Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.
True
False
Answer Key: True
Question 2 of 10 10.0 Points
Which of the following is a service strategy characterized by the idea that a service can serve a narrow target market better than a broad market?
A.Transitional strategy
B.Focus strategy
C.Demand strategy
D.Differentiation strategy
Answer Key: B
Question 3 of 10 10.0 Points
Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.
True
False
Answer Key: True
Question 4 of 10 10.0 Points
A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services.
True
False
Answer Key: True
Question 5 of 10 10.0 Points
A very popular fast food restaurant is presently staffed with three cash register attendants that are taking orders. Upon entering the restaurant, customers must choose from three separate lines, each of which leads to one of the three registers. Immediately upon placing their order with the register attendant, customers are given their food and drinks by the register attendant. To analyze this situation, you would use the queuing model for an infinite demand source, multiple servers, and multiple channels.
True
False
Answer Key: True
Question 6 of 10 10.0 Points
When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.
True
False
Answer Key: True
Question 7 of 10 10.0 Points
Service response logistics is the management and coordination of the organization’s activities that occur after the service has being performed.
True
False
Answer Key: False
Question 8 of 10 10.0 Points
When a level demand strategy is used for managing capacity, the firm is required to use a demand management or queue management tactic to deal with excess customers.
True
False
Answer Key: True
Question 9 of 10 10.0 Points
Long-term customer satisfaction, especially in the face of service failures, requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way.
True
False
Answer Key: True
Question 10 of 10 10.0 Points
First-come-first-served is an example of a(n):
A.channel queuing arrangement
B.queue discipline
C.single-phase queue design
D.unfair waiting policy
Answer Key: B
