21. A poka-yoke is any device or procedure that prevents mistakes. A. True B. False 22. A customer complaint should be treated as a gift. A. True B. False 23. Which of the following is not a role of inventory in service operations? A. To meet demand without delay B. To protect against stockouts C. To take advantage of economic lot size D. To hedge against price change E. None of the above is the answer 24. Which of the following can be used by service firms as a strategy for managing demand to match capacity and demand? A. Offering price incentives if customers use the service during low-demand time periods B. Developing complementary services C. Using appointment systems D. Using reservations systems and overbooking E. All of the above 25. In ABC analysis, inventory items are classified into three classes according to their usage quantities. A. True B. False 26. Reliability is a service quality dimension that is related with the ability to perform the promised service dependably and accurately. A. True B. False