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| 1 | |
Generalizations that can be made pertaining to the nature of services include: |
| | A) | Everyone is an expert on services |
| | B) | Quality of work is quality of service |
| | C) | High-contact services are experienced |
| | D) | A and B |
| | E) | A and C |
| | F) | A, B, and C |
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| 2 | |
Home repair services are an example of: |
| | A) | Facilities-based services |
| | B) | Field-based services |
| | C) | Internal services |
| | D) | All of the above |
| | E) | None of the above |
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| 3 | |
The service triangle includes: |
| | A) | The service strategy |
| | B) | Employees |
| | C) | Management |
| | D) | Support systems |
| | E) | A, B, and C |
| | F) | A, B, and D |
| | G) | All of the above |
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| 4 | |
The ______ the percentage of contact time between the service system and the customer, the ________ the degree of interaction between the two during the production process. |
| | A) | Greater, lesser |
| | B) | Lesser, greater |
| | C) | Greater, greater |
| | D) | None of the above |
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| 5 | |
The item "most" emphasized by the survey respondents of the 1997 survey conducted by Roth, Chase, and Voss was: |
| | A) | Accessibility |
| | B) | Openness to employees |
| | C) | Leadership |
| | D) | Listening to the customer |
| | E) | Service tangibles |
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| 6 | |
Which of the following is not an alternative identified in the service-system design matrix? |
| | A) | Mail contact |
| | B) | Face-to-face loose specs |
| | C) | Face-to-face tight specs |
| | D) | Phone contact |
| | E) | All of the above are identified |
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| 7 | |
______________ refers to service encounters whose specifications must be developed through some interaction between the customer and the server. |
| | A) | Mail contact |
| | B) | Face-to-face loose specs |
| | C) | Face-to-face tight specs |
| | D) | Phone contact |
| | E) | Face-to-Face total customization |
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| 8 | |
Which of the following statements is not true about the strategic uses of the service-system design matrix? |
| | A) | Enables systematic integration of operations and marketing strategy |
| | B) | Permits comparison with how other firms deliver specific services |
| | C) | Indicates life cycle changes that might be in order as the firm grows |
| | D) | Both A and B |
| | E) | Both B and C |
| | F) | A, B, and C |
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| 9 | |
The approach to delivering on-site service made famous by Nordstrom department stores is: |
| | A) | Production line approach |
| | B) | Self-service approach |
| | C) | Personal attention approach |
| | D) | None of the above |
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| 10 | |
Which of the following is not an element of a good service guarantee? |
| | A) | Unconditional |
| | B) | Easy to understand and communicate |
| | C) | Painless to invoke |
| | D) | Ensures the firm makes a profit |
| | E) | Meaningful to the customer |
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