Question 1

Services are more ____________________ than products.&#10;A)tangible.&#10;B)centralized&#10;C)consistent&#10;D)easily emulated

Accepted Answer

Services are more easily emulated than products because they often involve processes and interactions that can be replicated by competitors.

Question 2

A service is&#10;A)An act,deed or performance&#10;B)Performed without regard to profitability&#10;C)Is clearly distinct from a product&#10;D)all of the above

Accepted Answer

A service is an act, deed, or performance provided to a customer, often in exchange for payment. It is not necessarily performed without regard to profitability, nor is it always clearly distinct from a product, as many services are bundled with products.

Question 3

A service package includes&#10;A)Physical items,sensual benefits and psychological benefits&#10;B)Both standard and customized products&#10;C)Time and consistency&#10;D)Surprises and complimentary items

Accepted Answer

A service package typically includes physical items (such as products or tangible components), sensual benefits (such as the sensory experience of using the service), and psychological benefits (such as emotions or feelings associated with the service). This definition is generally accepted in service marketing literature. B, C, and D may be components of a service package, but do not encompass all possible elements.

Question 4

In service blueprinting,the delineation between the front office and back office is called the&#10;A)Line of interaction&#10;B)Line of visibility&#10;C)Line of influence&#10;D)Line of support

Accepted Answer

The delineation between the front office and back office in service blueprinting is called the line of visibility. This line separates the customer-facing activities (front office) from the behind-the-scenes activities that support those activities (back office). The line of visibility helps to identify potential areas for improvement, such as streamlining processes or improving communication between front and back office staff.

Question 5

$\lambda$/$\mu$ represents the&#10;A)arrival rate&#10;B)service rate&#10;C)utilization rate&#10;D)number of customers in the system

Accepted Answer

F1F1F1S1 represents the interarrival time distribution and F1F1F10F1F1F1S1 represents the service time distribution. Therefore, the utilization rate can be calculated by dividing the service rate (1/F1F1F10) by the arrival rate (1/F1F1F1).

Question 6

Which of the following specifications are included in service design,but are not typically part of product design?&#10;A)Customer specifications&#10;B)Performance specifications&#10;C)Design specifications&#10;D)Delivery specifications

Accepted Answer

Delivery specifications are typically included in service design, but not in product design. Customer, performance, and design specifications are important in both service and product design.

Question 7

The design of the physical environment in which a service takes place is called&#10;A)ambient design&#10;B)location design&#10;C)a servicescape&#10;D)service blueprinting

Accepted Answer

The term used to describe the design of the physical environment in which a service takes place is a servicescape. Therefore, the best choice is C. Ambient design refers to the creation of an environment that stimulates the senses, location design is only a part of the servicescape, and service blueprinting is a diagrammatic representation of the service process.

Question 8

_____________ represent the number of parallel servers.&#10;A)Channels&#10;B)Phases&#10;C)Queues&#10;D)Process steps

Accepted Answer

Channels typically represent the number of parallel servers in a system. Phases refer to different stages of a process or task, queues represent waiting lines for service, and process steps are individual tasks within a larger process.

Question 9

The service-process matrix classifies services based on&#10;A)Labor intensity and customization&#10;B)Volume and cost&#10;C)Type of customer and type of service&#10;D)Size and profitability

Accepted Answer

The service-process matrix classifies services based on labor intensity and customization. It helps in identifying the most effective service delivery process based on the characteristics of the service being provided. The matrix categorizes services into four quadrants: Service Factory, Service Shop, Mass Service, and Professional Service. These quadrants are based on the degree of labor intensity and customization required for the service. Volume and cost, type of customer and type of service, and size and profitability are not the primary factors considered in the service-process matrix.

Question 10

In queuing theory,&#10;A)the arrival rate is almost always greater than the service rate&#10;B)arrivals tend to occur in waves,with long periods of idle time and short periods of intense activity.&#10;C)multiple servers are not considered&#10;D)All of the above&#10;E)None of the above

Accepted Answer

Arrivals in many queuing systems indeed tend to occur in waves, leading to periods of high activity followed by periods of low or no activity. This pattern is observed in various settings, such as retail, transportation, and telecommunications.

Question 11

Services account for more than 50% of GDP in all of the following countries except&#10;A)U.S.&#10;B)China&#10;C)Japan&#10;D)Germany

Accepted Answer

The answer of Services account for more than 50% of...

Question 12

Services account for ____ of the U.S.labor force.&#10;A)45%&#10;B)60%&#10;C)85%&#10;D)90%

Accepted Answer

The answer of Services account for ____ of the U.S.labor...

Question 13

The source of customers to a waiting line system is referred to as&#10;A)the queue discipline&#10;B)the service population&#10;C)the service channel&#10;D)the calling population

Accepted Answer

The answer of The source of customers to a waiting...

Question 14

Service design involves designing&#10;A)The customer's experience&#10;B)The facility where the service takes place&#10;C)The tasks to be performed by the service provider&#10;D)All of the above

Accepted Answer

The answer of Service design involves designing&#10;A)The customer's experience&#10;B)The facility...

Question 15

Queuing theory is based on certain distributions of arrival rate and service rate.Research and practical experience have shown that both arrival rate and service rate follow a _______ distribution.&#10;A)Poisson&#10;B)Normal&#10;C)Exponential&#10;D)Uniform

Accepted Answer

The answer of Queuing theory is based on certain distributions...

Deck 7: Service Design