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77 Cards in this Set
- Front
- Back
Inventory is a major cost in which service sector
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retail, whole sale, field service, military (ALL OF THE ABOVE)
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managing inventory can substantially change
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profitability
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inventory stock outs affects
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revenue
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what is the key decision on what products to carry in RTL
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allocation of limited space
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in service industry back orders result in
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lost sales
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which of the following makes at stock out some what revenue neutral from the perspective of service sector inventory?
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product substitution
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the unpredictability of demand is greater in
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service
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which of the following best describes why inventory information may be inaccurate
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ALL OF THE ABOVE
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service inventory policies address decisions concerning
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Assortment, allocation and replenishment (ALL OF THE ABOVE)
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which of the following functions generally makes inventory assortment and allocation decisions?
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marketing
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product substitution makes a stock out
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revenue neutral
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the most prevalent method of ordering inventory in services is described as
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the "weeks of demand" method
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phantom stock out hurt a business in
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sales not made, add. labor, store and employee in components
(ALL OF THE ABOVE) |
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_________are the different characteristics between manufacturing inventory and service inventory
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ALL OF THE ABOVE
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the need to associate with like minded individuals identify ourselves with those who share our values
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clanning
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the tendency for people to seek fulfillment in spiritual values and to look to the past for reassurance and comfort is known as what?
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anchoring
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memorabilia serves the following purpose in experience design
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ALL OF THE ABOVE
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which is a key dimension that management should attempt to control during experience creation?
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engagement
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the richest and most satisfying experience encompass aspects of
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ALL OF THE ABOVE
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which is a typical escapist experience?
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playing casino
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entertailing combines which to retail elements
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retail environment with theater or theme park-like elements
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edutainment combines
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playing and learning
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context is defined by
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ALL OF THE ABOVE
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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
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mutable
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IKEA stores contain a play center for children so shoppers can browse comfortably, what context element best describes this setting?
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layout
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which one or more of the following are key elements in reaction to time
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ALL OF THE ABOVE
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Sensory stimulants not only enhance the theme, they also significantly increase the level of
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immersion
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which of the following best describes memorabilia?
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generates dialog about the experience encouraging word of mouth
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in a experience economy, which describes the nature of the offering
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memorable
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in the model for building memorable experiences, which key dimension is an outcome?
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loyalty
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what is the methods that can be used to understand customers' experiential perspective?
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ALL OF THE ABOVE
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watching a TV show can best be described as what type of experience?
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absorption
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which describes reasons for conflicts between chain of command in project and the formal management structure of the participating organizational units
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lack of clear authority
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although all projects very with respect to degree and complexity, they all share to one extent or another, which of the following characteristics
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BOTH B & C
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path to success in project planning lies in which of the following?
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conservative planning
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what is the qualitative factor that influences process and failure
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scope creep
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which of the following best describes the activity on node (AON) method of diagramming projects?
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Nodes represent activities
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_______path in a projects is known as the critical path
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the longest
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non critical activities
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include activity slack
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which activities include activity slack?
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activities NOT on the critical path
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Normal time is the
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expected activity duration with out crashing
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common cause for project failure includes
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ALL OF THE ABOVE
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the location decision is both a ______ and ______ decision for many services
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fundamental, frequent
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walk up convenience is important to which of the following types of service firms?
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demand-sensitive services
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which of the following examples best describes a delivered service firm whether in the public or private sector?
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Postal facilities (lost 5 Billion last year)
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Which describes goal of a Quasi-manufacturing service firm?
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minimize logistical cost of a multiple location network
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which is NOT one of the types of service firms in CHAPTER 16?
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Supply-sensitive services
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Which are used to help identity potential sites for demand-sensitive services
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ALL OF THE ABOVE
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In a _______ system, the key ______for consideration are fist listed and subjectively assigned weights
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factor rating, criteria
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Which best describes principle disadvantages with factor rating system?
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factor weighting is highly arbitrary
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which best describes 1 principle disadvantages of the regression models?
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level of statistical uncertainty
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which is basic assumption of gravity model of demand
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stores that are closer are more attractive
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which is NOT a criticism of the gravity model of demand?
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NONE OF THE ABOVE
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which is NOT one of the steps used when determining site selection for a delivered service?
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deterministic simulation
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gain fastest response time, for profit emergency medical ambulances should stage their vehicles in which way
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shift ambulances from downtown areas during the day to suburbs at night
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when determining site selection for quasi-manufacturing services, what software tool is the most effective as well as the most expensive
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mixed integer/ linear programming
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which options methods used to select sites from lowest to highest efficacy?
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heuristics, deterministic, simulation, linear programming
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what is the key aspects of new service development
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ALL OF THE ABOVE
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new services can results from
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BOTH A&B
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a formalized service development process consists of which of the following key steps?
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B. Design, analysis, development, and full launch
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which of the following are key service design factors?
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ALL OF ABOVE
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at the heart of new service development process sits the service delivery system consisting of:
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people, product, technology, and systems
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which typically compromise radical service innovations
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major innovations, start-up businesses and new services for a market presently served
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which one is NOT a key factor in service system design?
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inventory
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key to success for a company in service system design is
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BOTH A & B
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front line personnel discretion denotes ________of the service employee while interaction with the customer
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flexibility
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back office services such as internet services, call-in centers and processing centers should be located where?
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close to employee groups and other important resources
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when an employee has a high level of discretion, the opportunity to close a sale
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INCREASES
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today's service provides are building services together in one supporting facility Bc of this, it is important to differentiate between which
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CORE SERVICES and ancillary services
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poka-yokes can be an integral part of
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service blue print
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service blueprinting accomplishes which?
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maps the customer process and examines interactions
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conjoint analysis is used to....
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ALL OF THE ABOVE
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which best describes benefits that are possible when utilizing customer utility models?
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provides the ability to examine potential failure points
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which principle service process dimensions are used to determine service quality?
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reliability, responsiveness, assurance, and empathy
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empathy and assurance are influences if the service provider can convey....
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ALL OF THE ABOVE
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service designers invest in more sophisticated screening methods for lining and training to enhance which service quality attributes?
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empathy and assurance
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discrete choice experiments involve careful design of....
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ALL OF THE ABOVE
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