Operations Management: Strategy and Quality Management for the Digital Age

Question 6 Which of the following is NOT part of the Satisfaction Gap? 1 point     A. Price gap     B. Understanding needs gap     C. Communication…

Question 5 The provision of service can be broken into which two operations? 1 point     A. Internal and External     B. Strategy and Functional     C….

Question 1 The notion of Affective Labor is typically used to talk about the labors/services that either produce or modify which of the following? 1 point     A. Labor…

Question 3 According to the lecture, which is NOT one of the examples used in getting around the idea of service inseparability? 1 point   A. Virtual Assistant   B….

Question 9 Which of the following is NOT a customer responsibility when service failure occurs? 1 point   A. Resolution failure: Did not inform the provider of service failure  …

Question 7 Which of the following is NOT one of the SERVQUALS’s dimensions? 1 point   A. Reliability   B. Assurance   C. Empathy   D. Affordability   E. Responsiveness…

Question 5 Designing a Servicescape involves the design of: 1 point   A. Physical environment in which the service takes place   B. The information environment for the service  …

Question 4 Recovery from service failure refers to which of the following? 1 point   A. Financial recovery of a services company   B. Converting a bad service experience into…

Question 3 Which of the following is NOT a distinguishable characteristic of Services? 1 point   A. Intangible   B. Inseparability between provider and receiver   C. Perishable   D….

Question 2 Service Quality is difficult to evaluate because: 1 point   A. It depends on customer expectation versus performance   B. The number of service providers is large  …