Test Bank - Service Management Operations, Strategy, Information Technology 10th Edition By Sanjeev Bordoloi
6 mal angesehen 0 mal verkauft
Kurs
Management
Hochschule
Management
Test Bank for Service Management Operations, Strategy, Information Technology 10th Edition By Sanjeev Bordoloi. Full Chapters Include;.... PART ONE Understanding Services. 1 The Service Economy 2 Service Strategy PART TWO Designing the Service Enterprise 3 New Service Development 4 The Service Enco...
Test Bank for
Service Management Operations, Strategy, Information Technology 10th Edition
By Sanjeev Bordoloi
M
Chapter 1-16 Answers are the at end of Each chapter
ED
Chapter 1
Student name:__________
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
C
1) ______
O
A) explicit services
B) supporting facility
C) information
N
D) cost of service
N
Question Details
O
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
IS
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
SE
2) The major input into a large public hospital from a service point of view would be
________blank.
2) ______
U
R
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
M
ED
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
C
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
O
3) Which of the following isnot true of services?
N
3) ______
N
A) The customer is the input.
B) The customer takes an active part in the service.
O
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
IS
Question Details
AACSB : Communication
SE
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
U
R
4) Which of the following isnot a type of service in the non-ownership classification?
4) ______
, A) goods rental
B) information
C) labor and expertise
D) network usage
M
ED
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
C
Accessibility : Keyboard Navigation
O
5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
N
5) ______
N
A) Service factory.
B) Service shop.
O
C) Public service.
D) Professional service.<em></em>
IS
Question Details
Bloom's : Remember
SE
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
U
R
6) Which service offering is best described by the following service mix: a high degree of
customer interaction and a high degree of labor intensity?
6) ______
, A) public university
B) cruise ship
C) plumbing repair
D) chiropractor
M
ED
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
C
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
O
7) Division of labor is the central concept of ________blank.
N
7) ______
N
A) industrial societies
B) preindustrial societies
O
C) agrarian societies
D) postindustrial societies<em></em>
IS
Question Details
AACSB : Communication
Bloom's : Understand
SE
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
U
R
8) An empty airline seat or hotel room not occupied best illustrates the characteristic of a
service's ________blank.
8) ______
Alle Vorteile der Zusammenfassungen von Stuvia auf einen Blick:
Garantiert gute Qualität durch Reviews
Stuvia Verkäufer haben mehr als 700.000 Zusammenfassungen beurteilt. Deshalb weißt du dass du das beste Dokument kaufst.
Schnell und einfach kaufen
Man bezahlt schnell und einfach mit iDeal, Kreditkarte oder Stuvia-Kredit für die Zusammenfassungen. Man braucht keine Mitgliedschaft.
Konzentration auf den Kern der Sache
Deine Mitstudenten schreiben die Zusammenfassungen. Deshalb enthalten die Zusammenfassungen immer aktuelle, zuverlässige und up-to-date Informationen. Damit kommst du schnell zum Kern der Sache.
Häufig gestellte Fragen
Was bekomme ich, wenn ich dieses Dokument kaufe?
Du erhältst eine PDF-Datei, die sofort nach dem Kauf verfügbar ist. Das gekaufte Dokument ist jederzeit, überall und unbegrenzt über dein Profil zugänglich.
Zufriedenheitsgarantie: Wie funktioniert das?
Unsere Zufriedenheitsgarantie sorgt dafür, dass du immer eine Lernunterlage findest, die zu dir passt. Du füllst ein Formular aus und unser Kundendienstteam kümmert sich um den Rest.
Wem kaufe ich diese Zusammenfassung ab?
Stuvia ist ein Marktplatz, du kaufst dieses Dokument also nicht von uns, sondern vom Verkäufer DreamsHub. Stuvia erleichtert die Zahlung an den Verkäufer.
Werde ich an ein Abonnement gebunden sein?
Nein, du kaufst diese Zusammenfassung nur für 19,81 €. Du bist nach deinem Kauf an nichts gebunden.
