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Multiple Choice Quiz 11S
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Fundamentals of Operations Management, 4/e
Mark M. Davis, Bentley College
Nicholas J. Aquilano, University of Arizona
Richard B. Chase, USC, School of Business
Waiting Line Management (11S. Waiting Line Theory)

Multiple Choice Quiz



1

Central to the waiting line problem is trade-off decision-comparing the extra cost of providing more rapid service with the costs of waiting.
A)True
B)False
2

Understanding customer satisfaction determinants provides service managers with an opportunity to improve operations and customer satisfaction.
A)True
B)False
3

Even if the actual performance is less than stated, but perceived performance is greater, the customer is most likely satisfied.
A)True
B)False
4

A single person waiting in line is normally more patient than one waiting with a group.
A)True
B)False
5

Waiting line management is most closely associated with the following competitive priority:
A)Quality
B)Speed
C)Reliability
D)Delivery
6

Which of the following is NOT an important type of wait in determining customer service?
A)Unfair waits
B)Uncomfortable waits
C)Unreliable waits
D)Unexplained waits
7

The wait in which you are told to wait but you don't know why is an example of an:
A)Unfair wait
B)Uncomfortable wait
C)Unreliable wait
D)Unexplained wait
8

The lift line at the Bogus Basin ski resort in Boise, Idaho utilizes which concept?
A)Solo and group waits
B)Comfortable waits
C)Fair waits
D)Explained waits
9

Put the following customer behavior considerations in the proper order over time.

  1. Satisfaction
  2. Performance
  3. Expectations
  4. Attitudes
  5. Intentions
A)1-2-3-4-5
B)4-3-5-2-1
C)4-3-2-1-5
D)3-2-1-4-5
E)5-4-3-2-1
10

Match the following terms to the correct classification.

  1. Firm-related Factors
  2. Customer-related Factors
    1. Unfair waits
    2. Group waits
    3. Unexplained waits
    4. Uncomfortable waits
A)2A, 2B, 1C, 1D
B)1A, 2B, 1C, 1D
C)1A, 1B, 1C, 2D
D)2A, 1B, 1C, 2D
11

In comparing services to manufacturing in terms of waiting line management, waiting customers are typically viewed as:
A)Cost creators
B)Revenue generators
C)Inventory
D)Equipment users
12

Which of the following is NOT likely to reduce perceived waiting time for customers?
A)Music for telephone customers on hold
B)Cross training employees
C)Reduce the setup time for service activities
D)Using a level strategy for providing services




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