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Test Bank For Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition

Test Bank For Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition

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Edition:
9th Edition
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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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