MQM 227 SAMPLE EXAM CORRECT
ANSWERS COMPREHENSIVE REVIEW 2026
FULL QUESTIONS AND VERIFIED ANSWERS
◉ Which of the following are characteristics of a low-contact service
delivery system?
A. Lower costs and more standardization.
B. Greater flexibility, need for people who are highly skilled in
interpersonal relations, and a customer orientation
.C.Need for people with a high level of technical skills oriented toward
efficient processing, well-defined procedures, and smooth flow.
D.Both a and c.E. All of the above.. Answer: D. Both A and C
◉ The degree of customer contact measures:
A.The amount of time the customer is separated from the service
delivery system
B. The amount of time the customer is in the service delivery system
while the service is being produced
C. The customization abilities of the service system
D. None of the above. Answer: B. The amount of the time the customer
is in the service delivery system while the service is being produced
◉ A service recovery process:
A. Follows every service transaction
,B. Is an implicit service
C. Is rapid compensation for a service failure
D. None of the above. Answer: D. None of the above
◉ A service guarantee:
A. Is like a product guarantee except that it is for a serviceB. Specifies
exactly what the service delivery system must provide
C. Builds loyalty
D. All of the above. Answer: D. All of the above
◉ 6.A good service guarantee:
A. Is often an advertising gimmick
B. Is an honest assurance that the customer will be satisfied
C. Has many stipulations and conditions
D. Costs a lot. Answer: B. Is an honest assurance that the customer will
be satisfied
◉ Which of the following is NOT a correct statement?
A. A service is produced and consumed simultaneously
B. Services are provided in a bundle of services and goods
C. The service delivery system should be designed primarily around the
employees in the system
, D. Low-contact services can usually be made more efficient than high-
contact services. Answer: C.The service delivery system should be
designed primarily around the employees in the system
◉ 8.Which of the following is NOT a significant difference between
manufacturing and service operations?
A. Transportation
B. Customer contact
C. Resale
D. Cost per unit. Answer: E. Cost per Unit
◉ 9.Which of the following is NOT a characteristic of service
operations?
A. Intangible outputB. The buyer can perform part of the
productionC.Product cannot be storedD. Ownership is transferred at
time of purchase. Answer: D. Ownership is transferred at time of
purchase
◉ 10.Which of the following is NOT an element of the service-product
bundle?
A. Facilitating goods B. Explicit service C. Implicit service D. Value of
goods/service. Answer: D. Value of good/service
◉ ____ contact services require employees with technical skills and
efficient processing routines.
ANSWERS COMPREHENSIVE REVIEW 2026
FULL QUESTIONS AND VERIFIED ANSWERS
◉ Which of the following are characteristics of a low-contact service
delivery system?
A. Lower costs and more standardization.
B. Greater flexibility, need for people who are highly skilled in
interpersonal relations, and a customer orientation
.C.Need for people with a high level of technical skills oriented toward
efficient processing, well-defined procedures, and smooth flow.
D.Both a and c.E. All of the above.. Answer: D. Both A and C
◉ The degree of customer contact measures:
A.The amount of time the customer is separated from the service
delivery system
B. The amount of time the customer is in the service delivery system
while the service is being produced
C. The customization abilities of the service system
D. None of the above. Answer: B. The amount of the time the customer
is in the service delivery system while the service is being produced
◉ A service recovery process:
A. Follows every service transaction
,B. Is an implicit service
C. Is rapid compensation for a service failure
D. None of the above. Answer: D. None of the above
◉ A service guarantee:
A. Is like a product guarantee except that it is for a serviceB. Specifies
exactly what the service delivery system must provide
C. Builds loyalty
D. All of the above. Answer: D. All of the above
◉ 6.A good service guarantee:
A. Is often an advertising gimmick
B. Is an honest assurance that the customer will be satisfied
C. Has many stipulations and conditions
D. Costs a lot. Answer: B. Is an honest assurance that the customer will
be satisfied
◉ Which of the following is NOT a correct statement?
A. A service is produced and consumed simultaneously
B. Services are provided in a bundle of services and goods
C. The service delivery system should be designed primarily around the
employees in the system
, D. Low-contact services can usually be made more efficient than high-
contact services. Answer: C.The service delivery system should be
designed primarily around the employees in the system
◉ 8.Which of the following is NOT a significant difference between
manufacturing and service operations?
A. Transportation
B. Customer contact
C. Resale
D. Cost per unit. Answer: E. Cost per Unit
◉ 9.Which of the following is NOT a characteristic of service
operations?
A. Intangible outputB. The buyer can perform part of the
productionC.Product cannot be storedD. Ownership is transferred at
time of purchase. Answer: D. Ownership is transferred at time of
purchase
◉ 10.Which of the following is NOT an element of the service-product
bundle?
A. Facilitating goods B. Explicit service C. Implicit service D. Value of
goods/service. Answer: D. Value of good/service
◉ ____ contact services require employees with technical skills and
efficient processing routines.
