Question 1

The "service blueprint" is a classification of services.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not a suggestion for managing queues presented in the textbook?

Accepted Answer

A)   Train your servers to be friendly
B)   Segment the customers
C)   Determine an acceptable waiting time for your customers
D)   Inform your customers of what to expect
E)   Encourage customers to come during slack periodsF) C) and E)
G) A) and B)

Question 3

In a waiting line situation,multiple lines occur only when there are multiple servers.

Accepted Answer

A) True 
 B)False

Question 4

In the service-system design matrix,a mail contact service encounter is expected to have which of the following?

Accepted Answer

A)   High sales opportunity
B)   High degree of customer/server contact
C)   High production efficiency
D)   Low sales opportunity
E)   None of the aboveF) A) and B)
G) B) and C)

Question 5

Highest-profit customer first is a queue discipline discussed in the textbook.

Accepted Answer

A) True 
 B)False

Exam 7: Service Processes

In the service-system design matrix,a mail contact service encounter is expected to have which of the following?

Correct Answer
verified

Which of the following is not a suggestion for managing queues presented in the textbook?

Correct Answer
verified

The "service blueprint" is a classification of services.

Correct Answer
verified

Highest-profit customer first is a queue discipline discussed in the textbook.

Correct Answer
verified

In a waiting line situation,multiple lines occur only when there are multiple servers.

Correct Answer
verified

Exam 7: Service Processes

In the service-system design matrix,a mail contact service encounter is expected to have which of the following?

Correct AnswerverifiedShow Answer

Which of the following is not a suggestion for managing queues presented in the textbook?

Correct AnswerverifiedShow Answer

The "service blueprint" is a classification of services.

Correct AnswerverifiedShow Answer

Highest-profit customer first is a queue discipline discussed in the textbook.

Correct AnswerverifiedShow Answer

In a waiting line situation,multiple lines occur only when there are multiple servers.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified