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Homework answers / question archive / Chapter 2 1)Just as the lessons and techniques from agriculture were applied to manufacturing the same is true with the application of factory techniques to service organization

Chapter 2 1)Just as the lessons and techniques from agriculture were applied to manufacturing the same is true with the application of factory techniques to service organization

Management

Chapter 2

1)Just as the lessons and techniques from agriculture were applied to manufacturing the same is true with the application of factory techniques to service organization.

  

  1. The fact that the role of the service manager is viewed from an open-system perspective implies that the environment can be ignored safely in dealing with service systems.

  

 

  1. The consumer participates in the service process, which is not the case in manufacturing.

  

 

  1. 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.

  

 
 

  1. From an open-systems view, the output of a service system consists of satisfied customers.

  

 

  1. The main difficulty with services is that the product is intangible, and in many cases it is not even identifiable as any one particular aspect of the service package.

  

 

  1. 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.

  

 

  1. In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's perception of the service.

  

 

  1. The fact that services can be inventoried is an important characteristic, which distinguishes them from manufacturing.

  

 

  1. Reduction of the role played by the consumer is an effective way of improving productivity and decreasing the cost of the service.

  

 

  1. Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.

  

 

  1. In one respect, manufacturing and services are alike, i.e., both can suffer from technological obsolescence.

  

 

  1. The fact that services are labor intensive ensures that the service is fair and equal for all customers.

  
 

  1. In the open systems concept of services, viewing the consumer as part of the resources used by the service is superfluous.

  

 

  1. It is convenient and often necessary to combine the operations and marketing functions for service organizations.

  

 

  1. Service managers must usually be concerned with improving process efficiency.

  
 

  1. Little or no interaction between customer and service provider is required when the service is customized

  

 

  1. Training of service personnel is a criterion for evaluating the explicit services feature of the service package.

  

 

  1. In services, opportunities for quality control intervention are increased due to simultaneous production and consumption.

  

 

  1. Marketing helps smooth demand to match capacity in service operations.

  

 

  1. The service package consists of four features. Which one of the four features listed below is not included in the package?

  

 

  1. The major input into a large public hospital from a service point of view would be:

  

 

  1. Which of the following is not true of services?

 

  1. Which of the following is not a defining element of the service package?

  

 

  1. 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?

  

 

  1. Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

  

 

  1. Transactional analysis refers to:

  

 

  1. An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's

 

  1. Which type of service falls under the category of "high labor/low customization?"

  

 

  1. Which one of the following is not a classification scheme for strategic service insight?

  

 

  1. Which of the following is not a challenge for a manager of a high labor-intensive service?

  

 

  1. A hospital is an example of a service processes that has

  

 

  1. Capital decisions, technological advances, and managing demand are some managerial challenges for a:

  

 

  1. Which among the following strategies is used by fast-food restaurants to reduce costs?

  

 

  1. __________ and __________ are among many of the unique characteristics of services that are interrelated.

  

 

  1. Gaining employee loyalty is a managerial challenge that would most likely be associated with which type of industry?

  

 

  1. The presence of a friendly desk clerk in a budget hotel is an example of which of the four features of a service package?

  

 

  1. Which of the following is not included in the criteria for evaluating facilitating goods?

  

 

  1. Distinctive characteristics of service operations include which of the following?

  

 

  1. What type of service industry is high in judgment exercised by customer contact personnel and low in customization?

 

 

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