Which of the following refers to the physical presence of the customer in a service system quizlet?

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Decide which of the given items satisfy the relation. a. $\rho$ a binary relation on $S \times C,$ where S = {states in the United States}, C = {cities in the United States}, $x \rho y \leftrightarrow y$ is the capital of x; (Indiana, Indianapolis), (Illinois, Chicago), (Kansas, Kansas City), (Kentucky, Louisville), (North Dakota, Bismarck) b. $\rho$ a binary relation on $A \times P,$ where A = {artists}, P = {paintings}, $x \rho y \leftrightarrow x$ painted y; (DaVinci, Mona Lisa), (Grant Wood, American Gothic), (Remington, Ridden Down), (Picasso, Blue Dancers), (van Gogh, Starry Night) c. $\rho$ a binary relation on $C \times M,$ where C = {composers}, M = {music}, $x \rho y \leftrightarrow x$ composed y; (Bernstein, West Side Story), (Presley, Blue Suede Shoes), (Gershwin, Rhapsody in Blue), (Beethoven, Moonlight Sonata), (Rogers and Hammerstein, Phantom of the Opera) d. $\rho$ a binary relation on $A \times B,$ where A = {authors}, B = {books}, $x \rho y \leftrightarrow x$ wrote y; (Hemingway, The Old Man and the Sea), (Sawyer, Huckleberry Finn) (Poe, Moby Dick), (Orwell, 1984), (Tolstoy, Crime and Punishment).

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Terms in this set (10)

Which of the following is a characteristic that can be used to guide the design of service systems?

Services cannot be inventoried.
Services are all similar.
Quality work means quality service.
Services businesses are inherently entrepreneurial.
Even service businesses have internal services.

A- Services cannot be inventoried

Which of the following refers to the physical presence of the customer in a service system?

Creation of the service
Customer contact
Intermittent production
Continuous production
None of these

B- Customer Contact

Which one of the following is not a major factor distinguishing service design and development from manufacturing design and development?

The process and product must be developed at the same time.
Many service organizations can change their service offerings virtually overnight.
Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization.
The service package, rather than a definable good, is the output of the development process.
Service operations can be protected by patents; manufacturing operations cannot.

E- Service operations can be protected by patents manufacturing operations cannot

Which of the following is an alternative possible service encounter included in the service-system design matrix?

Face-to-face distance
Internet
Questionnaire response
Automated teller (ATM)
Response card encounter

B- Internet

In the service-system design matrix, a mail contact service encounter is expected to have which of the following?

High sales opportunity
High degree of customer/server contact
High production efficiency
Low sales opportunity
None of these

D- Low Sales opportunity

In the service-system design matrix, an Internet and on-site technology service encounter is expected to have which of the following?

High sales opportunity
High degree of customer/server contact
Low production efficiency
High production efficiency
None of these

D- High production efficiency

There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?

Task
Time
Teamwork
Trust
Talent

A- Task

One of the three approaches to delivering on-site service is _____

Airline approach
Self-service approach
Fast food approach
Do-it-yourself approach
Internet approach

B- Self-Service Approach

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?

Ritz-Carlton Hotel Company
McDonald's Corporation
Prudential Insurance Company
Southwest Airlines
Citibank

B- Mccdonalds corp

Which of the following is considered a high-contact service operation?

On-line brokerage house
Internet sales for a department store
Physician practice
Telephone life insurance sales and service
Automobile repair

C- Physician practice

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