Service management

The mismatch between customer`s perceprions and actions of sevice providers relates to the service characteristic that is called

• Variability

• Perishability

• Lack of ownership

• Inseperability

A theatrical production, a concert, a cruise ship vacation are services produced for and experienced by a group of people relates to the service characteristic that is called

• Perishability

• Variability

• Inseparability

• Intangibility

A society in which the economic emphasis is on providing services and information is called

• Pre-industrial society

• Industrial society

• Post-industrial society

Working with muscle power and tradition, the labor force is engaged in agriculture, mining, and fishing. This descrpiprion relates to

• Industrial society

• Pre-industrial society

• Post-industrial society

• None above

Intangible product involving a deed, performance, or effort that cannot be physically possessed

• Service

• Intangibility difference

• Credence qualities

Services are produced and consumed at the same time
Example: haircut; you have to be there to get a haircut

• Intangibility difference

• Perishability

• Perishability service example

• Inseparability of production and consumption

What is the primary motive for the surge of interest in service management starting in the 1980s?

• The invention of the internet

• Government mandates for service quality

• The realization that service quality was not competitive and that services were no longer the least important economic sector

• A sudden decrease in manufacturing jobs

What is the dominant characteristic of economic activity in a post-industrial society?

• Agriculture and extraction

• Goods production

• Service production

• Barter and trade

The key to understanding the difference between goods and services lies in the concept of:

• Their price

• A continuum from pure goods to pure services

• Government regulation

• Their target market

What critical role do infrastructure services like transportation and communications play in an economy?

• They are the primary source of tax revenue

• They are essential links among all sectors of the economy and the final consumer

• They are only important for manufacturing firms

• They are considered pure goods