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ch7 Student: ___________________________________________________________________________ 1. Most services consist of a bundle of goods and services known as the service package which is the major output of the development process. True False 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. True False 3. Services often take the form of repeated encounters involving face-to-face interactions. True False 4. The term "encounter" is defined by Webster's Dictionary as "meeting in conflict or battle" and is used to also designate meetings between consumers and service systems. True False 5. A service business is an organization whose primary business requires interaction with customers to produce the service. True False 6. The customer is (or should be) the second most important focal point of all decisions in a service organization. True False 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. True False 8. When recovering from a defective service encounter a botched task calls for an apology. True False 9. When recovering from a defective service encounter a botched task calls for material compensation. True False 10. When recovering from a defective service encounter, poor treatment from a server calls for an apology. True False
11. When recovering from a defective service encounter a poor treatment from a server calls for material compensation. True False 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. True False 13. It is difficult to separate the operations management functions from marketing in services. True False 14. Marketing is responsible for fulfilling the service guarantee. True False 15. The service-system design matrix identifies five alternative forms of service encounters. True False 16. The service-system design matrix identifies six forms of service encounters. True False 17. The "service blueprint" is a classification of services. True False 18. Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect. True False 19. Poka-Yoke is roughly translated from Japanese as "Quality Management." True False 20. Poka-Yoke is roughly translated from Japanese as "Avoid Mistakes." True False 21. Service guarantees can be used at the service design stage to focus the firm's delivery system on the things it must do well to satisfy the customer. True False
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