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Exam 7: Service Processes

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Question 1

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Which of the following is one of the three contrasting approaches to delivering on-site service?

A) Airline approach
B) Self-service approach
C) Fast food approach
D) Do-it-yourself approach
E) Internet approach

F) A) and B)
G) A) and C)

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Question 2

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In services the product is developed first and then the process to produce the service is developed.

A) True
B) False

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Question 3

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Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.

Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach." In your opinion, which is superior? Why?

A supporting facility is the same thing as a facilitating good.

The service-system design matrix identifies six forms of service encounters.

Which of the following is one of the three contrasting approaches to delivering on-site service?

When recovering from a defective service encounter a botched task calls for an apology.

The customer is (or should be) the second most important focal point of all decisions in a service organization.

Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services.

The service-system design matrix identifies five alternative forms of service encounters.

An important aspect of service products is that they cannot be inventoried.

It is difficult to separate the operations management functions from marketing in services.

Which of the following is considered a high-contact service operation?

The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems.

What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?

Most services consist of a bundle of goods and services known as the service package which is the major output of the development process.

Implicit services are not part of the service package.

A Facilitating good is something purchased or consumed by the buyer or items provided by the customer.

The "service blueprint" is a classification of services.