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Multiple Choice Quiz
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1
An example of employing the 'virtual value chain' is using information to control inventory.
A)True
B)False
2
The 'strategic service vision' is a framework in the form of questions that need to be addressed when considering a new service.
A)True
B)False
3
The overall cost leadership segments the market in order to achieve high returns.
A)True
B)False
4
A service winner over time often becomes a qualifier.
A)True
B)False
5
Distinctive competence achieved is the ultimate competitive stage that service firms aspire too.
A)True
B)False
6
SWOT analysis is used at the industry level to determine the competitive intensity and, therefore, attractiveness of a market.
A)True
B)False
7
Procter & Gamble, with its introduction of the home dry-cleaning kit DRYEL, is attempting to compete with dry cleaners by:
A)Introducing a product substitute
B)Decreasing customer loyalty
C)Lowering exit barriers
D)Raising entry barriers
8
A service that incorporates self-service is attempting to compete using a ______ strategy.
A)overall cost leadership
B)differentiation
C)focus
D)price
9
________ is not one of Porter's five forces.
A)Threat of substitutes
B)Potential new entrants
C)Opportunity
D)Bargaining power of customers
10
Which of the following is not a method by which a service provider can use information to increase revenue?
A)Yield Management
B)Expert Systems
C)Point-of-Sale
D)Data Envelopment Analysis
11
Which of the following is not a use of information to categorize customers?
A)Routing
B)Sharing
C)Data mining
D)Coding
12
In which of the following competitive stages is operations seen as reactive at best?
A)Available for service
B)Journeyman
C)Distinctive competence achieved
D)World-class service delivery





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