Exam (elaborations)
Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9e
- Course
- Institution
Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9e
[Show more]
Seller
Follow
evileye251
Reviews received
Content preview
,Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)Chapter 1 The Service Economy
1) Services are deeds, processes, and performances.
Answer: TRUE
Difficulty: 1 Easy
Topic: Facilitating Role of Services in an Economy
Learning Objective: 01-01 Describe the central role of services in an economy.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
Answer: TRUE
Difficulty: 1 Easy
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
3) The fall in employment in the agricultural sector is the primary reason for the increase in
service sector employment.
Answer: FALSE
Difficulty: 2 Medium
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
4) The consumer participates in the service process, which is not the case in manufacturing.
Answer: TRUE
Difficulty: 2 Medium
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
1
Copyright © 2019 McGraw-Hill
,5) The classification of service systems using the "service process matrix" is based on two
considerations: degree of labor intensity, and the degree of service customization.
Answer: TRUE
Difficulty: 1 Easy
Topic: Grouping Services by Delivery Process
Learning Objective: 01-08 Use the service process matrix to classify a service.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
6) From an open-systems view, the output of a service system consists of satisfied customers.
Answer: TRUE
Difficulty: 1 Easy
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
7) The service experience defined as escapism requires the most commitment from the customer.
Answer: TRUE
Difficulty: 2 Medium
Topic: The Experience Economy
Learning Objective: 01-04 Describe the features of the experience economy contrasting the
consumer (B2C) with the business (B2B) service experience.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
8) A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
Answer: FALSE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
2
Copyright © 2019 McGraw-Hill
, 9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
Answer: TRUE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
10) The fact that services can be inventoried is an important characteristic, which distinguishes
them from manufacturing.
Answer: FALSE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
11) Reduction of the role played by the consumer is an effective way of improving productivity
and decreasing the cost of the service.
Answer: FALSE
Difficulty: 2 Medium
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
Answer: TRUE
Difficulty: 2 Medium
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
3
Copyright © 2019 McGraw-Hill
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller evileye251. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $27.57. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
81503 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now