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Results Reporter: Multiple Choice Quiz

The document summarizes the results of a 10 question multiple choice quiz on chapter 2 with the following information: - The user answered 3 questions correctly for a score of 30% - The correct answer for each question is indicated - Contact information is provided to email the quiz results to the user, instructor, or TA

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Nikhil Malhotra
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324 views2 pages

Results Reporter: Multiple Choice Quiz

The document summarizes the results of a 10 question multiple choice quiz on chapter 2 with the following information: - The user answered 3 questions correctly for a score of 30% - The correct answer for each question is indicated - Contact information is provided to email the quiz results to the user, instructor, or TA

Uploaded by

Nikhil Malhotra
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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5/13/13

Multiple Choice Quiz

Home > Chapter 2 > Multiple Choice Quiz

Course-wide Content Visit the OMC *Service Model Service Model: Order P... Excel Template ServQual Forms List of Videos Text Updates
C hapte r 2

Multiple Choice Quiz


(Se e re late d page s)

Results Reporter
Out of 10 questions, you answered 3 correctly with a final grade of 30% 3 correct (30%) 7 incorrect (70%) 0 unanswered (0%)

News, Articles & Links Web Links Quizzes Multiple Choice Quiz

Your Results:
The correct answer for each question is indicated by a .

1 INCORRECT

When a firm creates a membership relationship with their customers most of the benefits are realized by the service provider. A) True B) False

2 CORRECT

Because customers play an active role in the delivery of a service, the service provider often must educate them. A) True B) False

3 CORRECT

Service-dominant logic is a view that all economies are service economies in which value is always co-created in the exchange of doing something for another party. A) True B) False

4 INCORRECT

Based on the service process matrix, a hotel is an example of a mass service. A) True B) False

5 INCORRECT

_______ is not an element of the service package? A) Information B) Implicit Service C) Facilitating goods D) Price

6 INCORRECT

In service industries that require extensive knowledge and training on the part of the service provider (e.g. medicine), which is the least viable way of dealing with demand variability and perishable capacity? A) Allowing customers to wait B) Adjusting service capacity C) Smoothing demand D) Taking reservations

7 CORRECT

_________ is not a distinctive characteristic of service operations. A) Labor intensiveness B) Simultaneity C) Perishability D) Heterogeneity

8 INCORRECT

Why must a manager monitor the front office employees' attitudes so closely? A) They are frequently paid less than back office employees. B) They have direct contact with the customer. C) They are more difficult to replace than back office employees. D) Front office work is more mentally taxing than back office work.

9 INCORRECT

Services can be classified into a four cell matrix by the extent of customization and judgment exercised by the service personnel. Which of the following appears in all four cells? A) Education B) Food service C) Healthcare D) Transportation

10 INCORRECT

Service-dominant logic has 10 foundation premises; _______ is not one of them. A) service is the fundamental basis of exchange B) goods are distribution mechanisms for service provision

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5/13/13

Multiple Choice Quiz


C) the enterprise delivers value D) all economic and social actors are resource integrators

E-mail Your Results


Date: Mon May 13 2013 09:09:20 GMT+0530 (India Standard Time) My name: Section ID: E-mail these results to: E-mail address: Me: My Instructor: My TA: Other:
E-mail The Results

Format:
HTML HTML HTML HTML

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