Question 1

Which of the following is likely an example of a high contact service?
A) Nail salon
B) ATM
C) Self-service checkout lane at a grocery store
D) Online banking service

Accepted Answer

A nail salon is a service that requires a high level of customer interaction and physical contact between the customer and service provider. The other options listed do not require the same level of physical interaction and personal service.

Question 2

Poorly provided service experiences tend to be _______ correctable than a defective, manufactured product.
A) neither more nor less
B) more
C) less
D) far more

Accepted Answer

Service experiences are often less correctable than manufactured products because they are intangible and occur in real-time, making it difficult to rectify issues after the fact.

Question 3

Manufactured products ___________ inventoried.
A) cannot be
B) are rarely
C) are difficult to be
D) can be

Accepted Answer

Manufactured products can be inventoried.

Question 4

A bank has discovered that their tellers receive vastly different ratings from a mystery shopper. This is an example of which characteristic of services?
A) Service quality varies from server to server
B) Services are intangible
C) Services cannot be inventoried
D) Service quality varies from company to company

Accepted Answer

This scenario describes how different tellers within the same bank are delivering different levels of service quality, highlighting that service quality can vary from server to server.

Question 5

Transportation, communications, utilities, wholesale trade, retail trade, finance, insurance, real estate, and public administration are considered to be in which sector of the U.S. economy?
A) Farming
B) Goods
C) Services
D) Political

Accepted Answer

These industries are all part of the service sector of the U.S. economy.

Question 6

The key difference between manufacturers and services is?
A) Manufacturers create tangible goods while services are intangible
B) Services are typically more expensive than manufacturing
C) There are no major differences between the two
D) Manufacturers create intangible goods while services are tangible

Accepted Answer

The main difference between manufacturers and services is that manufacturers create tangible goods such as products while services are intangible and involve a non-physical activity or benefit.

Question 7

Which of the following is likely an example of a low contact service?
A) Beauty parlor
B) Custom sandwich shop
C) ATM
D) Coffee shop

Accepted Answer

An ATM is a classic example of a low-contact service. It requires minimal interaction between the customer and the service provider. Beauty parlors, custom sandwich shops, and coffee shops all require a significant amount of interaction between the customer and the service provider, making them high-contact services.

Question 8

Which of the following might be a problem that is typical of services?
A) Intangible product
B) Decentralized location
C) Inability to store services in inventory
D) Quality based on customer perceptions

Accepted Answer

The answer of Which of the following might be a...

Question 9

NYA provides consulting for human resources departments at major corporations. What type of company is NYA?
A) Virtual
B) Services
C) Manufacturing
D) Neither services nor manufacturing

Accepted Answer

NYA provides consulting services, specifically in the realm of human resources. It is not a manufacturing company and it is not strictly virtual, as it likely has physical offices and employees. Therefore, the best choice is B) Services.

Question 10

Services ___________ inventoried.
A) cannot be
B) are easily
C) are often
D) can be

Accepted Answer

Services are intangible and cannot be stored or inventoried like physical goods.

Question 11

The amount or percentage of time customers are in contact with the service system while the service is being provided refers to?
A) Time or percentage of time in queue
B) Interaction
C) Engagement
D) Customer contact

Accepted Answer

Customer contact refers to the amount or percentage of time customers are in contact with the service system while the service is being provided. Option A refers specifically to the time customers spend waiting in line, while options B and C are not as specific to the amount of time in contact with the service system.

Question 12

A low contact service is often characterized by which of the following?
A) Many customization options
B) A high degree of direct interaction with the customer
C) A need for a small number of service facilities
D) High degrees of automation

Accepted Answer

A low contact service is one in which the customer has a low level of direct interaction with the service provider. This type of service is often characterized by high levels of automation, where technology is used to perform many of the service tasks. This allows for fewer service facilities and less direct interaction with the customer. Therefore, the best choice is D - High degrees of automation.

Question 13

Agriculture, forestry, fishing, mining, construction, and manufacturing are considered to be in which sector of the U.S. economy?
A) Farming
B) Goods
C) Services
D) Political

Accepted Answer

Agriculture, forestry, fishing, mining, construction, and manufacturing all involve the production and sale of physical goods, making them part of the goods sector of the economy.

Question 14

High contact services are likely to:
A) Be as hard or easy to manage as low contact services
B) Be harder to manage than low contact services
C) Be easier to manage than low contact services
D) Require no management

Accepted Answer

High contact services involve a higher level of interaction between the service provider and the customer, which can make them more difficult to manage than low contact services. This is because the quality of the service experience relies heavily on the performance of the service provider, who may be more difficult to train and manage than a tangible product or automated service.

Question 15

Repairing a ___________ is typically easier than repairing a __________.
A) customer service failure, manufacturing failure
B) broken manufactured product, poorly provided service experience
C) poorly provided service experience, broken manufactured product
D) transportation service failure, fast-food service failure

Accepted Answer

The answer of Repairing a ___________ is typically easier than...

Question 16

Which match of characteristics is correct?
A) Services $\rightarrow$  Quality based on product design
B) Manufacturing $\rightarrow$  Intangible product
C) Services $\rightarrow$  Location based on customer traffic
D) Manufacturing $\rightarrow$  Decentralized locations

Accepted Answer

The characteristics listed in option C (Services F1S1S1W1F1F1F10 Location based on customer traffic) are a better match than the other options. Services are often location-based, and businesses choose their locations based on traffic and accessibility to customers. The other options have mismatches in terms of the characteristics listed, such as manufacturing having an intangible product (B) or quality being based on product design in services (A).

Question 17

Rebecca and Heather both visit a coffee shop on the same day and leave feedback about the shop on a popular online restaurant rating site. Rebecca leaves very negative feedback while Heather leaves very positive feedback. This is likely an example of what?
A) Poor customer service for both customers
B) Typical service experienced in a food service setting
C) Variation in service quality
D) Customer warranty claims

Accepted Answer

The fact that Rebecca and Heather had vastly different experiences at the same coffee shop suggests variation in service quality. It is possible that their experiences were affected by different factors such as the time of day they visited, who was working, or what they ordered. This is a common phenomenon in service settings. Poor customer service for both customers (A) or typical service experienced in a food service setting (B) cannot be determined based on this information alone. Customer warranty claims (D) are not relevant to this scenario.

Question 18

Which match of characteristics is correct?
A) Services $\rightarrow$  Customers can easily compare competitors' products
B) Manufacturing $\rightarrow$  Location based on low cost
C) Services $\rightarrow$ Tangible product
D) Manufacturing $\rightarrow$  Decentralized locations

Accepted Answer

The characteristic "location based on low cost" is typical of manufacturing companies, where the cost of production plays a significant role in the competitiveness of the company. None of the other choices accurately match the characteristics of either services or manufacturing industries.

Question 19

A clothing store hires additional customer service employees in anticipation of demand associated with the release of a popular new product. The clothing store is taking a risk related to which characteristic of services?
A) Service quality varies from server to server
B) Services are intangible
C) Services cannot be inventoried
D) Service quality varies from company to company

Accepted Answer

The risk the clothing store is taking is related to the characteristic of services that cannot be inventoried. As services cannot be stockpiled, the store has to hire additional customer service employees, which is a cost in anticipation of demand. If demand fails to materialize, the store will be left with excess labor costs.

Question 20

A high contact service is often characterized by which of the following?
A) Heavy customer involvement
B) A significant investment in transportation services
C) High degrees of automation
D) Low levels of server training

Accepted Answer

A high contact service involves significant customer involvement, often requiring a high level of personal interaction with service providers, such as healthcare or beauty services. It is the opposite of a low contact service, where minimal customer involvement is required. The investment in transportation services (B) and automation (C) may be present but are not defining characteristics of a high contact service. Low levels of server training (D) would be detrimental to any type of service.

Quiz 1: Operations Management, Processes, and Supply Chain Management

Which of the following is likely an example of a high contact service?

Poorly provided service experiences tend to be _______ correctable than a defective, manufactured product.

Manufactured products ___________ inventoried.

A bank has discovered that their tellers receive vastly different ratings from a mystery shopper. This is an example of which characteristic of services?

Transportation, communications, utilities, wholesale trade, retail trade, finance, insurance, real estate, and public administration are considered to be in which sector of the U.S. economy?

The key difference between manufacturers and services is?

Which of the following is likely an example of a low contact service?

Which of the following might be a problem that is typical of services?

NYA provides consulting for human resources departments at major corporations. What type of company is NYA?

Services ___________ inventoried.

The amount or percentage of time customers are in contact with the service system while the service is being provided refers to?

A low contact service is often characterized by which of the following?

Agriculture, forestry, fishing, mining, construction, and manufacturing are considered to be in which sector of the U.S. economy?

High contact services are likely to:

Repairing a _ is typically easier than repairing a .

Which match of characteristics is correct?

Rebecca and Heather both visit a coffee shop on the same day and leave feedback about the shop on a popular online restaurant rating site. Rebecca leaves very negative feedback while Heather leaves very positive feedback. This is likely an example of what?

Which match of characteristics is correct?

A clothing store hires additional customer service employees in anticipation of demand associated with the release of a popular new product. The clothing store is taking a risk related to which characteristic of services?

A high contact service is often characterized by which of the following?