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Save and Submit QUESTION 1 1. In a service encounter triad, which of the following organizations is most likely to dominate the triad? a national retail chain a hair salon a small, family run restaurant a law firm 0.4 points QUESTION 2 1. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what did they assume was the cost of turning away a passenger? 60 dollars 90 dollars 120 dollars 180 dollars 0.4 points QUESTION 3 1. A small convenience store normally has one employee attending to the cash register. The average customer arrival rate is 90 customers per hour. The cashier, when fully busy, can serve 60 customers per hour. If the store could provide two cashiers at the counter with two cash registers, the average wait time for customers before they can start being served by a cashier is expected to be ______ less than a minute about 1 minute about 2 minutes about 3 minutes 0.4 points QUESTION 4 1. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. How many seats should they overbook? 0 seats 1 seat 2 seats 3 seats 0.4 points QUESTION 5 1. A hair stylist can use a reservation system to set up appointments for clients in an effort to reduce which form of customer induced variability? request capability arrival effort 0.4 points QUESTION 6 1. At Cain's Family Restaurant, Mrs. Cain provides a warm greeting to customers as they arrive. This action helps Cain's to win ________ customers. economizing personalizing convenience ethical 0.4 points QUESTION 7 1. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 3 minutes. The average service time at the cash register is 2 minutes. If more than two customers are standing at the register (including the customer being served), management has observed that other customers sometimes become upset and leave the store. What percentage of the time will this problem will occur? about 20% about 30% about 40% about 50% 0.4 points QUESTION 8 1. Advantages of the TAKE A NUMBER queuing configuration include minimization of the cutting problem, and minimization of jockeying True False 0.4 points QUESTION 9 1. A service organization can achieve ________ customer satisfaction and ________ employee satisfaction by increasing its customer service orientation. stable; higher stable; lower higher; higher higher; lower 0.4 points QUESTION 10 1. For a queuing system to be feasible in the long run, the ___________ must exceed the __________. service rate; arrival rate arrival rate; service rate transient state; arrival rate service rate; transient state 0.4 points QUESTION 11 1. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 5 minutes. The average service time at the cash register is 3 minutes. Management wants to estimate the average time spent by customers from the time that they walk up to the cash register until the time that they are finished with the cashier. Using a queuing model, you can estimate this time to be ________ about 2 minutes about 4 minutes about 8 minutes about 10 minutes 0.4 points QUESTION 12 1. A small convenience store normally has one employee attending to the cash register. The average time between customer arrivals at the store is 5 minutes. The average service time at the cash register is 3 minutes. What percentage of the time will the cashier be busy in serving customers? about 40% about 60% about 80% nearly 100% 0.4 points QUESTION 13 1. Formal controls have been found to be useful for promoting ethical behavior in employees, but informal controls have not. True False 0.4 points QUESTION 14 1. In the long run, if demand exceeds capacity, servers will be used to their full capacity, leading them to be more efficient and friendly True False 0.4 points QUESTION 15 1. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what was the decision variable? The cost of flying with an empty seat The number of reservations to accept The number of no-shows The cost of turning away a passenger 0.4 points QUESTION 16 1. A bank manager who is scheduling part-time tellers would use teller-days as her primary metric. True False 0.4 points QUESTION 17 1. Which of the following represents one of Maister's "Laws of Service"? Customer satisfaction occurs when a customer's expectations exceed her perceptions First impressions can influence the rest of the service experience Each class of customer will place different demands on the system The mean and standard deviation of a Poisson distribution must be equal 0.4 points QUESTION 18 1. A small commuter airline operates a 6-passenger airplane. The airline management has applied an overbooking analysis to determine how many reservations they should take for their morning flight. The result of the analysis is shown on the table below. In conducting this analysis, what did they assume was the cost of flying with an empty seat? 60 dollars 90 dollars 120 dollars 180 dollars 0.4 points QUESTION 19 1. Organizations can gain all of the following benefits EXCEPT ________ when they make customers wait. higher capacity utilization reduced operating cost the service can begin during the waiting period increased customer satisfaction