State whether each of the following statements is true or false, or whether the answer depends on other factors (which you should identify):

i. Airlines fall under the category of “high labor/low customization.”

ii. Value of self-service is included in the GDP.

iii. Financing is an example of value-added service.

iv. Public universities are examples of services with “high degree of customer interaction and high degree of labor intensity.”

v. An empty hotel room illustrates the characteristic of “Perishability” of a service.
vi. Legal services fall under “high labor/low customization.”
vii. Fast-food restaurants can reduce cost by increasing more selfservice operations.
viii. Grocery stores represent services with one of the highest proportion of goods.
ix. Under the five dimensions of service quality, the willingness to help customers and provide prompt service is called “empathy.”
x. According to SERVQUAL, “reliability” is the most important service quality.