Service Operations Management – I MCQs

Multiple Choice Questions 18 Pages

Savitribai Phule Pune University

Operations & Supply Chain Management

Contributed by

Hina Baral

DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

MCQs: Specialization:-OPERATION MANAGEMENT
Course Code- 205 Course Name -Service Operations Management – I
UNIT-I
Sr.no
Question
Answer
1
Most of the jobs in post industrial societies are in….industries
A

Knowledge based

Education based

Strength based

None of these

2
Services are deeds, processes and……
C

Systems

Activities

Performances

Operations

3
A service is a time…. Intangible experience
C

Based

Bound

Perishable

Produced

4
Profitability of manufacturing depends on exploiting….. Services
D

Primary

Secondary

Extra

Value added

5
Primary sector consists of agriculture and …. Activities
C

Service

Fishing

Mining

Secondary

6
Secondary sector consists of production and…. Activities
B

Primary

Manufacturing

Tertiary

Forestry

7
Service sector include all economic activities whose output is not products but…..
To consumers problems
A

Solutions

Requirements

Questions

Proposals

8
Countries still in primary stage of development are based on …..
C

Production

Operation

Agriculture

Page 1
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Services

9
The predominant activity in an industrial society is production of …
A

Goods

Secondary

Weapons

Metals

10
Service sector growth is fuelled by advancement in ---
A

I.T

Electricity

Mining

Education

11
The production development model based on technology could be called as ….
Theory of innovation
B

Pure

Push

Pull

Past

12
The development model based on customer needs is called as….. Theory of
innovation
A

Pull

Push

Past

Prime

13
For… inputs are the customers themselves
C

Factories

Agriculture

Services

Industries

14
The presence of customers onsite requires attention to the … of the service
facility
A

Physical surrounding

psychological surrounding

Emotional surrounding

Cognitive surrounding

15
Services are created and …. Simultaneously
C

Delivered

Stored

Consumed

Sorted

16
Services operate as a …. System with full impact of demand on the system
B

Closed

Open

Dual

Isolated

17
Inventory control is a major problem in manufacturing ,where as the
corresponding problem in services is ….
C
Page 2
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Servicing

Storing

Queuing

Transporting

18
Service is a …. Commodity
C

Fragile

Expensive

Perishable

Exotic

19
Customers can see and feel a product, for service customers must rely on the …..
Of the service provider
B

Profitability

Reputation

Advertisement

Publicity

20
The participation of the customer in the service delivery system …. Of the service
from customer to customer
B

Quality

Variability

Heterogeneity

Satisfaction

21
Services unlike goods do not result in the transfer of…
B

Goods

Ownership

Payments

Information

22
The….. Is defined as a bundle of goods and services
C

Explicit service

Implicit service

Service package

Info package

23
The physical resources that must be in place before a service can be offeredis
called as…..
C

Explicit service

Implicit service

Supporting facility

24
The ratio of labor cost to capital cost is called as..
C

Labor productivity

Labor efficiency

labor intensity

Labor propensity

Page 3
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

25
Retailing is an example of ….
B

Service factory

Mass service

Service shop

Professional service

26
service dominant logic is a …..centered alternative for describing value creation
B

Product

Service

Goods

Experience

27
Materials consumed or purchased by the buyers are called as….
A

Facilitating goods

Supporting facility

Implicit service

Explicit services

28
The psychological benefits that consumers may sense vaugely are called as…
B

Implicit services

Explicit services

Experiences

Memories

29
Designing a service delivery system is a …. Process
A

Creative

Internal

External

Difficult

30
Designing a service delivery system involves issues such as location, facility
design and …
A

Layout

Raw materials

Efficiency

Productivity

Unit II- Designing the Service Enterprise
Sr. no
Question
Answer
1
The front office portion of the system is where …. Contact occurs
B

Service

Customer

Manager

Employee

2
Service innovation is the output of …. Research
B

Basic

Page 4
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Applied

System

Natural

3
As customers are involved in the service systems, innovations tend to be…….
A

Evolutionary

Revolutionary

Constructive

Destructive

4
Ideas for service innovations can come from customer…
B

Satisfaction

Suggestions

Complaints

Grievances

5
The people component in new service development consists both of …..and
customers
A

Employees

Buyers

Sellers

Suppliers

6
Customers are interested not only in price, but also in the cost of ….. Service
A

Acquiring

Delivering

Relating

Comparing

7
Service blueprint is the first step in developing a ….
B

Service layout

Service process

Service location

Service delivery

8
The number and intricacy of steps in the service delivery structure is called as…
C

Service ease

Service diversity

Service complexity

Service equality

9
The amount of freedom the server has to customize the service is the degree of …
B

Convergence

Divergence

Innovation

Easiness

10
Narrowing the scope of service by low complexity results in …… strategy
C
Page 5
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Niche

Diverse

Focused

Differentiation

11
The strategy of adding more services through high complexity leads to greater …..
B

Profits

Market penetration

Cost

Market skimming

12
The process of purchasing the service, the customer initiated steps ,choices and
interactions the customer performs in….
C

Line of sight

Line of control

Line of interaction

Line of action

13
Processing people involves …or geographical changes
A

Physical

Chemical

Small

Regional

14
Standardization helps to provide…in service
B

Diversity

Uniformity

Clarity

Accessibility

15
Customer participation in services increases the degree of ….
B

Standardization

Customization

Absorption

Education

16
The suction of customer labor for personalized service is the highest level of ….
C

Customization

Standardization

Co-production

Co-operation

17
the perceived quality of service is determined by customer….
C

Needs

Wants

Experience

Perception

Page 6
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

18
Face to face customized services require highly ….employees
D

Trained

Skilled

Knowledgeable

All of these

19
New service developments results in innovations that needs protection from …….
Copying the creation
D

Government

Clients

Customers

Competitors

20
Most services are characterized by an…..between a service provider and a
customer
A

Encounter

Contract

Agreement

Sale

21
The interaction which defines the quality of service in the mind of the customer is
called as
C

Moment of cost

Moment of profit

Moment of truth

Moment of joy

22
The service encounter triad captures the relationship between 3 parties in the….
B

Service delivery

Service encounter

Service feedback

Service cost

23
The doctor-patient encounter is an example of …..dominated encounter
C

Organizations

Customer

Contact personnel

System

24
organization culture gives a distinct… to the organization
B

Value

Identity

Shape

Vision

25
Choice of …. Is an approach to communicate values
B

Uniform

Language

Page 7
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Culture

Rules

26
Values are often communicated through…
A

Stories

Videos

Photos

Posters

27
Empowered organizations invest in …..
D

Plant

Machinery

Equipments

People

28
Line of interaction is also called as…
A

Service encounter

Service point

Service delivery

Service anchor

29
A mode in which the customer is in physical proximity with a human
service provider is called….. Encounter
B

Technology based

Technology free

Technology assisted

Inventory

Unit III- The Service Encounter

1
Elimination of labor cost is the prime driver for….
A

Self service

Client service

Customer service

Supplier service

2
SST in service encounter stand for…
D

Slow super track

Super slow track

Super sharp track

Self service technology

3
Self service may lead to the elimination of ….type of jobs
B

Skilled

Unskilled

Managerial

Clerical

Page 8
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

4
A boundary system defines limits to employee….
D

Beliefs

Attitudes

Culture

Initiative

5
The…. System is facilitated by well articulated organizational culture
B

Values

Beliefs

Culture

Attitude

6
Services that does not meet acceptable standards are called as
C

Slow service

Failed Service

Unacceptable service

Fake service

7
Formal controls are needed to set boundaries for ….. Behavior
B

Ethical

Accepted

Unethical

Rejected

8
The customer who maximizes value for his money is called
as……customer
C

Real

Fair

Economizing

Emotional

9
When employees perceive strong service orientation customers report…..
Service
D

Low

Real

Normal

Superior

10
Customers posses a variety of …..that are learned for use in different
service encounters
A

Scripts

Norms

Rules

Roles

11
Customer satisfaction drives customer…
D

Happiness

Page 9
DNYANSAGAR INSTITUTE OF MANAGEMENT AND RESEARCH

Prof. Nilambari Moholkar www.dimr.edu.in

Feedback

Attitudes

Loyalty

12
Service location focuses on ……..customers to the site
A

Attracting

Pushing

Signaling

Forcing

13
Location also affects the service delivery…
A

Design

Mode

Method

Place

14
….of a location is the degree to which the service can react to change in
economic situation
C

Reliability

Redness

Flexibility

Rigidity

15
Competitive positioning refers to the method by which firms establish itself
relative to its……
C

Customers

Clients

Competitors

Suppliers

16
Competitive clustering is a reaction to observed consumer behavior when
they choose among….
D

Customers

Suppliers

Clients

Competitors

17
The idea to group outlets of same firm tightly in urban areas is called
as……
B

Urban marketing

Saturation marketing

Novel marketing

Group marketing

18
Centralization of back office leads to ….
B

Specialization

Cost economies

Page 10

Service Operations Management – I MCQs

Service Operations Management – I MCQs

Download this file to view remaining 8 pages