designing and managing services习题及答案详解

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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