Test Bank for
Service Management Operations, Strategy, Information Technology 10th Edition
By Sanjeev Bordoloi
Chapter 1-16 Answers are the at end of Each chapter
Chapter 1
Student name:__________
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1) ______
A) explicit services
B) supporting facility
C) information
D) cost of service
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
2) The major input into a large public hospital from a service point of view would be
________blank.
2) ______
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
3) Which of the following isnot true of services?
3) ______
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4) ______
, A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
5) ______
A) Service factory.
B) Service shop.
C) Public service.
D) Professional service.<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
6) Which service offering is best described by the following service mix: a high degree of
customer interaction and a high degree of labor intensity?
6) ______
, A) public university
B) cruise ship
C) plumbing repair
D) chiropractor
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
7) Division of labor is the central concept of ________blank.
7) ______
A) industrial societies
B) preindustrial societies
C) agrarian societies
D) postindustrial societies<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
8) An empty airline seat or hotel room not occupied best illustrates the characteristic of a
service's ________blank.
8) ______
, A) time perishability
B) labor intensity
C) intangibility
D) simultaneous production and consumption<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
9) Which type of service falls under the category of “high labor/low customization”?
9) ______
A) service factory
B) service shop
C) mass service
D) professional service
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
10) Which one of the following isnot a value-added service provided by a manufacturer to
increase profits?
10) ______
, A) financing or leasing
B) customer-support call center
C) after-sales maintenance
D) network and communication services
Question Details
Learning Objective : 01-01 Describe the central role of services in an economy.
Topic : Facilitating Role of Services in an Economy
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
11) Which of the following isnot a feature of the new experience economy?
11) ______
A) The experience is memorable.
B) The experience is customized.
C) The customer is treated as a guest.
D) The experience is staged. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
12) The key technology of a postindustrial society is ________blank.
12) ______
, A) machines
B) energy
C) information
D) intellectual capital of the workers<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
13) Capital decisions, technological advances, and managing demand are some managerial
challenges for a ________blank.
13) ______
A) service factory
B) service shop
C) mass service
D) professional service<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
14) Which among the following strategies is used by fast-food restaurants to reduce costs?
14) ______
, A) Increase advertising via the Internet.
B) Allowing the customer to play an active part in the service process.
C) Increase prices.
D) Increasing menu items to cater to varying tastes.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
15) Which one of the following reasons best explains the recession-resistant nature of
services?
15) ______
A) Services cannot be inventoried.
B) Many services, such as healthcare, are essential.
C) Many service employees, such as those who work on commission, do not need to be
laid off during recessions.
D) The number of jobs in maintenance and repair services increases during
recessions.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
,16) The concept of economies of scale is best described as ________blank.
16) ______
A) the replacement of fixed costs with variable costs
B) selling a wider range of products
C) a synonym for economies of scope
D) the replacement of variable costs with fixed costs<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
17) The presence of a friendly desk clerk in a budget hotel is an example of which of the four
features of a service package?
17) ______
A) Supporting facility.
B) Facilitating goods.
C) Explicit services.
D) Implicit services.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
, 18) The concept of economies of scope is best described as ________blank.
18) ______
A) a synonym for economics of scale
B) the use of brand extensions
C) using existing channels of distribution to introduce a new product
D) extending existing distribution channels to reach new customers<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
19) Which of the following is not a principle on which service experience design is based?
19) ______
A) theme the experience
B) eliminate negative cues
C) mix in memorabilia
D) encourage customer feedback
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
20) ________blank is a foundation premise of Service-Dominant Logic
Service Management Operations, Strategy, Information Technology 10th Edition
By Sanjeev Bordoloi
Chapter 1-16 Answers are the at end of Each chapter
Chapter 1
Student name:__________
1) The service package consists of five features. Which one of the features listed below is
not included in the package?
1) ______
A) explicit services
B) supporting facility
C) information
D) cost of service
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
2) The major input into a large public hospital from a service point of view would be
________blank.
2) ______
, A) physicians' services
B) patients
C) nursing services
D) federal reimbursement (Medicare/Medicaid)<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Difficulty : 1 Easy
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
3) Which of the following isnot true of services?
3) ______
A) The customer is the input.
B) The customer takes an active part in the service.
C) A service can be inventoried.
D) Production and consumption occur simultaneously. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Accessibility : Keyboard Navigation
4) Which of the following isnot a type of service in the non-ownership classification?
4) ______
, A) goods rental
B) information
C) labor and expertise
D) network usage
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
5) The service process matrix classification consists of four categories of services. Which
one of the four features listed below is not included in this classification?
5) ______
A) Service factory.
B) Service shop.
C) Public service.
D) Professional service.<em></em>
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
6) Which service offering is best described by the following service mix: a high degree of
customer interaction and a high degree of labor intensity?
6) ______
, A) public university
B) cruise ship
C) plumbing repair
D) chiropractor
Question Details
Bloom's : Remember
AACSB : Communication
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
7) Division of labor is the central concept of ________blank.
7) ______
A) industrial societies
B) preindustrial societies
C) agrarian societies
D) postindustrial societies<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
8) An empty airline seat or hotel room not occupied best illustrates the characteristic of a
service's ________blank.
8) ______
, A) time perishability
B) labor intensity
C) intangibility
D) simultaneous production and consumption<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
9) Which type of service falls under the category of “high labor/low customization”?
9) ______
A) service factory
B) service shop
C) mass service
D) professional service
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
10) Which one of the following isnot a value-added service provided by a manufacturer to
increase profits?
10) ______
, A) financing or leasing
B) customer-support call center
C) after-sales maintenance
D) network and communication services
Question Details
Learning Objective : 01-01 Describe the central role of services in an economy.
Topic : Facilitating Role of Services in an Economy
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
11) Which of the following isnot a feature of the new experience economy?
11) ______
A) The experience is memorable.
B) The experience is customized.
C) The customer is treated as a guest.
D) The experience is staged. <i></i>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
12) The key technology of a postindustrial society is ________blank.
12) ______
, A) machines
B) energy
C) information
D) intellectual capital of the workers<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-03 Describe the features of preindustrial, industrial, and postindustrial so
Topic : Stages of Economic Development
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
13) Capital decisions, technological advances, and managing demand are some managerial
challenges for a ________blank.
13) ______
A) service factory
B) service shop
C) mass service
D) professional service<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
14) Which among the following strategies is used by fast-food restaurants to reduce costs?
14) ______
, A) Increase advertising via the Internet.
B) Allowing the customer to play an active part in the service process.
C) Increase prices.
D) Increasing menu items to cater to varying tastes.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
15) Which one of the following reasons best explains the recession-resistant nature of
services?
15) ______
A) Services cannot be inventoried.
B) Many services, such as healthcare, are essential.
C) Many service employees, such as those who work on commission, do not need to be
laid off during recessions.
D) The number of jobs in maintenance and repair services increases during
recessions.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
,16) The concept of economies of scale is best described as ________blank.
16) ______
A) the replacement of fixed costs with variable costs
B) selling a wider range of products
C) a synonym for economies of scope
D) the replacement of variable costs with fixed costs<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
17) The presence of a friendly desk clerk in a budget hotel is an example of which of the four
features of a service package?
17) ______
A) Supporting facility.
B) Facilitating goods.
C) Explicit services.
D) Implicit services.<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
, 18) The concept of economies of scope is best described as ________blank.
18) ______
A) a synonym for economics of scale
B) the use of brand extensions
C) using existing channels of distribution to introduce a new product
D) extending existing distribution channels to reach new customers<em></em>
Question Details
AACSB : Communication
Bloom's : Understand
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Difficulty : 2 Medium
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
19) Which of the following is not a principle on which service experience design is based?
19) ______
A) theme the experience
B) eliminate negative cues
C) mix in memorabilia
D) encourage customer feedback
Question Details
AACSB : Communication
Bloom's : Understand
Difficulty : 2 Medium
Learning Objective : 01-07 Describe a service using the five dimensions of the service package.
Topic : The Service Package
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
20) ________blank is a foundation premise of Service-Dominant Logic
