NEW
Font size
Worksheets(TA) PLDV
Total questions: 12
Worksheet time: 7mins
According to the classification based on the main resources used forservice delivery process (High-touch vs. High-tech), what is one important characteristic of services that rely mainly on equipment at critical moments (e.g., when customers need support, when a technical failure occurs, or when a new feature is released)?
Relying solely on automated systems
No need for human interaction
The human factor becomes crucial and highly emphasized
Completely dependent on physical resources
According to the classification by main resources used for the service delivery process (High-touch vs. High-tech), which of the following is an example of a service that relies mainly on equipment?
Personal training sessions
Internet shopping
Face-to-face consulting
House-cleaning services
Which of the following statements is correct regarding the classification of services by main resources used for the service delivery process?
High-touch services do not use any form of technology-based systems.
High-touch services also include tangible resources and technology-based systems that are managed and integrated into the service process.
High-tech services are always superior to High-touch services and are more widely used by businesses today.
In the Service Process Matrix (classification of services by the service delivery process), which dimension measures the ratio of labor cost to capital cost?
Degree of customer interaction
Degree of customization and customer interaction
Degree of labor intensity
Degree of technological advancement
In the Service Process Matrix (classification of services by the service delivery process), which of the following is categorized as a Service Factory?
Hospital
School
Airline transportation services
Legal assistance services
In the Service Process Matrix (classification of services by the service delivery process), which type of service involves high capital investment and a high degree of customer interaction, allowing for greater customization of the service?
Mass Service
Professional Service
Service Factory
Service Shop
According to the classification by the service delivery process (Service Process Matrix), what is the main challenge for managers of services with high labor intensity?
Monitoring technological advances
Scheduling equipment utilization according to variations in customer demand
Focusing on personnel issues
Marketing the service
According to the classification by the service delivery process (Service Process Matrix), which type of service involves customers receiving relatively undifferentiated services in a labor-intensive environment?
Service Factory
Service Shop
Mass Service
Professional Service
According to the classification by the nature of the service act, which of the following is an example of a tangible action directed at people’s bodies?
Security service at a clothing store
Haircutting
Investment banking
Insurance
According to the classification by the nature of the service act, a service may sometimes fall into two or more categories.
True
False
According to the classification by the nature of the service act, which of the following involves an intangible action directed at intangible assets?
Airline transportation
Lawn mowing
Legal consulting
Cosmetic surgery
The classification by the nature of the service act does not address which of the following questions?
Does the customer need to be physically present?
Is the presence of equipment required?
Does the customer need to be mentally present?
What is modified as a result of the service act?
