Test Bank for Service Management: Operations, Strategy, Information Technology, 10th Edition by Bordoloi

Answers Included ✅
Chap 01 10e Bordoloi
TRUE/FALSE - Write 'T' if the statement is true and 'F' if the statement is false.
1) Services are deeds, processes, and performances.
1) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
Business Competency : Communication
Difficulty : 1 Easy
Learning Objective : 01-01 Describe the central role of services in an economy.
Topic : Facilitating Role of Services in an Economy
Source : Chapter 01 Test Bank > Services are deeds, processes, and performances...



2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy
to another.
2) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
Business Competency : Communication
Difficulty : 1 Easy
Learning Objective : 01-02 Identify and differentiate the five stages of economic activity.
Topic : Economic Evolution
Source : Chapter 01 Test Bank > The Clark-Fisher hypothesis notes the shift ...




1

,3) The fall in employment in the agricultural sector is the primary reason for the increase in
service sector employment.
3) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Understand
Business Competency : Communication
Difficulty : 2 Medium
Learning Objective : 01-02 Identify and differentiate the five stages of economic activity.
Topic : Economic Evolution
Source : Chapter 01 Test Bank > The fall in employment in the agricultural...



4) The consumer participates in the service process, which is not the case in manufacturing.
4) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Understand
Business Competency : Communication
Difficulty : 2 Medium
Learning Objective : 01-02 Identify and differentiate the five stages of economic activity.
Topic : Economic Evolution
Source : Chapter 01 Test Bank > The consumer participates in the service pro...




2

,5) 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.
5) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
Business Competency : Communication
Difficulty : 1 Easy
Learning Objective : 01-08 Use the service process matrix to classify a service.
Topic : Grouping Services by Delivery Process
Source : Chapter 01 Test Bank > The classification of service systems using ...



6) From an open-systems view, the output of a service system consists of satisfied customers.
6) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
Business Competency : Communication
Difficulty : 1 Easy
Learning Objective : 01-06 Identify and critique the six distinctive characteristics of a service op
Topic : Distinctive Characteristics of Service Operations
Source : Chapter 01 Test Bank > From an open-systems view, the output of a s...




3

, 7) The service experience defined as escapism requires the most commitment from the
customer.
7) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Understand
Business Competency : Communication
Difficulty : 2 Medium
Learning Objective : 01-04 Describe the features of the experience economy contrasting the consumer
Topic : The Experience Economy
Source : Chapter 01 Test Bank > The service experience defined as escapism r...



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.
8) ______
⊚ true
⊚ false

Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Understand
Business Competency : Communication
Difficulty : 2 Medium
Learning Objective : 01-05 Explain the essential features of the service-dominant logic.
Topic : Service-Dominant Logic
Source : Chapter 01 Test Bank > A study of service systems must begin with t...




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