Description
Test Bank For Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition
Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)
Chapter 5 Supporting Facility and Process Flows
1) The servicescape can influence perceived quality.
Answer: TRUE
Difficulty: 2 Medium
Topic: Servicescapes
Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
2) The design of facilities is dependent entirely on the construction and operating costs of the facilities.
Answer: FALSE
Difficulty: 2 Medium
Topic: Facility Design
Learning Objective: 05-03 Identify the six critical design features of a service supporting facility.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
3) A well-conceived servicescape can communicate desired customer behavior.
Answer: TRUE
Difficulty: 1 Easy
Topic: Servicescapes
Learning Objective: 05-01 Describe the impact of the “servicescape” on the behavior of customers and employees.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
4) Heuristic algorithms are not only appealing intuitively, but they also guarantee optimal solutions.
Answer: FALSE
Difficulty: 1 Easy
Topic: Facility Layout
Learning Objective: 05-07 Use operations sequence analysis to determine the relative locations of departments in a process layout that minimize total flow-distance.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
5) Servicescapes are most important in their effect on customers.
Answer: FALSE
Difficulty: 1 Easy
Topic: Facility Layout
Learning Objective: 05-02 Identify and discuss the three environmental dimensions of servicescapes.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
6) In a product layout, the bottleneck operation defines the capacity of the service.
Answer: TRUE
Difficulty: 1 Easy
Topic: Facility Layout
Learning Objective: 05-06 Identify the bottleneck operation in a product layout, and regroup activities to create new jobs that will increase the overall service capacity.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
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