MQM 227 T/F Exam Questions and
Answers 100% Correct
The customer is a part of the service delivery process and may introduce
inefficiencies into the service delivery system. - 🧠 ANSWER ✔✔True
Implicit service is also known as tangible service. - 🧠 ANSWER ✔✔False
Service guarantees are only for consumers outside the firm, and do not
apply to internal customer relationships within a firm. - 🧠 ANSWER
✔✔False
High-contact services are more likely to be front office operations and low-
contact services are more likely to be back office operations. - 🧠 ANSWER
✔✔True
, A small improvement in customer loyalty can substantially improve the
profitability of a service firm. - 🧠 ANSWER ✔✔True
Co-routed services offer a larger amount of choices to customers than do
customer-routed services. - 🧠 ANSWER ✔✔False
According to the service profit chain, employees are more likely to be
satisfied when management works to improve internal service quality. - 🧠
ANSWER ✔✔True
The major difference between the service delivery system matrix and the
product-process matrix is that service process design generally does not
vary with customer volume - 🧠 ANSWER ✔✔True
A forward pass is required while computing the early start and early finish
times of activities. - 🧠 ANSWER ✔✔True
Critical path method (CPM) network scheduling assumes a second order
(non-linear) time-cost tradeoff exists. - 🧠 ANSWER ✔✔False
The early start and late start times are equal for an activity on the critical
path of a network. - 🧠 ANSWER ✔✔True
Answers 100% Correct
The customer is a part of the service delivery process and may introduce
inefficiencies into the service delivery system. - 🧠 ANSWER ✔✔True
Implicit service is also known as tangible service. - 🧠 ANSWER ✔✔False
Service guarantees are only for consumers outside the firm, and do not
apply to internal customer relationships within a firm. - 🧠 ANSWER
✔✔False
High-contact services are more likely to be front office operations and low-
contact services are more likely to be back office operations. - 🧠 ANSWER
✔✔True
, A small improvement in customer loyalty can substantially improve the
profitability of a service firm. - 🧠 ANSWER ✔✔True
Co-routed services offer a larger amount of choices to customers than do
customer-routed services. - 🧠 ANSWER ✔✔False
According to the service profit chain, employees are more likely to be
satisfied when management works to improve internal service quality. - 🧠
ANSWER ✔✔True
The major difference between the service delivery system matrix and the
product-process matrix is that service process design generally does not
vary with customer volume - 🧠 ANSWER ✔✔True
A forward pass is required while computing the early start and early finish
times of activities. - 🧠 ANSWER ✔✔True
Critical path method (CPM) network scheduling assumes a second order
(non-linear) time-cost tradeoff exists. - 🧠 ANSWER ✔✔False
The early start and late start times are equal for an activity on the critical
path of a network. - 🧠 ANSWER ✔✔True
