Question 1 of 10
Cross-training workers is a typical capacity management technique for times when demand exceeds capacity.
Question 2 of 10
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?
- Transitional strategy
- Focus strategy
- Demand strategy
- Differentiation strategy
Question 3 of 10
Quick recovery from service failures may serve as good word-of-mouth advertising for the firm.
Question 4 of 10
A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services.
Question 5 of 10
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.
Question 6 of 10
When companies sell products both online and in traditional retail stores this is called a mixed internet distribution strategy.
Question 7 of 10
Service response logistics is the management and coordination of the organization’s activities that occur after the service has being performed.
Question 8 of 10
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.
Question 9 of 10
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.
Question 10 of 10
First-come-first-served is an example of a(n):
- channel queuing arrangement
- queue discipline
- single-phase queue design
- unfair waiting policy