Ba 3304: Final Exam

Front 1

Inventory is a major cost in which service sector

Back 1

retail, whole sale, field service, military (ALL OF THE ABOVE)

Front 2

managing inventory can substantially change

Back 2

profitability

Front 3

inventory stock outs affects

Back 3

revenue

Front 4

what is the key decision on what products to carry in RTL

Back 4

allocation of limited space

Front 5

in service industry back orders result in

Back 5

lost sales

Front 6

which of the following makes at stock out some what revenue neutral from the perspective of service sector inventory?

Back 6

product substitution

Front 7

the unpredictability of demand is greater in

Back 7

service

Front 8

which of the following best describes why inventory information may be inaccurate

Back 8

ALL OF THE ABOVE

Front 9

service inventory policies address decisions concerning

Back 9

Assortment, allocation and replenishment (ALL OF THE ABOVE)

Front 10

which of the following functions generally makes inventory assortment and allocation decisions?

Back 10

marketing

Front 11

product substitution makes a stock out

Back 11

revenue neutral

Front 12

the most prevalent method of ordering inventory in services is described as

Back 12

the "weeks of demand" method

Front 13

phantom stock out hurt a business in

Back 13

sales not made, add. labor, store and employee in components
(ALL OF THE ABOVE)

Front 14

_________are the different characteristics between manufacturing inventory and service inventory

Back 14

ALL OF THE ABOVE

Front 15

the need to associate with like minded individuals identify ourselves with those who share our values

Back 15

clanning

Front 16

the tendency for people to seek fulfillment in spiritual values and to look to the past for reassurance and comfort is known as what?

Back 16

anchoring

Front 17

memorabilia serves the following purpose in experience design

Back 17

ALL OF THE ABOVE

Front 18

which is a key dimension that management should attempt to control during experience creation?

Back 18

engagement

Front 19

the richest and most satisfying experience encompass aspects of

Back 19

ALL OF THE ABOVE

Front 20

which is a typical escapist experience?

Back 20

playing casino

Front 21

entertailing combines which to retail elements

Back 21

retail environment with theater or theme park-like elements

Front 22

edutainment combines

Back 22

playing and learning

Front 23

context is defined by

Back 23

ALL OF THE ABOVE

Front 24

building flexibility into a system that allows different customers to create their own use environment during their interaction with the service refers to which of the following

Back 24

mutable

Front 25

IKEA stores contain a play center for children so shoppers can browse comfortably, what context element best describes this setting?

Back 25

layout

Front 26

which one or more of the following are key elements in reaction to time

Back 26

ALL OF THE ABOVE

Front 27

Sensory stimulants not only enhance the theme, they also significantly increase the level of

Back 27

immersion

Front 28

which of the following best describes memorabilia?

Back 28

generates dialog about the experience encouraging word of mouth

Front 29

in a experience economy, which describes the nature of the offering

Back 29

memorable

Front 30

in the model for building memorable experiences, which key dimension is an outcome?

Back 30

loyalty

Front 31

what is the methods that can be used to understand customers' experiential perspective?

Back 31

ALL OF THE ABOVE

Front 32

watching a TV show can best be described as what type of experience?

Back 32

absorption

Front 33

which describes reasons for conflicts between chain of command in project and the formal management structure of the participating organizational units

Back 33

lack of clear authority

Front 34

although all projects very with respect to degree and complexity, they all share to one extent or another, which of the following characteristics

Back 34

BOTH B & C

Front 35

path to success in project planning lies in which of the following?

Back 35

conservative planning

Front 36

what is the qualitative factor that influences process and failure

Back 36

scope creep

Front 37

which of the following best describes the activity on node (AON) method of diagramming projects?

Back 37

Nodes represent activities

Front 38

_______path in a projects is known as the critical path

Back 38

the longest

Front 39

non critical activities

Back 39

include activity slack

Front 40

which activities include activity slack?

Back 40

activities NOT on the critical path

Front 41

Normal time is the

Back 41

expected activity duration with out crashing

Front 42

common cause for project failure includes

Back 42

ALL OF THE ABOVE

Front 43

the location decision is both a ______ and ______ decision for many services

Back 43

fundamental, frequent

Front 44

walk up convenience is important to which of the following types of service firms?

Back 44

demand-sensitive services

Front 45

which of the following examples best describes a delivered service firm whether in the public or private sector?

Back 45

Postal facilities (lost 5 Billion last year)

Front 46

Which describes goal of a Quasi-manufacturing service firm?

Back 46

minimize logistical cost of a multiple location network

Front 47

which is NOT one of the types of service firms in CHAPTER 16?

Back 47

Supply-sensitive services

Front 48

Which are used to help identity potential sites for demand-sensitive services

Back 48

ALL OF THE ABOVE

Front 49

In a _______ system, the key ______for consideration are fist listed and subjectively assigned weights

Back 49

factor rating, criteria

Front 50

Which best describes principle disadvantages with factor rating system?

Back 50

factor weighting is highly arbitrary

Front 51

which best describes 1 principle disadvantages of the regression models?

Back 51

level of statistical uncertainty

Front 52

which is basic assumption of gravity model of demand

Back 52

stores that are closer are more attractive

Front 53

which is NOT a criticism of the gravity model of demand?

Back 53

NONE OF THE ABOVE

Front 54

which is NOT one of the steps used when determining site selection for a delivered service?

Back 54

deterministic simulation

Front 55

gain fastest response time, for profit emergency medical ambulances should stage their vehicles in which way

Back 55

shift ambulances from downtown areas during the day to suburbs at night

Front 56

when determining site selection for quasi-manufacturing services, what software tool is the most effective as well as the most expensive

Back 56

mixed integer/ linear programming

Front 57

which options methods used to select sites from lowest to highest efficacy?

Back 57

heuristics, deterministic, simulation, linear programming

Front 58

what is the key aspects of new service development

Back 58

ALL OF THE ABOVE

Front 59

new services can results from

Back 59

BOTH A&B

Front 60

a formalized service development process consists of which of the following key steps?

Back 60

B. Design, analysis, development, and full launch

Front 61

which of the following are key service design factors?

Back 61

ALL OF ABOVE

Front 62

at the heart of new service development process sits the service delivery system consisting of:

Back 62

people, product, technology, and systems

Front 63

which typically compromise radical service innovations

Back 63

major innovations, start-up businesses and new services for a market presently served

Front 64

which one is NOT a key factor in service system design?

Back 64

inventory

Front 65

key to success for a company in service system design is

Back 65

BOTH A & B

Front 66

front line personnel discretion denotes ________of the service employee while interaction with the customer

Back 66

flexibility

Front 67

back office services such as internet services, call-in centers and processing centers should be located where?

Back 67

close to employee groups and other important resources

Front 68

when an employee has a high level of discretion, the opportunity to close a sale

Back 68

INCREASES

Front 69

today's service provides are building services together in one supporting facility Bc of this, it is important to differentiate between which

Back 69

CORE SERVICES and ancillary services

Front 70

poka-yokes can be an integral part of

Back 70

service blue print

Front 71

service blueprinting accomplishes which?

Back 71

maps the customer process and examines interactions

Front 72

conjoint analysis is used to....

Back 72

ALL OF THE ABOVE

Front 73

which best describes benefits that are possible when utilizing customer utility models?

Back 73

provides the ability to examine potential failure points

Front 74

which principle service process dimensions are used to determine service quality?

Back 74

reliability, responsiveness, assurance, and empathy

Front 75

empathy and assurance are influences if the service provider can convey....

Back 75

ALL OF THE ABOVE

Front 76

service designers invest in more sophisticated screening methods for lining and training to enhance which service quality attributes?

Back 76

empathy and assurance

Front 77

discrete choice experiments involve careful design of....

Back 77

ALL OF THE ABOVE