We know about four basic scenarios that can result from different combination of capacity and demand. Which one implies "No one is being turned away but quality of service may still suffer"? *

Excess capacity

Demand exceeds optimum capacity

Demand and supply are balanced

Excess demand

Which of the following is not a right strategy undertaken by firms under the guidelines of "Service Recovery Strategies"? *

Display understanding and accountability

Respond at your convenience

Cultivate relationships with customers

Treat customers fairly

FedEx and UPS face heavy demand during Christmas holidays. Sometimes they are short of delivery trucks and sometimes lack of employees because all of them are operating at peak capacity. This example includes which constraints of capacity? *

Facility and Labor

Time and Equipment

Labor and Equipment

Time and Labor

*Airlines are limited by the number of seats" is an example of which Capacity

Constraint? *

Facilities

Equipment

Time

Labor

Research has found that customers who are satisfied with a firm's recovery efforts talk to an average of --- people, whereas those customers who are dissatisfied with the response talk to an average of --- people. *

8 and 18.5

9 and 19.5

8 and 19.5

9 and 18.5

which of the following statement is not true? *

Personal relevance of the failure can influence people to complain Some people complain because they believe that they will get compensation for

Tanure

Customers are more likely to complain about frequently purchased services Some people see complaining as a waste of time

We know about four basic scenarios that can result from different combination of capacity and demand. Which one implies "Customers may be disappointed or may worry that they have chosen a low quality service provider"? *

Excess demand

Demand exceeds optimum capacity

Demand and supply are balanced

Excess capacity

When can a service provider chart the demand pattern according to variation made by daily, weekly, monthly, and yearly? *

Random demand fluctuations

Predictable cycles

Demand pattern by market segment

All of them

Some Banks keep their main branches open at Gulshan or Motiheel areas for 2-3 hours on Saturday to support individual corporate customers. This strategy is known as ----- under "Shifting Demand" when firm needs to reduce demand during peak times. *

Offer incentives for nonpeak usage

Communicate with customers

Modify timing and location of service delivery

Set priorities

Usually customers are more likely to complain about --- services. *

Inexpensive

Easily understood

Frequently purchased

High risk

IUB usually does all the repairing of equipment (AC, Projectors) during semest break. This is an example of --------- strategy under "Adjust use of resources" when demand is too low. *

Schedule downtime during low period

Schedule vacations strategically

Modify or move facilities

Perform maintenance & renovations

Which of the following service organizations will experience wide fluctuations in demand?? *

Laundry and Banking

restaurants and Laundry

Transportations and Hospitals

Insurance and Banking

Customers want easy access to the complaint process, and they want things handled quickly, preferably by the first person they contact. This idea comes under which Fairness under "Treat Customers Fairly?" *

Interactional fairness

Outcome fairness

Procedural fairness

All of them

In which component of Service Blueprint, internal services, steps and interactions that takes place to help the contact employees in delivering the service? *

Support Process

Onstage employee actions

Physical evidence

Backstage employee actions

Which type of complainers is considered to be the "best friends" for a company?

Passives

Irates

Voicers

Activists

Some organizations such as ---- may face different demand patterns from different market segments. *

Banks

University

Airlines

laundry

---------- will complain to the provider, will tell others and will complain to third parties.

Voicers

Passives

Activists

Irates

The underlying issue is inventory when it comes to Managing Demand and Capacity. This inventory problem is the result of two Service Characteristics.

Those are:*

Perishability & Simultaneous production and consumption

Perishability & Variability

Intangibility & Perishability

Simultaneous production & Consumption and Variability

"Jamuna Future Theme Park" usually faces a heavy customer flow on the weekends. But due to bad weather people couldn't show up and management had to stop all the rides. Instead management faced a heavy customer flow on the weekdays. This is an example of what kind of Demand Patterns? *

The charting of demand patterns

Demand pattern by market segment

Random demand fluctuations

Predictable cycles

A customer tasted a really bad food at a fine restaurant. The service from the waiters was not up to the mark as well. He did not complain about it to the restaurant manager immediately but he told his friends about it later. He is performing what Types of Customer Complaint Actions? *

Later via phone or internet

Negative word-of-mouth

Third parties

On the spot

The ---------- separates customer-contact employee activities from those of other service support activities and people.

Line of visibility

Line of interaction

Line of internal interaction

Line of Payment

Research suggests that only

------- of customers who experience a problem

with service delivery actually complain to the employees serving them and only -

--- complain to the management or the company headquarter. *

45% and 1-5%

45% and 5-10%

55% and 1-5%

55% and 5-10%