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
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