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Multiple Choice Quiz
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1
The service triangle includes:
A)The service strategy
B)Employees
C)Management
D)Support systems
E)A, B, and D
2
The ______ percentage of contact time between the service system and the customer, the ________ the degree of interaction between the two during the production process.
A)Greater, lesser
B)Lesser, greater
C)Greater, greater
D)None of the above
3
Which of the following is not an alternative identified in the service-system design matrix?
A)Mail contact
B)Face-to-face loose specs
C)Face-to-face tight specs
D)Phone contact
E)All of the above are identified
4
____________ refers to service encounters whose specifications must be developed through some interaction between the customer and the server.
A)Mail contact
B)Face-to-face loose specs
C)Face-to-face tight specs
D)Phone contact
E)Face-to-Face total customization
5
Which of the following statements is not true about the strategic uses of the service-system design matrix?
A)Enables systematic integration of operations and marketing strategy
B)Permits comparison with how other firms deliver specific services
C)Indicates life cycle changes that might be in order as the firm grows
D)Both A and B
E)A, B, and C
6
What are poka-yokes?
A)Service quality that fluctuates like a yo-yo
B)Procedures that prevent defects from happening
C)Drawings of a customer point of view of a service
D)Low contact customer service jobs that can be automated
E)Service strategy improvement techniques
7
Which is not a characteristic of a well-designed service system?
A)User-friendly
B)Links the back and front office
C)Gives the same service to all customers regardless of their needs
D)Robust so it can cope with variations
E)Gives evidence of the quality of service
8
The approach to delivering on-site service made famous by Nordstrom department stores is:
A)Production line approach
B)Self-service approach
C)Personal attention approach
D)None of the above
9
Which of the following is not an application of behavioral concepts to enhance service encounters?
A)Segment the pain, combine the pleasure
B)The front-end and back-end of a service are not equal
C)Give the customer control
D)Pay attention to norms
E)None of the above
10
Which of the following is not an element of a good service guarantee?
A)Unconditional
B)Easy to understand and communicate
C)Painless to invoke
D)Ensures the firm makes a profit
E)Meaningful to the customer
11
Netflix is an example of which of the following approaches to managing customer induced variation?
A)Cost penalties
B)Uncompromised reduction
C)Classic reduction
D)Classic accommodation
E)None of the above





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