A low degree of labor intensity and a low degree of

customer interaction and customization characterize

Professional services.
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Verdadero
Falso-

Achieving competitive advantage in services requires integration

of service marketing with service delivery to meet or exceed
customer expectations.

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Services are experienced whereas goods are consumed.

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Verdadero
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Facilities-based services are where production and consumption

of the service take place in the customer's environment.

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 Verdadero
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1-800 numbers are an example of customer support services

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Verdadero
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The service delivery system should be the focal point of all

decisions and actions of the service organization
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Verdadero
Falso

One approach to measuring the economic value of customer

satisfaction is to survey your customers.

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Verdadero
Falso-

The buffered core is both penetrable and reactive to the

customer's requirements in the service-system design matrix.

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 Verdadero-
Falso

Automatic teller machines and self-service gas stations are ways

a customer can take a greater participatory role in the
production of the service.

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Verdadero-
Falso

Well-designed service systems are user-friendly and cost-

effective.

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Verdadero-
Falso

Outsourcing of knowledge work is the next wave in the

globalization of work.
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Verdadero
Falso-

Harrah’s improved customer service by encouraging employees

to talk to guests and by introducing a bonus program for
employees.
Seleccione una:
Verdadero
Falso-

In the new service development cycle, the development stage

includes business analysis and project authorization.

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Verdadero
Falso-

All of the following are examples of services except:

Seleccione una:
a. Restaurants
b. Hotels
c. Health Clubs
d. Assembly lines-
e. Health Maintenance Organizations

Services differ from manufacturing in all the following ways

except:
Seleccione una:
a. Services are intangible.-
b. Consumption and production take place simultaneously.
c. Services can be stored.X
d. Customers typically interact directly with the service delivery process.
Internal services include:
Seleccione una:
a. Cleaning services and auto repair
b. Hotels and dentists
c.
Data processing and accounting-
d. Telemarketing and repair servicesx
e. Banks and home repair services
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Most services contain a mix of tangible and intangible

attributes that constitute a:
Seleccione una:
a. Service factory
b. Service shop
c. Mass service
d. Professional service
e.
Service package-
Página anterior

approach to services treated the delivery of fast food as a

manufacturing process rather than a service process.
Seleccione una:
a. Production Line-
b. Cost-Effective
c. Personal Attention
d. Customer Involvement
Which of the following is/are true about a service blueprint?
Seleccione una:
a. It emphasizes the importance of process design.
b. It makes a distinction between the high customer contact aspects of
the service and those activities the customer does not see.
c. It provides guidance for how to make a process conform to a design.
d. Both A and B.
e. A, B, and C are all true-

The percent of time the customer is involved in the system

relative to the total time it takes to perform the customer service
is:
Seleccione una:
a. Customer Contact-
b. Creation of the Service
c. Service Shop
d. Extent of Contact

In high contact systems:

Seleccione una:
a. The customer does not affect the time of demand.
b. Quality is not affected by the customer. -
c. Operations are more difficult to control.
d. The exact nature of the service is not affected by the customer.
e. Operations are less difficult to rationalize.

Effective management of services requires an understanding of:

Seleccione una:
a. Marketing
b. Personnel
c. Operations
d. All of the above-

McDonald's Corporation primarily competes on which two of

the following services attributes:
Seleccione una:
a. Treatment and speed/convenience
b. Speed/convenience and price
c. Variety and unique skills/tangibles
d. Price and variety

lo que sucede es que ya tenemos muchas personas y tenemos pocas instalaciones. luego
recolectamos firmas y luego las llevamos a la oficina del Alcalde y allí gestionamos más
infraestructura para poder realizar nuestros ejercicios más fácilmente.