TEST BANK
Service Management: Operations, Strategy, Information Technology, |
10th Edition
by Sanjeev K. Bordoloi, James A. Fitzsimmons and
Mona J. Fitzsimmons
TU
TO
R
G
U
R
U
, Table of Content
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
TU
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
TO
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
R
10 Globalization of Services
G
11 Managing Capacity and Demand
12 Managing Waiting Lines
U
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
R
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
U
15 Managing Service Inventory
16 Managing Service Projects
,Student name:__________
Services are deeds, processes, and performances.
true
false
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
TU
another.
true
false
TO
The fall in employment in the agricultural sector is the primary reason for the increase in service
sector employment.
true
R
false
G
The consumer participates in the service process, which is not the case in manufacturing.
true
U
false
R
The classification of service systems using the “service process matrix” is based on two
U
considerations: degree of labor intensity, and the degree of service customization.
true
false
From an open-systems view, the output of a service system consists of satisfied customers.
Version 1 1
, true
false
The service experience defined as escapism requires the most commitment from the customer.
true
false
TU
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.
TO
true
false
R
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
G
true
false
U
The fact that services can be inventoried is an important characteristic, which distinguishes them
R
from manufacturing.
true
U
false
Reduction of the role played by the consumer is an effective way of improving productivity and
decreasing the cost of the service.
true
Version 1 2
Service Management: Operations, Strategy, Information Technology, |
10th Edition
by Sanjeev K. Bordoloi, James A. Fitzsimmons and
Mona J. Fitzsimmons
TU
TO
R
G
U
R
U
, Table of Content
PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
TU
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
TO
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
R
10 Globalization of Services
G
11 Managing Capacity and Demand
12 Managing Waiting Lines
U
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
R
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
U
15 Managing Service Inventory
16 Managing Service Projects
,Student name:__________
Services are deeds, processes, and performances.
true
false
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
TU
another.
true
false
TO
The fall in employment in the agricultural sector is the primary reason for the increase in service
sector employment.
true
R
false
G
The consumer participates in the service process, which is not the case in manufacturing.
true
U
false
R
The classification of service systems using the “service process matrix” is based on two
U
considerations: degree of labor intensity, and the degree of service customization.
true
false
From an open-systems view, the output of a service system consists of satisfied customers.
Version 1 1
, true
false
The service experience defined as escapism requires the most commitment from the customer.
true
false
TU
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.
TO
true
false
R
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
G
true
false
U
The fact that services can be inventoried is an important characteristic, which distinguishes them
R
from manufacturing.
true
U
false
Reduction of the role played by the consumer is an effective way of improving productivity and
decreasing the cost of the service.
true
Version 1 2
