TEST BANK
Service Management: Operations, Strategy, Information
Technology, 14th Edition
By By Sanjeev K. Bordoloi, James A. Fitzsimmons and
Mona J. Fitzsimmons
TE
ST
SO
LU
TI
O
N
,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
TE
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
ST
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
SO
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
LU
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
TI
14 Forecasting Demand for Services
15 Managing Service Inventory
O
16 Managing Service Projects
N
,Student name:__________
Services are deeds, processes, and performances.
true
false
TE
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
true
ST
false
The fall in employment in the agricultural sector is the primary reason for the increase in service
SO
sector employment.
true
false
LU
The consumer participates in the service process, which is not the case in manufacturing.
true
TI
false
O
The classification of service systems using the “service process matrix” is based on two
considerations: degree of labor intensity, and the degree of service customization.
N
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
TE
false
ST
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.
true
false
SO
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
LU
true
false
TI
The fact that services can be inventoried is an important characteristic, which distinguishes them
from manufacturing.
O
true
false
N
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, 14th Edition
By By Sanjeev K. Bordoloi, James A. Fitzsimmons and
Mona J. Fitzsimmons
TE
ST
SO
LU
TI
O
N
,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
TE
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
ST
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
SO
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
LU
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
TI
14 Forecasting Demand for Services
15 Managing Service Inventory
O
16 Managing Service Projects
N
,Student name:__________
Services are deeds, processes, and performances.
true
false
TE
The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
true
ST
false
The fall in employment in the agricultural sector is the primary reason for the increase in service
SO
sector employment.
true
false
LU
The consumer participates in the service process, which is not the case in manufacturing.
true
TI
false
O
The classification of service systems using the “service process matrix” is based on two
considerations: degree of labor intensity, and the degree of service customization.
N
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
TE
false
ST
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.
true
false
SO
In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
LU
true
false
TI
The fact that services can be inventoried is an important characteristic, which distinguishes them
from manufacturing.
O
true
false
N
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
