Managing Quality: Integrating the Supply Chain, 6e (Foster)
Chapter 8 Designing Quality Services
1) ________ service attributes cannot be inventoried or carried in stock over long periods of
time.
A) Continuous
B) Objective
C) Tangible
D) Discrete
E) Intangible
2) The heterogeneous nature of services means that ________.
A) no two services are exactly the same
B) they cannot be inventoried
C) customers cannot be involved in the production of the service
D) production and consumption of services occur simultaneously
E) they cannot be carried in stock over long periods of time
3) Which of the following statements is true?
A) Tangible service attributes cannot be inventoried or carried in stock over long periods of time.
B) The homogeneous nature of services means that no two services are exactly the same.
C) Production and consumption of services often occur simultaneously.
D) Customers cannot exert control over the service provider to achieve customization.
E) Customers tend to be more involved in the production of goods than in the production of
services.
4) The participation of a customer in the delivery of a service product is called ________.
A) customer interaction
B) customer coproduction
C) customer conformity
D) customer proactivity
E) customer compliance
5) In many restaurants, it is common for customers to fill their own drinks. This activity is an
example of ________.
A) customer compliance
B) customer interaction
C) customer coproduction
D) customer proactivity
E) customer conformity
6) ________ services are those whose customers pay the bills.
A) External
B) Tangible
C) Internal
D) Discrete
E) Intangible
7) ________ services generally include services such as data processing, printing, and mail.
A) Tangible
B) External
C) Internal
D) Intangible
E) Discrete
8) Services that we actively seek out and employ of our own accord are referred to as ________
services.
A) voluntary
B) internal
C) external
D) intangible
E) involuntary
9) Which of the following is an example of a voluntary service?
A) police department
B) hospital
C) gas station
D) the IRS
E) fire department
10) Services that individuals do not choose to engage are referred to as ________ services.
A) internal
B) voluntary
C) intangible
D) involuntary
E) external
11) Which of the following statements is true?
A) It is easy to obtain hard data relating to services because services’ attributes are intangible.
B) Simultaneous production and consumption of services means that you have to do it right the
first time.
C) Customer contact leads to a decrease in variability in the process.
D) Service liability issues center around safety concerns.
E) Manufacturing liability issues often relate to malpractice.
12) ________ refers to the professionalism of the service provider and whether reasonable
measures were taken to ensure the customer’s well-being.
A) Malpractice
B) Negligence
C) Indifference
D) Mismanagement
E) Empathy
13) The phenomenon of customers providing themselves, their belongings, and information as
process inputs is known as ________.
A) the reinvention process
B) services blueprinting
C) the Unreliable Supplier Dilemma
D) the capricious labor theory
E) service transaction analysis
14) Intangible service attributes cannot be inventoried or carried in stock over long periods of
time.
15) The outputs of service are homogeneous, which means that no two services are exactly the
same.
16) The production and consumption of services often occur simultaneously.
17) Customers tend to be more involved in the production of goods than in the production of
services.
18) Customers can exert control over the service provider and achieve customization.
19) Internal services are those whose customers pay the bills.
20) Data processing, printing, and mail are examples of external services.
21) Internal and external services are similar in that competitive pressures can result in the
possible loss of customers.
22) Voluntary services are services that we actively seek out and employ of our own accord.
23) A gas station is an example of an involuntary service.
24) A hospital is an example of a voluntary service.
25) Measurable dimensions, such as height and weight, are often unavailable in services.
26) Simultaneous production and consumption of services means that you have to do it right the
first time.
27) Customer contact leads to a decrease in variability in the process.
28) In services liability issues center around safety concerns, whereas in manufacturing liability
issues relate to malpractice.
29) For both manufacturing and service firms, the customer is the core of the business.
30) Service supply chains are bidirectional, which means that service customers actually provide
inputs to the supply chain.
31) The Unreliable Supplier Dilemma occurs because service companies receive most of their
supplies from other service companies.
32) Capricious labor occurs because many services customers provide themselves as labor inputs
into the production process.
33) Define the term customer coproduction. Provide an example and describe the implications it
has for service providers.
34) Differentiate between internal services and external services and explain the role of
outsourcing in the provision of internal services.
35) Differentiate between voluntary and involuntary services with examples.
36) What are the three major realities in service that affect the approaches in quality adopted by
service providers?
37) How are the product liability issues in services different from those in manufacturing?
38) Which of the following is not a quality dimension relating to services?
A) empathy
B) assurance
C) durability
D) tangibles
E) responsiveness
39) Managers who view service quality as a force of underlying profitability and business
success possess ________.
A) high standards
B) a service vision
C) a laissez-faire leadership style
D) responsiveness
E) an in-the-field leadership style
40) Managers who are focused on details and are highly organized with better equipped firms
exemplify which of the following attributes of leader service?
A) high standards
B) a service vision
C) a laissez-faire leadership style
D) responsiveness
E) an in-the-field leadership style
41) Managers who stop by and visit their service locations demonstrate ________.
A) high standards
B) a service vision
C) a laissez-faire leadership style
D) assurance
E) an in-the-field leadership style
42) Responsiveness, assurance, and intangibles are three of the dimensions of service quality.
43) Leaders with service vision view service quality as the force underlying profitability and
business success.
44) According to Parasuraman, Zeithamel, and Berry, what are the key attributes of services
leaders?
45) The SERVQUAL tool for assessing services quality was developed by ________.
A) Hammer and Champy
B) Juran, Deming, and Shewhart
C) Ishikawa and Taguchi
D) Feigenbaum, Crosby, and Peters
E) Parasuraman, Zeithamel, and Berry
46) The two parts of the SERVQUAL survey are ________.
A) customer expectations and customer perceptions
B) service quality and product quality
C) product integrity and customer service
D) services liability and manufacturing liability
E) service vision and high standards
47) ________ shows the difference between actual customer expectations and management’s
idea or perception of customer expectations.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4
E) Gap 5
48) Gap 2 shows the difference between ________.
A) service delivery and external communications to customers
B) management perceptions of customer expectations and expected service
C) service delivery and service quality specifications
D) expected service and perceived service
E) service quality specifications and management perceptions of customer expectations
49) ________ shows the difference between service delivery and service quality specifications.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4
E) Gap 5
50) Gap 4 shows the difference between ________.
A) service delivery and external communications to customers
B) management perceptions of customer expectations and expected service
C) service delivery and service quality specifications
D) expected service and perceived service
E) service quality specifications and management perceptions of customer expectations
51) ________ shows the difference between expected service and perceived service.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4
E) Gap 5
52) A university administered the SERVQUAL survey to its customers as a way to assess its
current position in the market. On the basis of 80 responses, the following averages were
computed for the tangibles construct.
Item
#
Avg.
Perception
Avg.
Expectation
1
6.4
6.1
2
6.1
6.0
3
6.7
5.2
4
6.9
6.5
What is the difference for the tangibles dimension?
A) -1.50
B) -0.575
C) 1.50
D) 0.575
E) not enough data to determine the answer