Marketing in a service environment

SoccerBoss
Category:
Business & Finance
Price: $5 USD

Question description

1. Parallel lines to multiple servers is commonly known as a “Snake.” (Points : 1)       True        False 


2. The line of ____________ divides front-stage activities from backstage activities. (Points : 1)       

service standards and scripts     

  physical evidence     

  internal physical interaction    

   internal IT interaction      

 visibility


3. Processing times for people are typically less variable than objects or things. (Points : 1)       True        False 

4. Which of the following is NOT a key component of a service blueprint? (Points : 1)     

  Line of transference      

 Line of interaction      

 Line of visibility       

Backstage actions by customer contact personnel      

 Front-stage actions by customer contact personnel


5. Which of the following is NOT one of the productive capacity forms in a service context? (Points : 1)       

Physical facilities designed to contain customers       

Physical equipment used to process people, possessions, or information     

  Customers       

Labor     

  Infrastructure


6. A service organization’s capacity to satisfy demand is constrained by all of the following EXCEPT ____________. (Points : 1)      

 physical facilities   

    equipment     

  personnel      

 sequence of services provided      

 number of competitors


7. Blueprinting is a more sophisticated version of ____________. (Points : 1)     

  linear graphing     

  flowcharting   

    Cox & Snell analysis     

  non-linear graphing       

cluster analysis 


8. Queues represent a symptom of unresolved capacity management problems. True. False


9. Yield analysis forces managers to recognize the opportunity cost of selling capacity for aa given date to a customer from one market segment when another might subsequently yeild a higher rate. True. False


10. Random fluctutions in business are usually caused by factors well within management's control. True. False. 

Tutor Answer

(Top Tutor) Daniel C.
(997)
School: Rice University
PREMIUM TUTOR
Studypool has helped 1,244,100 students
Ask your homework questions. Receive quality answers!

Type your question here (or upload an image)

1819 tutors are online

Brown University





1271 Tutors

California Institute of Technology




2131 Tutors

Carnegie Mellon University




982 Tutors

Columbia University





1256 Tutors

Dartmouth University





2113 Tutors

Emory University





2279 Tutors

Harvard University





599 Tutors

Massachusetts Institute of Technology



2319 Tutors

New York University





1645 Tutors

Notre Dam University





1911 Tutors

Oklahoma University





2122 Tutors

Pennsylvania State University





932 Tutors

Princeton University





1211 Tutors

Stanford University





983 Tutors

University of California





1282 Tutors

Oxford University





123 Tutors

Yale University





2325 Tutors