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Which of the following is NOT a characteristic of service operations?


A) Intangible output
B) The buyer can perform part of the production
C) Product cannot be stored
D) Ownership is transferred at time of purchase

E) C) and D)
F) B) and C)

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What are the five key findings of the report by Duke University and Booz & Hamilton on global offshoring of services?

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(1)Transaction-intensive offshored servi...

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An example of a service business/organization that has a high degree of customer contact,high customization,and a high degree of labor intensity is:


A) Retailing
B) Hotels
C) Law practice
D) Schools

E) A) and B)
F) C) and D)

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A service recovery process:


A) Follows every service transaction
B) Is an implicit service
C) Is rapid compensation for a service failure
D) None of the above

E) A) and B)
F) B) and D)

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The major difference between the service delivery system matrix and the product-process matrix is that service process design generally does not vary with customer volume.

A) True
B) False

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Which of the following is NOT a correct statement?


A) A service is produced and consumed simultaneously
B) Services are provided in a bundle of services and goods
C) The service delivery system should be designed primarily around the employees in the system
D) Low-contact services can usually be made more efficient than high-contact services

E) All of the above
F) C) and D)

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Design a service produce bundle for a new airline company operating between Minneapolis-St.Paul International Airport (MSP)and Los Angeles International Airport (LAX).The route between MSP and LAX is extremely competitive with several major airlines providing daily service.How can your design help the new airline company dominate the existing competition?

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The service product bundle could consist...

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The customer is a part of the service delivery process and may introduce inefficiencies into the service delivery system.

A) True
B) False

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Outsourcing is the export of service activities to other countries.

A) True
B) False

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Which of the following is NOT an element of the service-product bundle?


A) Facilitating goods
B) Explicit service
C) Implicit service
D) Value of goods/service

E) A) and D)
F) A) and B)

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Which of the following is NOT included in internal service quality in the service profit chain?


A) Workplace design
B) Job design
C) Employee selection
D) Product design

E) A) and C)
F) A) and B)

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Describe the difference in service delivery system design for customer-routed services versus provider-routed services.

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In customer-routed services,the service ...

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