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Chapter 05 - Service Delivery System Design
Chapter 05 Service Delivery System Design Answer Key
Multiple-Choice Questions
1. Which of the following is NOT a general characteristic of a service?
2. Which of the following are characteristics of a low-contact service delivery system?
3. The degree of customer contact measures
Chapter 05 - Service Delivery System Design
4. A service recovery process
5. A service guarantee
6. A good service guarantee
Chapter 05 - Service Delivery System Design
7. Which of the following is NOT a correct statement?
8. Which of the following is NOT a differentiator between manufacturing and service
operations?
9. Which of the following is NOT a characteristic of service operations?
Chapter 05 - Service Delivery System Design
10. Which of the following is NOT an element of the service product bundle?
11. ____-contact services require employees with administrative/technical skills and efficient
processing routines.
12. An example of a service business/organization that has a high degree of customer contact,
high customization, and a high degree of labor intensity is
5-5
13. Estate planning would be an example of
14. The service profit chain shows that _____ is the direct link to profitability.
15. Which of the following is NOT included in internal service quality in the service profit
chain?
Chapter 05 - Service Delivery System Design
5-6
16. Which of the following is NOT an example of a high-contact service?
17. There are key differences between service and manufacturing organizations. Which of the
following is true regarding these differences?
18. There are key differences between a service and a product. Which of the following is true
regarding these differences?
5-7
19. An example of an implicit service is
20. Service recovery refers to
21. Which of the following statements concerning service guarantees is FALSE?
Chapter 05 - Service Delivery System Design
5-8
22. According to the service matrix proposed by Collier and Meyer, ATM services are
categorized as
23. Which of the following statements is NOT true about customer contact and the customer
contact matrix?
24. The most important factor for improving employee satisfaction in the service-profit chain
is
Chapter 05 - Service Delivery System Design
25. Which of the following is a characteristic of high-contact services?
26. Researchers Schlesinger and Heskett propose that service organizations
27. Which of the following is the main intent of the service delivery system matrix?
