TABLE OF CONTENTS - Information Technology 10th Edition By Sanjeev ...

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Service Management Operations, Strategy, Information Technology 10th Edition By Sanjeev Bordoloi Chapter 1 - 16

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TABLE OF CONTENTS

PART ONE Understanding Services

• The Service Economy
• Service Strategy

PART TWO Designing the Service Enterprise

• New Service Development
• The Service Encounter
• Supporting Facility and Process Flows
• Service Quality
• Process Improvement

Supplement: Data Envelopment Analysis (DEA)

• Service Facility Location

PART THREE Managing Service Operations

• Service Supply Relationships

10 Globalization of Services 11 Managing Capacity and Demand 12 Managing Waiting Lines 13 Capacity Planning and Queuing Models

Supplement: Computer Simulation

PART FOUR Quantitative Models for Service Management 14 Forecasting Demand for Services 15 Managing Service Inventory 16 Managing Service Projects

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Chapter 1 The Service Economy Answers are the at end of Each Chapter

Student name:

1) The service package consists of five features. Which one of the features listed below is not included in the package?1)

• explicit services
• supporting facility
• information
• cost of service

Question Details

Bloom's : Remember

AACSB : Communication

Difficulty : 1 Easy

Learning Objective : 01-07 Describe a service using the five dimensions of the service package.

Topic : The Service Package

Accessibility : Keyboard Navigation

Accessibility : Screen Reader Compatible

2) The major input into a large public hospital from a service point of view would be blank.

2) 3 / 4

• physicians' services
• patients
• nursing services
• federal reimbursement (Medicare/Medicaid)

Question Details

Bloom's : Remember

AACSB :

Communication

Difficulty : 1 Easy

Learning Objective : 01-07 Describe a service using the five dimensions of the service package.

Topic : The Service Package

Accessibility : Keyboard Navigation

Accessibility : Screen Reader

Compatible

3) Which of the following isnot true of services?

3)

• The customer is the input.
• The customer takes an active part in the service.
• A service can be inventoried.
• Production and consumption occur simultaneously.

Question Details

AACSB :

Communication

Bloom's : Understand

Difficulty : 2 Medium

Learning Objective : 01-05 Explain the essential features of the service-dominant logic.

Topic : Service-Dominant Logic

Accessibility : Keyboard Navigation

4) Which of the following isnot a type of service in the non-ownership classification?

4)

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