(Solved): BUS 384 : Chapter 1 Test :Scored 100% : submitted 25 May...

BUS 384 : Chapter 1 Test 

Scored 100%

 submitted 25 May

Which of the following statements is true of service employees? 

• a. They require good human interaction skills and strong cross-selling skills. 
• b. They perform mechanized and rigid processes.    
• c. They have little or no interaction with customers.    
• d. They rely more on hard technology than soft technology to perform work

Which of the following statements is true of service facilities?

•  a. They need to be in close proximity to customers.    
•  b. They store their services as physical inventory.    
•  c. They require employees with stronger technical skills than behavioral skills.    
•  d. They rely more on hard technology than soft technology to perform work.

Which of the following statements is true of goods-producing processes?

•  a. They use employees as a substitute for physical inventory.    
•  b. They require extensive customer participation in service creation and delivery.    
•  c. They require more flexibility and adaptation to special circumstances than service processes.    
•  d. They are mechanistic and controllable because of the lack of customer participation.

In order to increase value, an organization must:

•  a. increase perceived benefits while decreasing actual benefits.    
•  b. increase both perceived benefits and price or cost proportionally.    
•  c. decrease both perceived benefits and price or cost proportionally.    
•  d. decrease price or cost while holding perceived benefits constant.

Which of the following is an example of a primary service?
 

• a. The cooling provided by an air conditioner    
• b. The customer service hotline of an electronics company    
• c. A pen drive given along with a laptop    
•  d. An antivirus program given along with a smartphone

A _____ is a sequence of activities that is intended to create a certain result, such as a physical good, a service, or information.

• a. process    
•  b. matrix    
• c. variant    
•  d. task

Which of the following can be classified as a support process in a business?

• a. Product manufacturing    
•  b. Technology acquisition    
•  c. Human resource management    
•  d. Order shipment

In the context of the pre- and postproduction services perspective of a value chain, which of the following statements is true of postproduction services?

• a. They focus solely on gaining new customers.    
•  b. They include contract negotiations.    
•  c. They focus on keeping existing customers.    
•  d. They include good and service guarantees.

Which of the following statements is true of sustainability?

•  a. Sustainability practices lead to better public perception.    
•  b. Sustainability practices are limited to service-providing firms.    
•  c. The use of sustainable technology reduces short-term operational costs.    
•  d. The application of sustainable technology is limited to the agriculture industry.

Ensuring consumer safety in using goods and services is an example of _____.

•  a. social sustainability    
•  b. economic sustainability    
•  c. political sustainability    
•  d. environmental sustainability

Vehicles, furniture, and dishwashers are examples of nondurable goods.

•   a. True
•   b. False

A pair of running shoes is an example of a durable good.

•   a. True
•   b. False

The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.

•   a. True
•   b. False

    
A process invariably resides within a department or traditional management function.

•   a. True
•   b. False

Preproduction services of a value chain include warranty and claim services.

•   a. True
•   b. False