5/13/13 Multiple Choice Quiz

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Multiple Choice Quiz(See related pages)

Results Reporter

Out of 10 questions, you answered 3 correctly with a final grade of 30%

3 correct (30%)

7 incorrect (70%)

0 unanswered (0%)

Your Results:

The correct answer for each question is indicated by a .

1INCORRECT

When a firm creates a membership relationship with their customers most of the benefits are realized by the serviceprovider.

A) True

B) False

2 CORRECT Because customers play an active role in the delivery of a service, the service provider often must educate them.

A) True

B) False

3 CORRECT Service-dominant logic is a view that all economies are service economies in which value is always co-created in theexchange of doing something for another party.

A) True

B) False

4INCORRECT

Based on the service process matrix, a hotel is an example of a mass service.

A) True

B) False

5INCORRECT

_______ is not an element of the service package?

A) Information

B) Implicit Service

C) Facilitating goods

D) Price

6INCORRECT

In service industries that require extensive knowledge and training on the part of the service provider (e.g. medicine),which is the least viable way of dealing with demand variability and perishable capacity?

A) Allowing customers to wait

B) Adjusting service capacity

C) Smoothing demand

D) Taking reservations

7 CORRECT _________ is not a distinctive characteristic of service operations.

A) Labor intensiveness

B) Simultaneity

C) Perishability

D) Heterogeneity

8INCORRECT

Why must a manager monitor the front office employees' attitudes so closely?

A) They are frequently paid less than back office employees.

B) They have direct contact with the customer.

C) They are more difficult to replace than back office employees.

D) Front office work is more mentally taxing than back office work.

9INCORRECT

Services can be classified into a four cell matrix by the extent of customization and judgment exercised by the servicepersonnel. Which of the following appears in all four cells?

A) Education

B) Food service

C) Healthcare

D) Transportation

10INCORRECT

Service-dominant logic has 10 foundation premises; _______ is not one of them.

A) service is the fundamental basis of exchange

B) goods are distribution mechanisms for service provision

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5/13/13 Multiple Choice Quiz

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C) the enterprise delivers value

D) all economic and social actors are resource integrators

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