Marketing in a service environment

timer Asked: May 12th, 2013

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      


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     




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

 physical facilities   



 sequence of services provided      

 number of competitors

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

  linear graphing     


    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. 

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