. Which of the following is NOT a correct statement? A. A service is produced and consumed simultaneously.B. Services are provided in a bundle of services and goods.C. The service delivery system should be designed primarily around the employees in the system.D. Low-contact services can usually be made more efficient than high-contact services.LO: 5.3Topic: Service Delivery System MatrixDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: The service delivery system is designed around the customer. 8. Which of the following is NOT a differentiator between manufacturing and service operations? A. TransportationB. Customer contactC. ResaleD. Cost per unitLO: 5.1Topic: Defining ServiceDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: Cost per unit is not a differentiator, though all of the others are (see Table 5.1).9. Which of the following is NOT a characteristic of service operations? A. Intangible output.B. The buyer can perform part of the production.C. The product cannot be stored.D. Ownership is transferred at time of purchase.LO: 5.1Topic: Defining ServiceDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Because services are intangible, ownership generally is not transferable. 5-3Chapter 05 - Service Delivery System Design 10. Which of the following is NOT an element of the service product bundle? A. Facilitating goodsB. Explicit serviceC. Implicit serviceD. Value of goods/serviceLO: 5.2Topic: Service Product BundleDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: A, B, and C are the three elements of the service product bundle. 11. ____-contact services require employees with administrative/technical skills and efficient processing routines. A. HighB. LowC. ModerateD. More than one of the above are true.LO: 5.4Topic: Customer ContactDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: In general, low-contact positions call for technical skills more than interpersonal skills. Routine methods are key to low-contact service efficiency. 12. An example of a service business/organization that has a high degree of customer contact, high customization, and a high degree of labor intensity is A. retailing.B. hotels.C. law practice.D. schools.LO: 5.4Topic: Customer ContactDifficulty: 3 HardAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Compared to the other choices, a law practice has far more contact, customization, and labor intensity. 5-4Chapter 05 - Service Delivery System Design13. Estate planning would be an example of A. a co-routed service.B. a customer-routed service.C. a provider-routed service.D. none of the above.LO: 5.3Topic: Service Delivery System MatrixDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Estate planning is typically highly customized with many process pathways and customers having a great deal of decision power.14. The service profit chain shows that _____ is the direct link to profitability. A. customer loyaltyB. customer satisfactionC. customer contactD. employee productivityLO: 5.7Topic: Service Profitability and EmployeesDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: B, C, and D are elements, but it is customer loyalty that ultimately drives profitability.15. Which of the following is NOT included in internal service quality in the service profit chain? A. Workplace designB. Job designC. Employee


View Full Document

ODU OPMT 303 - Chapter 05 Service Delivery System Design Answer Key

Type: Study Guide
Pages: 21
Download Chapter 05 Service Delivery System Design Answer Key
Our administrator received your request to download this document. We will send you the file to your email shortly.
Loading Unlocking...
Login

Join to view Chapter 05 Service Delivery System Design Answer Key and access 3M+ class-specific study document.

or
We will never post anything without your permission.
Don't have an account?
Sign Up

Join to view Chapter 05 Service Delivery System Design Answer Key 2 2 and access 3M+ class-specific study document.

or

By creating an account you agree to our Privacy Policy and Terms Of Use

Already a member?