MGMT-433 MIDTERM EXAM
QUESTIONS WITH 100% CORRECT
ANSWERS LATEST VERSION 2025/2026.
The service package consists of five features. Which one of the features listed below is not
included in the package? - ANS Cost of service
Which of the following is not true of services? - ANS A service can be invertoried
Which service offering is best described by the following service mix: a high degree of customer
interaction and high degree of labor intensity? - ANS Chiropractor
An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's
___________. - ANS Time perishability
The key technology of postindustrial society is _________. - ANS Information
Which amoung the following strategies is used by fast-food restaurants to reduce costs? -
ANS Allowing the customer to play an active part in the service process
Which of the following is not a principle on which service experience design is based? -
ANS encourage customer feedback
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Which of the following is an example of a business service (B2B)? - ANS Auditing
The fall in employment in the agricultural sector is primary reason for the increase in service
sector employment. - ANS False
The service experience defined as escapism requires the most commitment from the customer.
- ANS True
The qualifier for an airline offering short commuter flights is _______. - ANS Safety record
A difficult economic environment exists for service industries for all but one of the following
reasons. - ANS -Relatively high overall entry barriers
The nature of the service act depends on to whom or to what the service is directed and the
degree of "tangibility" of the service provided. An example of a tangible service directed to the
possessions of a customer would be ________. - ANS A full-service car wash
Bar coding and checkout scanner technology have created a wealth of consumer buying
information that can be used to target customers with precision. This process is an example of
________. - ANS Micromarketing
Which of the following stages of a firm's competitiveness describes customers who seek out a
firm based upon its sustained reputation for meeting customer expectations? -
ANS Distinctive competence achieved
Which one of the following does SWOT analysis not have as its aim? - ANS -Determine the
competitive intensity
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, The trajectory of internet of things (IoT) began with ________. - ANS Supply chain helpers
Which of the following is an application of big data in service industries? - ANS All of these
are correct
Implementing a low-cost strategy can sometimes revolutionize an industry. - ANS True
World-class service operations strive to replace workers with enhanced automation. -
ANS False
Which of the following is not a characteristic of a production-line approach to provide a service?
- ANS High employee autonomy in task execution
Which one of the following is not an example of a high customer contact service? - ANS Dry
cleaning
The term "customer contact" refers to the ________. - ANS Physical presence of the
customer in the system
A service blueprint can be used for all but one of the following. - ANS Maintain the level of
service complexity and divergence
Which of the following is not an increase in service complexity? - ANS A supper club opens
for Sunday brunch
Which of the following is not a service design element? - ANS Market research
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
QUESTIONS WITH 100% CORRECT
ANSWERS LATEST VERSION 2025/2026.
The service package consists of five features. Which one of the features listed below is not
included in the package? - ANS Cost of service
Which of the following is not true of services? - ANS A service can be invertoried
Which service offering is best described by the following service mix: a high degree of customer
interaction and high degree of labor intensity? - ANS Chiropractor
An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's
___________. - ANS Time perishability
The key technology of postindustrial society is _________. - ANS Information
Which amoung the following strategies is used by fast-food restaurants to reduce costs? -
ANS Allowing the customer to play an active part in the service process
Which of the following is not a principle on which service experience design is based? -
ANS encourage customer feedback
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Which of the following is an example of a business service (B2B)? - ANS Auditing
The fall in employment in the agricultural sector is primary reason for the increase in service
sector employment. - ANS False
The service experience defined as escapism requires the most commitment from the customer.
- ANS True
The qualifier for an airline offering short commuter flights is _______. - ANS Safety record
A difficult economic environment exists for service industries for all but one of the following
reasons. - ANS -Relatively high overall entry barriers
The nature of the service act depends on to whom or to what the service is directed and the
degree of "tangibility" of the service provided. An example of a tangible service directed to the
possessions of a customer would be ________. - ANS A full-service car wash
Bar coding and checkout scanner technology have created a wealth of consumer buying
information that can be used to target customers with precision. This process is an example of
________. - ANS Micromarketing
Which of the following stages of a firm's competitiveness describes customers who seek out a
firm based upon its sustained reputation for meeting customer expectations? -
ANS Distinctive competence achieved
Which one of the following does SWOT analysis not have as its aim? - ANS -Determine the
competitive intensity
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, The trajectory of internet of things (IoT) began with ________. - ANS Supply chain helpers
Which of the following is an application of big data in service industries? - ANS All of these
are correct
Implementing a low-cost strategy can sometimes revolutionize an industry. - ANS True
World-class service operations strive to replace workers with enhanced automation. -
ANS False
Which of the following is not a characteristic of a production-line approach to provide a service?
- ANS High employee autonomy in task execution
Which one of the following is not an example of a high customer contact service? - ANS Dry
cleaning
The term "customer contact" refers to the ________. - ANS Physical presence of the
customer in the system
A service blueprint can be used for all but one of the following. - ANS Maintain the level of
service complexity and divergence
Which of the following is not an increase in service complexity? - ANS A supper club opens
for Sunday brunch
Which of the following is not a service design element? - ANS Market research
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
