Question 1

In a franchise, the franchisee invests some of their own money, while paying a percentage of sales to the franchiser.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is an example of a person that would be considered to provide a Pure Service?

Accepted Answer

A)  Attorney/Lawyer
B)  Management Consultant
C)  Musical Entertainer
D)  All of theseE) A) and D)
F) A) and B)

Question 3

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour, determine the mean interarrival time.

Accepted Answer

A)  10 minutes
B)  6 minutes
C)  60 minutes
D)  14 minutesE) A) and B)
F) A) and C)

Question 4

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Accepted Answer

A)  Service Capacity
B)  Capacity Utilization
C)  Productivity Potential
D)  Service ThroughputE) C) and D)
F) B) and C)

Question 5

A retailer with two checkout stands is an example of a single-channel, multiple-phase queuing system.

Accepted Answer

A) True 
 B)False

Question 6

David Maister's First Rule of Service is:

Accepted Answer

A)  It always takes longer than you think to perform the service
B)  You can't please all the customers all the time
C)  Satisfaction = perception  expectation
D)  Under-promise and over-deliverE) None of the above
F) A) and B)

Question 7

The Wal-Mart effect is best described by which of the following?

Accepted Answer

A)  As large retailers locate in communities, the put smaller companies our of business
B)  Information technologies have allowed large retailers to maintain good productivity growth rates
C)  Wal-Mart's use of supplier capacity has made it difficult for other companies to find Suppliers
D)  The growth of large retailers has had a negative impact on the environmentE) B) and C)
F) A) and C)

Exam 12: Service Response Logistics

The Wal-Mart effect is best described by which of the following?

Correct Answer
verified

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour, determine the mean interarrival time.

Correct Answer
verified

David Maister's First Rule of Service is:

Correct Answer
verified

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Correct Answer
verified

Which of the following is an example of a person that would be considered to provide a Pure Service?

Correct Answer
verified

In a franchise, the franchisee invests some of their own money, while paying a percentage of sales to the franchiser.

Correct Answer
verified

A retailer with two checkout stands is an example of a single-channel, multiple-phase queuing system.

Correct Answer
verified

Exam 12: Service Response Logistics

The Wal-Mart effect is best described by which of the following?

Correct AnswerverifiedShow Answer

Assuming the number of arrivals per time period is Poisson distributed with a mean arrival rate of 6 customers per hour, determine the mean interarrival time.

Correct AnswerverifiedShow Answer

David Maister's First Rule of Service is:

Correct AnswerverifiedShow Answer

The number of customers per day an organization's service delivery systems are designed to serve within a certain time frame is referred to as:

Correct AnswerverifiedShow Answer

Which of the following is an example of a person that would be considered to provide a Pure Service?

Correct AnswerverifiedShow Answer

In a franchise, the franchisee invests some of their own money, while paying a percentage of sales to the franchiser.

Correct AnswerverifiedShow Answer

A retailer with two checkout stands is an example of a single-channel, multiple-phase queuing system.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified