Chap008 - Chapter 08 Service Processes Chapter 08 Service...

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Chapter 08 - Service Processes Chapter 08 Service Processes True / False Questions 1. Most services contain a mix of tangible and intangible attributes known as the service package which is the major output of the development process. TRUE Level: Easy 2. Effective management of services requires a clear focus on understanding operations, so much so, that it may even require the exclusion of consideration of marketing or personnel. FALSE Level: Easy 3. Services often take the form of cycles of encounters involving face-to-face interactions. TRUE Level: Easy 4. The term "encounter" is defined as meeting in conflict or battle and is used to also designate meetings between consumers and service systems. TRUE Level: Easy 8-1
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Chapter 08 - Service Processes 5. A service business is an organization whose primary business requires interaction with customers to produce the service. TRUE Level: Easy 8-2
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Chapter 08 - Service Processes 6. The customer is (or should be) the second most important focal point of all decisions in a service organization. FALSE Level: Easy 7. A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system. FALSE Level: Easy 8. When recovering from a defective service encounter a botched task calls for an apology. FALSE Level: Medium 9. When recovering from a defective service encounter a botched task calls for material compensation. TRUE Level: Medium 10. When recovering from a defective service encounter, poor treatment from a server calls for an apology. TRUE Level: Medium 8-3
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Chapter 08 - Service Processes 11. 11 When recovering from a defective service encounter a poor treatment from a server calls for material compensation. FALSE Level: Medium 12. Because little or no inventory is carried in a service operation, it is easy to separate the operations management functions from marketing in services. FALSE Level: Medium 13. It is difficult to separate the operations management functions from marketing in services. TRUE Level: Easy 14. Marketing is responsible for both the "service promise" and "fulfillment of service promise" elements of Services. FALSE Level: Easy 15. The service-system design matrix identifies five alternative forms of service encounters. FALSE Level: Easy 16. The service-system design matrix identifies six forms of service encounters. TRUE Level: Easy 8-4
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Chapter 08 - Service Processes 17. The "service blueprint" is a classification of services. FALSE Level: Easy 18. Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect. TRUE Level: Easy 19. Poka-Yoke is roughly translated from Japanese as "Quality Management". FALSE
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This note was uploaded on 07/17/2011 for the course MBA 587 taught by Professor None during the Spring '11 term at Missouri (Mizzou).

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Chap008 - Chapter 08 Service Processes Chapter 08 Service...

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