Multiple Choice Quiz

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Multiple Choice Q no Service Strategy 3 2010967 1 007337783x

1 2
1
An example of employing the 'virtual value chain' is using information to control inventory.

True
A)

False
B)

2 2

2
The 'strategic service vision' is a framework in the form of questions that need to be addressed when considering a new
service.

True
A)

False
B)

3 2

3
The overall cost leadership segments the market in order to achieve high returns.

True
A)

False
B)

4 2

4
A service winner over time often becomes a qualifier.

True
A)

False
B)

5 2

5
Distinctive competence achieved is the ultimate competitive stage that service firms aspire too.

True
A)

False
B)
 6 2

6
If an individual can overcome the high entry barriers associated with creating a service, the economic environment in which
service firms compete is generally less hostile than it is for manufacturing.

True
A)

False
B)

7 4

7
Procter & Gamble, with its introduction of the home dry-cleaning kit DRYEL, is attempting to compete with dry cleaners by:

Introducing a product substitute

A)

Decreasing customer loyalty

B)

Lowering exit barriers

C)

Raising entry barriers

D)

8 4

8
A service that incorporates self-service is attempting to compete using a ______ strategy.

overall cost leadership

A)

differentiation
B)

focus
C)

price
D)

9 4

9
The rapid spread of the 'Under 30 minutes or it's free' guarantees throughout the pizza delivery industry is an example of a

qualifier becoming a loser.

A)

winner becoming a loser.

B)

winner becoming a qualifier.

C)
 qualifier becoming a winner.
D)

10 4

1
0 Which of the following is not a method by which a service provider can use information to increase revenue?

Yield Management
A)

Expert Systems
B)

Point-of-Sale
C)

Data Envelopment Analysis

D)

11 4

1
1 Which of the following is not a use of information to categorize customers?

Routing
A)

Sharing
B)

Data mining
C)

Coding
D)

12 4

1
2 In which of the following competitive stages is operations seen as reactive at best?

Available for service

A)

Journeyman
B)

Distinctive competence achieved

C)

World-class service delivery

D)

Keys
1. False
2. True
3. False
4. True
5. False
6. False
7. A
8. A
9. C
10. D
11. C
12. A