Services Marketing Concepts Strategies & Cases 5th Edition By K. Douglas Hoffman - Test Bank Instant Download - Complete Test Bank With Answers Sample Questions Are Posted Below 1. The manner in which "operational competitiveness" is embraced by various service firms can be described by all the following stages except: a. available …
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Services Marketing Concepts Strategies & Cases 5th Edition By K. Douglas Hoffman – Test Bank
Instant Download – Complete Test Bank With Answers
Sample Questions Are Posted Below
1. The manner in which “operational competitiveness” is embraced by various service firms can be described by all the following stages except:
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2. Customers ultimately determine:
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3. The place within an organization where its primary operations are conducted is called the:
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4. The strategy of breaking up large, unfocused plants into smaller units buffered from one another so that each can be focused separately is referred to as:
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5. All of the following are examples of the technical core within an organization except the:
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6. According to Thompson’s perfect-world model, perfect efficiency occurs when:
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7. Strategies to increase the efficiency of service operations include all of the following except:
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8. The strategy that resorts to triage when the demands placed on the system by the environment exceed its ability to handle them is referred to as:
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9. The strategy that surrounds the technical core of the operation with input and output components is called:
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10. Which of the following is NOT one of the broad categories of strategies used to overcome the problems of service operations?
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11. The objective of decoupling is:
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12. Production-lining a service operation can be achieved through:
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13. Which of the following is an example of decoupling?
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14. Soft technologies refer to the:
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15. An automatic teller machine (ATM) is an example of:
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16. All of the following are examples of creating flexible capacity except:
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17. Blueprints identify all of the following process steps except:
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18. With regards to constructing a service blueprint, the time required to perform one activity at one station is called:
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| Exhibit 5-1 The following questions are based on the below cafeteria flowchart and the information provided in the table. Customers start at counter A and move to Counter B. Customers then choose one of two counter Cs and then move on toward Counter D. Customers then choose one of two counter Es and then move on toward Counter E.
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19. Refer to Exhibit 5-1. What is the activity time for Counter C?
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20. Refer to Exhibit 5-1. What is the process time for Counter E?
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21. Refer to Exhibit 5-1. Which of the following counters produces a maximum output per hour of 240 customers?
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22. Refer to Exhibit 5-1. How many customers can this cafeteria process in an hour?
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23. Refer to Exhibit 5-1. Assuming one service provider per counter and based on its current configuration, the cafeteria’s service cost per meal is:
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24. Refer to Exhibit 5-1. Where is the bottleneck located in this example?
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25. Refer to Exhibit 5-1. If an extra counter is added at the bottleneck location, how many customers can the cafeteria process in an hour?
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26. Refer to Exhibit 5-1. If an extra counter is located at the bottleneck location, what is the new service cost per meal?
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27. A service operation consists of four stations. Station 1 can process 150 customers per hour. Station 2 can process 300 customers per hour. Stations 3 can process 100 customers per hour, and Station 4 can process 150 customers per hour. What is the maximum number of customers the entire operation can process in an hour?
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28. The ____ is calculated by dividing the activity time by the number of locations at which the activity is performed.
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29. The most common mistake made when constructing a service blueprint is:
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30. Which of the following is NOT a step in the construction process of a service blueprint?
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31. A volume-oriented positioning strategy is achieved by:
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32. The positioning strategy that increases divergence so that the operation can tailor the service experience to each customer is referred to as a:
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33. A specialization positioning strategy is accomplished by:
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34. The positioning strategy that increases complexity by adding more services and/or enhancing current services to capture more of the market is referred to as:
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35. Divesting an operation of different services and concentrating on providing only one or a few services in order to pursue a specialization position strategy is called:
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| 36. Based on the following cafeteria flowchart and the information provided in the table:
a. What is the service cost per meal? b. If you were to add another station to fix the current bottleneck, where would you add it? c. How does this affect the service cost per meal?
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37. Discuss the relationship between operations and marketing as it pertains to developing service delivery systems.
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38. Discuss the type of operation that would typify peak efficiency.
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39. Describe the difficulties associated with applying efficiency models to service organizations.
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40. Define the fundamental components of a service blueprint.
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41. Discuss the strategies available for new service development.
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Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
