Test Bank — Service Management: Operations, Strategy, Information Technology, 10th Edition (Bordoloi, 2022), Chapters 1-16 | All Chapters Covered

TEST BANK
Service Management: Operations, Strategy,
Information Technology
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Sanjeev K. Bordoloi, James A. Fitzsimmons, and Mona J. Fitzsimmons
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10th Edition
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, TABLE OF CONTENTS
Service Management: Operations, Strategy, Information Technology (10th Edition)
Sanjeev K. Bordoloi, James A. Fitzsimmons, and Mona J. Fitzsimmons


PART ONE: UNDERSTANDING SERVICES
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Chapter 1 The Service Economy
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Chapter 2 Service Strategy
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PART TWO: DESIGNING THE SERVICE ENTERPRISE
Chapter 3 New Service Development
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Chapter 4 The Service Encounter
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Chapter 5 Supporting Facility and Process Flows
Chapter 6 Service Quality
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Chapter 7 Process Improvement
Supplement
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Data Envelopment Analysis (DEA)
Chapter 8 Service Facility Location
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PART THREE: MANAGING SERVICE OPERATIONS
Chapter 9 Service Supply Relationships
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Chapter 10 Globalization of Services
Chapter 11 Managing Capacity and Demand
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Chapter 12 Managing Waiting Lines
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Chapter 13 Capacity Planning and Queuing Models
Supplement Computer Simulation
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PART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
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Chapter 14 Forecasting Demand for Services
Chapter 15 Managing Service Inventory
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Chapter 16 Managing Service Projects
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,Student name:__________
1) Services are deeds, processes, and performances.
⊚ true
⊚ false
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2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy
to another.
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⊚ true
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⊚ false
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3) The fall in employment in the agricultural sector is the primary reason for the increase in
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service sector employment.
⊚ true
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⊚ false
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4) The consumer participates in the service process, which is not the case in manufacturing.
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⊚ true
⊚ false
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5) The classification of service systems using the “service process matrix” is based on two
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considerations: degree of labor intensity, and the degree of service customization.
⊚ true
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⊚ false
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6) From an open-systems view, the output of a service system consists of satisfied customers.
⊚ true
⊚ false
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7) The service experience defined as escapism requires the most commitment from the customer.
⊚ true
⊚ false




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, 8) 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
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9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
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⊚ true
⊚ false
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10) The fact that services can be inventoried is an important characteristic, which distinguishes
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them from manufacturing.
⊚ true
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⊚ false
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11) Reduction of the role played by the consumer is an effective way of improving productivity
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and decreasing the cost of the service.
⊚ true
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⊚ false
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12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
⊚ true
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⊚ false
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13) Both manufacturing and services can suffer from technological obsolescence.
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⊚ true
⊚ false
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14) Health care services are projected to have the greatest percent change in U.S. employment in
the period 2008–2018.
⊚ true
⊚ false




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