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Multiple Choice Quiz
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1
For a professional service firm leverage is defined by the ratio of staff per partner.
A)True
B)False
2
Conversion is a term used to describe value creation.
A)True
B)False
3
Mobile employees normally have less discretion than back-office employees.
A)True
B)False
4
Bi-directional optimization can only occur if the customer's needs are given higher priority than the company's.
A)True
B)False
5
Cross-training employees is one method of managing perishability.
A)True
B)False
6
Customer-supplier duality referrers to the fact that customers also act as suppliers in the service delivery process.
A)True
B)False
7
_______ is not a transaction cost incurred in seeking and maintaining an outsourced relationship.
A)Negotiation
B)Search
C)Bargaining
D)Enforcement
8
In what way do service chains differ from product supply chains?
A)Conversion occurs near the end of the process.
B)Distribution occurs before production.
C)The customer can be a co-producer the production process.
D)All of the above
9
Which of the following is not an example of managing productive capacity?
A)The use of bulletin boards.
B)The use of a FAQ website.
C)Interviewing job candidates using focus groups.
D)Teaching a patient to measure their blood pressure.
10
______ is the first level of a professional body of knowledge
A)System understanding
B)Advanced skills
C)Self-motivated creativity
D)Cognitive knowledge
11
In which category of the business service taxonomy is it most important that the vendor be located close to the customer?
A)Employee support services
B)Equipment support services
C)Facilitator services
D)Facility support services
12
Which of the following is not an implication of bi-directional relationships?
A)Service supply relationships are hubs, not chains.
B)Service capacity is analogous to inventory.
C)Customer supplied inputs can vary in quality.
D)None of the above.





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