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| 1 | |
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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| 2 | |
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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| 3 | |
_______ 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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| 4 | |
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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| 5 | |
The major components of the queuing system are: |
| | A) | The source population and the customer arrival distribution pattern |
| | B) | The servicing system |
| | C) | How the customer exits the system |
| | D) | A and B |
| | E) | B and C |
| | F) | All of the above |
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| 6 | |
In the queuing system, which of the following is not an arrival characteristic? |
| | A) | Distribution mean |
| | B) | Pattern of arrivals |
| | C) | Size of the arrival population |
| | D) | Degree of patience of the customers |
| | E) | Length of the arrival queue |
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| 7 | |
The most common priority rule/queuing discipline is: |
| | A) | Emergencies first |
| | B) | Shortest processing time |
| | C) | First come, first served |
| | D) | Limited needs |
| | E) | Reservation first |
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| 8 | |
The admission of patients in a hospital is a typical example of: |
| | A) | Single channel, single phase |
| | B) | Single channel, multiple phase |
| | C) | Multiple channel, single phase |
| | D) | Multiple channel, multiple phase |
| | E) | Mixed |
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| 9 | |
A customer who arrives, looks, and then leaves is: |
| | A) | Being patient |
| | B) | Balking |
| | C) | Reneging |
| | D) | All of the above is correct |
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