Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Business Development
Q:
What is a copyright?
Q:
A typical manufacturing QC department has a variety of functions to perform including gathering performance data on products in the field and resolving quality problems in the field.
Q:
What is a patent?
Q:
A typical manufacturing QC department has a variety of functions to perform including testing designs for their reliability in the lab and the field.
Q:
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.
Q:
What are the two principal types of technological change?
Q:
Design quality in products refers to the degree to which a product or service design specifications are met.
Q:
Define innovation.
Q:
How does the degree of customer contact relate to the kinds of skills needed by service workers and the degree of training they require?
Q:
To speed innovation, many organizations have begun to ________.
A) adopt mechanistic organizational structures
B) increase the length of the organizational hierarchy
C) implement total quality management
D) move decision-making to lower levels in the organization
Q:
Describe the role of service guarantees from the marketing and the operations perspective?
Q:
Interacting with individuals and groups outside the organization to obtain valuable information and knowledge from the environment is known as a ________ activity.
A) reciprocal logrolling
B) business process reengineering
C) vale engineering
D) boundary-spanning
Q:
Contrast the "Personal Attention Approach" to service to the "Assembly-Line Approach". In your opinion, which is superior? Why?
Q:
Explain the advantages of using a collateral organizational structure.
Q:
What is the designation of the approach to service design characterized by having the customer take a greater role in the production of the service?
Q:
Explain the difference between a wheel configuration and a circle configuration of a top-management team.
Q:
In the service-system design matrix, what kind of production efficiency is expected from a service encounter designed to be "face-to-face loose specs"?
Q:
Explain the cognitive bias of illusion of control.
Q:
Which of the following is considered a high-contact service operation?
A. On-line brokerage house
B. Internet sales for a department store
C. Physician practice
D. Telephone life insurance sales and service
E. Automobile repair
Q:
What is cognitive dissonance?
Q:
Which of the following is a characteristic of a well-designed service system?
A. Provides a unconditional service guarantee
B. Each element of service system consistent with the operating focus of the firm
C. The front end of the service encounter is equal to the back end
D. It segments the pleasure for the customer
E. It lets the customer control the process
Q:
Explain the codification approach to knowledge management.
Q:
Which of the following is not a characteristic of a well-designed service system?
A. Robust
B. Cost-effective
C. Puts customers in charge
D. User-friendly
E. Effectively links "front office" with "back office"
Q:
Explain the difference between adaptive cultures and inert cultures.
Q:
What are the two principal types of organizational learning strategies proposed by James March?
Q:
Which of the following is not an element of a good service guarantee?
A. Unconditional (no small print)
B. The customer controls the process
C. Easy to understand
D. Easy to communicate
E. Meaningful to the customer
Q:
Describe the garbage-can model of decision-making.
Q:
Which of the following approaches to service design is characterized by having the customer take a greater role in the production of the service?
A. Production line approach
B. Personal attention approach
C. Quality approach
D. Do-it-yourself approach
E. Self-service approach
Q:
Describe the incrementalist model of decision-making.
Q:
Which company pioneered the production line approach to delivering on-site service?
A. Ritz-Carlton Hotel Company
B. McDonald's Corporation
C. Prudential Insurance Company
D. Southwest Airlines
E. Citibank
Q:
What are the two types of organizational decisions?
Q:
Which of the following is one of the three contrasting approaches to delivering on-site service?
A. Quality approach
B. Stock market approach
C. Production line approach
D. Retail approach
E. Professional approach
Q:
A(n) ________ organizational structure is, an informal organization of managers set up parallel to the formal organizational structure to "shadow" the decision-making and actions of managers in the formal organization.
A) organic
B) normative
C) collateral
D) mechanistic
Q:
Which of the following is one of the three contrasting approaches to delivering on-site service?
A. Airline approach
B. Self-service approach
C. Fast food approach
D. Do-it-yourself approach
E. Internet approach
Q:
Dialectic inquiry involves ________.
A) restructuring the organization in order to make it more formal and centralized
B) diversifying the business of the organization into unrelated areas
C) creating a final plan out of many plans proposed by various teams
D) replacing the top-management team
Q:
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?
A. Talent
B. Teamwork
C. Trust
D. Treatment
E. Time
Q:
There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?
A. Task
B. Time
C. Teamwork
D. Trust
E. Talent
Q:
A(n) ________ is a person who is responsible for critiquing ongoing organizational learning.
A) boundary spanner
B) devil's advocate
C) free rider
D) early adopter
Q:
Which of the following is not a strategic use of the service-system design matrix?
A. Enabling systematic integration of operations and marketing strategy
B. Design of the service package
C. Comparing how other firms deliver specific services
D. Indicating evolutionary or life cycle changes that might be in order as the firm grows
E. Clarifying exactly which combination of service delivery the firm is in fact providing
Q:
Which of the following terms refers to the conformity that emerges when like-minded people reinforce one another's tendencies to interpret events and information in similar ways?
A) groupthink
B) devil's advocacy
C) social loafing
D) satisficing
Q:
In the service-system design matrix, an internet and on-site technology service encounter is expected to have which of the following?
A. High sales opportunity
B. High degree of customer/server contact
C. Low production efficiency
D. High production efficiency
E. None of the above
Q:
Which of the following statements is true regarding a circle configuration of a top-management team?
A) A circle configuration slows organizational learning because all coordination takes place through the CEO.
B) Communication around a circle configuration takes much less time than that required for communication around a wheel configuration.
C) A circle configuration is not suitable for complex problems requiring coordination among group members.
D) A wheel configuration solves complex problems much more quickly than a circle arrangement.
Q:
Which of the following statements is true regarding a wheel configuration of a top-management team?
A) In the wheel configuration, top managers from different functions interact with one another and with the CEO.
B) The wheel configuration works best when problems are complex and nonprogrammed decision-making is required.
C) The wheel configuration slows organizational learning.
D) Communication around a wheel configuration takes much less time than that required for communication around a circle configuration.
Q:
In the service-system design matrix, a face-to-face loose specs service encounter is expected to have which of the following?
A. Low sales opportunity
B. Low production efficiency
C. High production efficiency
D. Low degree of customer/server contact
E. None of the above
Q:
A fundamental premise of ________ theory is that when making decisions, managers need to think in two related ways. First, they need to look forward and anticipate how rivals will respond to their competitive moves and second, managers need to reason backward to determine which moves their company should pursue today given their assessment of how their rivals will respond to various future moves.
A) transaction cost
B) game
C) population ecology
D) institutional
Q:
In the service-system design matrix, a mail contact service encounter is expected to have which of the following?
A. High sales opportunity
B. High degree of customer/server contact
C. High production efficiency
D. Low sales opportunity
E. None of the above
Q:
________ is a cognitive bias that leads managers to interpret events in such a way that their actions appear in the most favorable light.
A) Representativeness
B) Self-concordance
C) Frequency
D) Ego-defensiveness
Q:
In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?
A. Low sales opportunity
B. Low production efficiency
C. High production efficiency
D. Low degree of customer/server contact
E. None of the above
Q:
A top-management team in an organization is feeling threatened by a deteriorating economic situation and doubt their ability to manage it. Feeling threatened and powerless, the team accuses other lower-level managers of being unable to control the situation or of lacking the ability or desire to do so. Which of the following biases is being experienced by the top-management team?
A) representativeness
B) projection
C) frequency
D) cognitive dissonance
Q:
Which of the following is an alternative possible service encounter included in the service-system design matrix?
A. Face-to-face distance
B. Internet
C. Questionnaire response
D. Automated teller (ATM)
E. Response card encounter
Q:
In which of the following situations is an organization most likely to use game theory?
A) The organization has a monopoly in its industry.
B) The organization competes against a limited number of rivals in its domain and they are highly interdependent.
C) The organization produces customized products for its customers and operates in a stable environment.
D) The organization produces and sells commodities and competes against a large number of rivals.
Q:
Which of the following are alternative possible service encounters included in the Service-System Design Matrix?
A. Mail contact
B. Warranty
C. Sales call
D. Field service
E. None of the above
Q:
The bias toward escalation of commitment is reinforced by a(n) ________ approach to decision-making.
A) rational
B) unstructured
C) incrementalist
D) garbage can
Q:
Which of the following is not part of the service strategy's operating focus (set of performance priorities) that help the service organization compete?
A. Service culture
B. Speed & Convenience
C. Price
D. Unique skills
E. Treatment of customer
Q:
________ is a cognitive bias that leads managers to continue a losing course of action and to refuse to admit they have made a mistake.
A) Escalation of commitment
B) Self-concordance
C) Frequency
D) Representativeness
Q:
Which of the following is not a major factor distinguishing service design and development from manufacturing design and development?
A. The process and product must be developed at the same time
B. Many service organizations can change their service offerings virtually overnight
C. Many parts of the service package are often defined by the training that individuals receive before they become part of the service organization
D. The service package, rather than a definable good is the output of the development process
E. Service operations can be protected by patents, manufacturing operations can not
Q:
An organization is employing more and more managers but profitability is not increasing. The managers of the organization are not willing to accept that the lack of increase in profitability is the result of their inefficiency. Rather, the managers argue that they are positioning the organization for future growth by putting in place the infrastructures to support future development. Which of the following cognitive biases is being experienced by these managers?
A) representativeness
B) halo effect
C) frequency
D) ego-defensiveness
Q:
A friend of yours recommends a stock based upon a "hot tip." You purchase it, and it subsequently declines the following year. Your friend advises you to purchase more at the lower price, despite clear evidence that this is not a sound company. Which of the following cognitive biases is being displayed by your friend?
A) projection
B) cognitive dissonance
C) escalation of commitment
D) frequency
Q:
Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?
A. The service process and service product can be developed independently
B. The service package has the same legal protection available to manufactured goods
C. The service package is the major output of the development process
D. Manufacturing is far more capital intensive than services
E. Capacity decisions are much more critical in manufacturing operations
Q:
________ is a cognitive bias that allows managers to justify and reinforce their own preferences
and values by attributing them to others.
A) Representativeness
B) Projection
C) Cognitive dissonance
D) Frequency
Q:
Which of the following refers to the physical presence of the customer in a service system?
A. Creation of the service
B. Customer contact
C. Intermittent production
D. Continuous production
E. None of the above
Q:
________ is a cognitive bias that causes managers to overestimate the extent to which they can manipulate the outcomes of an action.
A) Representativeness
B) Illusion of control
C) Frequency
D) Ego-defensiveness
Q:
Which of the following is not part of "the service triangle"?
A. Employees
B. Support systems
C. Customers
D. Service strategy
E. Service encounter
Q:
________ is a cognitive bias that leads managers to form judgments based on small and unrepresentative samples.
A) Cognitive dissonance
B) Ego-defensiveness
C) Representativeness
D) Illusion of control
Q:
Which of the following is a generalization that can be used to guide in the design of service systems?
A. Services can not be inventoried
B. Services are all similar
C. Quality work means quality service
D. Services businesses are inherently entrepreneurial
E. Even service businesses have internal services
Q:
________ is a cognitive bias that deceives people into assuming that extreme instances of a phenomenon are more prevalent than they really are.
A) Frequency
B) Illusion of control
C) Ego-defensiveness
D) Cognitive dissonance
Q:
The work process involved in providing the service must involve the physical presence of the customer in the system.
Q:
A manager catches an employee coming in late for work, and therefore decides that a new company-wide policy regarding work timings should be implemented in order to improve productivity. Which of the following cognitive biases is being experienced by this manager?
A) groupthink
B) illusion of Control
C) frequency
D) ego-defensiveness
Q:
Customer contact refers to creation of the service.
Q:
A manager at an automobile plant had two suppliers that delivered defective parts. She now thinks that all suppliers are unreliable. Which of the following cognitive biases is being experienced by this manager?
A) escalation of commitment
B) projection
C) representativeness
D) illusion of control
Q:
A characteristic of a well designed service system is that it manages the evidence of service quality in such a way that customers are aware of the value of the service provided.
Q:
A top-level manager in an organization thinks that he is the only person in the organization who can oversee global expansion. Which of the following cognitive biases is being experienced by this manager?
A) cognitive dissonance
B) representativeness
C) ego-defensiveness
D) illusion of control
Q:
"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.
Q:
The "back end" of the service encounter is more important than the "front end" because the "back end" is where most service providers are paid.
Q:
When managers have an illusion of control bias, they often ________.
A) centralize decision-making authority
B) promote flat hierarchy of authority
C) empower workers
D) promote mutual adjustment
Q:
Service strategy begins by integrating operations and strategy.
Q:
According to cognitive dissonance theory, decision makers ________.
A) try to maintain consistency between their images of themselves, their attitudes, and their decisions
B) give preferential treatment to others they perceive to be members of their own groups
C) tend to create models based on past data which are validated only against that past data
D) overestimate others' ability to know them, and they also overestimate their ability to know others
Q:
An important aspect of service products is that they can not be inventoried.
Q:
Which of the following terms refers to the state of discomfort or anxiety that a person feels when there is an inconsistency between his or her beliefs and actions?
A) illusion of transparency
B) self-concordance
C) cognitive dissonance
D) illusion of control
Q:
Choosing the target market in a service business is the decision of the front-line service provider.