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时间:2018-01-27
《designing and managing services习题及答案详解》由会员上传分享,免费在线阅读,更多相关内容在工程资料-天天文库。
1、Chapter13:DesigningandManagingServicesChapter13:DesigningandManagingServicesGENERALCONCEPTQUESTIONSMultipleChoice1.Ascompaniesfinditharderandhardertodifferentiatetheirphysicalproducts,theyturntoservicedifferentiation.Companiesseektodevelopareputationfor________,bett
2、erandfasteransweringofinquiries,andquickerresolutionofcomplaints.a.superiorpackagingb.superior“value”c.superioron-timedeliveryd.superiorproductse.superiorcustomerserviceAnswer:cPage:401Levelofdifficulty:Easy2.Serviceindustriesareeverywhere.Theyincludegovernment,priv
3、atenonprofit,businesssector,manufacturingsector,andthe________.a.insurancesalespeopleb.seasonalworkersc.temporaryworkersd.retailsectore.noneoftheaboveAnswer:dPage:402Levelofdifficulty:Easy3.Manufacturers,distributors,andretailerscanprovide________servicesorsimplyexc
4、ellentcustomerservicetodifferentiatethemselves.a.financialb.value-addedc.salesd.marketinge.distributionAnswer:bPage:402Levelofdifficulty:Easy4.Therearefivecategoriesofofferingsforaservice.Itcanbeeitheraminororamajorcomponentofthecompany’sofferings.Whichofthefollowin
5、gisNOToneofthesefivecategories?a.Puretangiblegood.b.Tangiblegoodwithaccompanyingservices.c.Hybrid.d.Majorservicewithaccompanyingminorgoodsandservices.e.Majorservicewithaccompanyingmajorgoods.Answer:ePage:403Levelofdifficulty:Medium413Chapter13:DesigningandManagingSe
6、rvices5.Whichofthefollowingwouldbeanexampleofa“hybrid”service?a.Universityb.Professorc.Restaurantd.Soapmanufacturere.AirlineAnswer:cPage:403Levelofdifficulty:Medium6.Whichofthefollowingwouldbeanexampleofa“pureservice”?a.Insuranceb.Airlinesc.Cardealerd.Copiercompanye
7、.NoneoftheaboveAnswer:aPage404Levelofdifficulty:Medium7.Servicesvaryastowhethertheyareequipment-basedor________.a.service-basedb.people-basedc.process-basedd.historical-basede.noneoftheaboveAnswer:bPage:404Levelofdifficulty:Hard8.Someservicesrequirethattheclientbepr
8、esenttoconducttheserviceAnexampleofsuchaserviceisa________.a.vendingmachinesb.fast-foodc.medicaloperationd.carrepaire.taxserviceAnswer:cPa
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