Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition – Test Bank

Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition – Test Bank

Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)

Chapter 3   New Service Development

1) The “line of visibility” found in a service blueprint separates the front office operations from the back office operations.

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Service Blueprinting

Learning Objective:  03-06 Prepare a service blueprint.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

2) A factor that simplifies the design of service systems is the presence of the customer in the process.

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Generic Approaches to Service System Design

Learning Objective:  03-07 Compare and contrast the four approaches to service system design: production-line, customer as coproducer, customer contact, and information empowerment.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

3) A “line of interaction” also can be found on a service blueprint.

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Service Blueprinting

Learning Objective:  03-06 Prepare a service blueprint.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

4) An increase in divergence can maximize the revenue that is generated by each customer.

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Strategic Positioning Through Process Structure

Learning Objective:  03-04 Explain and differentiate what is meant by the divergence and the complexity of a service process.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

5) Dry cleaning is an example of a service where isolation of the technical core would be inappropriate.

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Generic Approaches to Service System Design

Learning Objective:  03-07 Compare and contrast the four approaches to service system design: production line, customer as coproducer, customer contact, and information empowerment.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

6) Fast-food restaurants have adopted the production-line approach to service design.

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Generic Approaches to Service System Design

Learning Objective:  03-07 Compare and contrast the four approaches to service system design: production line, customer as coproducer, customer contact, and information empowerment.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

7) An important variable in the design process is the amount of customer participation in the delivery of the service.

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Strategic Positioning Through Process Structure

Learning Objective:  03-04 Explain and differentiate what is meant by the divergence and the complexity of a service process.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

8) Financial consulting is a service with low complexity and high divergence.

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Strategic Positioning Through Process Structure

Learning Objective:  03-04 Explain and differentiate what is meant by the divergence and the complexity of a service process.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation