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TEST BANK FOR ISE Service Management: Operations, Strategy, Information Technology 10th Edition by Sanjeev K. Bordoloi, James A. Fitzsimmons & Mona J. Fitzsimmons , ISBN: 9781265075538 All Chapters Verified || Guide A+$17.99
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TEST BANK FOR ISE Service Management: Operations, Strategy, Information Technology 10th Edition by Sanjeev K. Bordoloi, James A. Fitzsimmons & Mona J. Fitzsimmons , ISBN: 9781265075538 All Chapters Verified || Guide A+
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Test Bank for Service Management Operations, Strategy, Information Technology 10th Edition By Sanjeev Bordoloi. PART ONE Understanding Services. 1 The Service Economy 2 Service Strategy PART TWO Designing the Service Enterprise 3 New Service Development 4 The Service Encounter 5 Supporting Facility...
TEST BANK FOR
Service Management Operations, Strategy, Information Technology 10th
Edition by Sanjeev Bordoloi
Chapter 1-16 Answers are the at end of Each chapter
KA
G
Chapter 1
U
Student name:
1) The service package consists of five features. Which one of the features listed below is
A
not included in the package?
1)
A) explicit services
B) supporting facility
C) information
D) cost of service
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
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
,2) The major input into a large public hospital from a service point of view would be
blank.
2)
KA
G
U
A
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
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
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
KA
3) Which of the following isnot true of services?
3)
G
A) The customer is the input.
B) The customer takes an active part in the service.
U
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
A
Question Details
AACSB : Communication
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
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
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
Accessibility : Keyboard Navigation
KA
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?
5)
G
A) Service factory.
B) Service shop.
U
C) Public service.
D) Professional service.<em></em>
A
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
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
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)
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