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WorksheetsWorksheet Questions Extraction
Total questions: 88
Worksheet time: 44mins
Banking services belong to which type of service below?
Personal care
Professional services
Services within organizations
Service shops
Insurance services belong to which type of service below?
Personal care
Professional services
Services within organizations
Service shops
Accounting services belong to which type of service below?
Personal care
Professional services
Services within organizations
Service shops
Security/guard services belong to which type of service below?
Personal care
Professional services
Services within organizations
Service shops
Service exchange forms include:
Renting cars, houses, halls, etc.
Interpreting, providing information
V
V
According to Fitzsimmons (2016), into how many components is a bundled service divided?
3
4
5
6
According to Fitzsimmons (2016), supportive facilities are defined as:
External attributes of the service
Essential or intrinsic attributes of services
Physical resources available to deliver good service to customers
A combination of both external and essential/intrinsic attributes of services
According to Fitzsimmons (2016), latent service is defined as:
External attributes of the service
Essential or intrinsic attributes of services
Physical resources available to deliver good service to customers
A combination of both external and essential/intrinsic attributes of services
According to Fitzsimmons (2016), latent service is defined in another sense as:
Psychological benefits that customers may perceive vaguely
Essential or intrinsic attributes of services
Physical resources available to deliver good service to customers
A combination of both external and essential/intrinsic attributes of services
According to Fitzsimmons (2016), give an example of supporting goods in the Diamond Palace wedding restaurant:
Golf course, tennis courts, etc.
Sound system, lighting system
Spa rooms, fitness rooms
Children’s play area, at-table ordering system
According to Fitzsimmons (2016), give an example of facilities in the Ibis hotel:
Golf course, tennis courts, etc.
Sound system, lighting system
Spa rooms, fitness rooms
Children’s play area, at-table ordering system
According to Fitzsimmons (2016), give an example of supportive facilities in the Vinpearl Quy Nhon resort:
Golf course, tennis courts, etc.
Conference rooms, restaurants
Spa rooms, fitness rooms
All are correct
According to Fitzsimmons (2016), the legal documents of departments in tourism enterprises such as restaurants, hotels, and travel agencies are considered:
Technical facilities
Supporting goods
Core service
Latent service
According to Fitzsimmons (2016), customers’ trust in a travel enterprise is:
Technical facilities
Supporting goods
Core service
Latent service
Massage and spa services belong to which type of service below?
Personal care
Professional services
Services within organizations
Service shops
Fire prevention and fighting services belong to which type of service below?
Personal care
Professional services
Services within organizations
Government services
A VIP dining room for groups of customers that creates a warm, private atmosphere at Nam Bo grilled village restaurant is which factor in the bundled service per Fitzsimmons (2016)?
Latent service
Core service
Supportive facilities
Supporting goods
Parking lots and a bridal changing room at the White Palace wedding restaurant are which factor in the bundled service per Fitzsimmons (2016)?
Latent service
Core service
Supportive facilities
Supporting goods
A three-story, convenient parking garage for customers at the Gem Center convention center is which factor in the bundled service per Fitzsimmons (2016)?
Latent service
Core service
Supportive facilities
Supporting goods
Integrated service management does NOT include which factor below?
Service product
Process
Government policy
Physical evidence
Which example shows the influence of government policy on the tourism service market?
Increase in franchising
Privatization
Increase in demand for experiences
Outsourcing services
Which example shows the influence of globalization on the tourism service market?
Increase in franchising
Privatization
Increase in demand for experiences
International competitors contesting the domestic market
At Vedana Lagoon Resort & Spa, tranquility and fresh air are which component of the service package?
Implicit services
Core service
Supporting facilities
Facilitating goods
Which example shows the influence of business trends on the tourism service market?
Increase in franchising
Privatization
Increase in demand for experiences
Outsourcing services
Integrated service management consists of how many elements?
4
6
8
10
Choose the incorrect statement:
Service quality is defined by the customer.
Quality is a subjective category.
Quality is an objective category.
Service quality depends on external factors such as environment, amenities, equipment.
Which statement is wrong regarding current trends in service business?
Increase in equity ownership
Growth of strategic alliances and outsourcing
Decrease in franchising
Focus on performance and cost savings
The factors that affect the service market include:
Business trends, globalization, advances in IT, social changes
Government policy, business trends, advances in IT, social changes and globalization
V
Social changes, globalization, business trends, advances in IT
Increasing the realization of environmental protection commitments is a distinctive policy of which airport?
Changi International Airport, Singapore
Frankfurt International Airport, Germany
Dubai International Airport, UAE
Heathrow Airport, London
Which is a characteristic of service products?
Tangible
Easy to patent
Distribution is limited by geography
Little customer contact during production
Which is a characteristic of manufactured goods?
Easy to patent
Demand is hard to forecast
Cannot be inventoried
Service quality is hard to evaluate
Choose the correct statement:
Service quality is easier to evaluate than manufactured goods.
Manufactured goods are harder to forecast demand for than services.
Manufactured goods can be stored in inventory.
Services can be patented.
The main factor driving companies to outsource services is:
High competitive capability of the company
Companies want to reduce costs even if effectiveness decreases
Focus on specialization to enhance competitiveness
All of the above
According to Fitzsimmons (2016), bathrobes, towels, and in-room slippers are examples of which component of the service package at a Novotel hotel?
Implicit services
Core service
Supporting facility
Facilitating goods
According to Fitzsimmons (2016), the service package includes which components?
Core service/Supporting facility/Facilitating goods
Implicit services/Core service/Facilitating goods
Implicit services/Supporting facility/Core service
Supporting facility/Implicit services/Core service/Facilitating goods
The Michelin Guide, trusted in various cities and countries worldwide, was first published by which organization?
A French tire company
A French restaurant
An Italian tire company
An American hotel
The Michelin Guide is a series of reputable guides to restaurants and hotels. Into how many main star levels is it divided?
3
4
5
6
According to Fitzsimmons (2016), child seats and plastic bowls and spoons for children are examples of which element of the service package at the Seoul Garden buffet restaurant?
Implicit service
Core service
Supporting facility
Facilitating goods
According to Fitzsimmons (2016), a play area and slides for children are examples of which element of the service package at a KFC fried chicken restaurant?
Implicit service
Core service
Supporting facility
Facilitating goods
When designing a service product bundle, what should be considered?
Provide additional value to customers
Ensure all services in the bundle are attractive and easy to sell
Include as many products as possible in one bundle to make it easier to sell
All of the above
When designing a service product bundle, what should be considered?
Increase customer transaction costs and reduce the business’s transaction costs
Ensure the services in the bundle support one another
Include as many products as possible in one bundle to make it easier to sell
All of the above
When designing a service product bundle, what should be considered?
Ensure the services in the bundle are attractive and easy to sell
Reduce transaction costs for both customers and the business
Include as many products as possible in one bundle to make it easier to sell
All of the above
How is a 1-star Michelin rating defined?
A very good restaurant for its category
A restaurant with excellent cooking quality and good service style
A restaurant with a distinctive culinary style at the pinnacle of cuisine
A restaurant worth a special journey
How is a 2-star Michelin rating defined?
A very good restaurant for its category
A restaurant with excellent cooking quality and good service style
A restaurant with a distinctive culinary style at the pinnacle of cuisine
A restaurant worth a special journey
How is a 3-star Michelin rating defined?
A restaurant with excellent cooking quality and good service style
A restaurant with a distinctive culinary style at the pinnacle of cuisine
A restaurant worth a special journey
Both B and C
Fill in the blank: "... relates to the way input factors are used to obtain product/service outputs."
Efficiency
Effectiveness
Utilization
Capacity
Fill in the blank: "... relates to the results of the process."
Efficiency
Effectiveness
Utilization
Capacity
Fill in the blank: "... relates to the percentage of time."
Efficiency
Effectiveness
Utilization
Capacity
Fill in the blank: "... is the ratio or relationship between output and input."
Efficiency
Effectiveness
Utilization
Capacity
According to Gummesson, which of the following factors affect service performance?
Cultural factors
Labor capacity
Utilization
Rewards
What is long-term service capacity planning?
Decisions to plan capacity that typically involve major investments in buildings and equipment
Adjusting demand to avoid changing capacity
Decisions in capacity planning that seek to balance the supply and demand of resources
All of the above
What is medium-term service capacity planning?
Decisions to plan capacity that typically involve major investments in buildings and equipment
Decisions made after clearly understanding a range of external business environment factors
Decisions in capacity planning that seek to balance the supply and demand of resources
All of the above
PEST analysis is an abbreviation of which English words?
Political, Economic, Social, Technical
Political, Economic, Service, Technology
Psychology, Economic, Service, Technical
Psychology, Economic, Social, Technology
What is the definition of capacity?
A measure of how effectively resources are used by a nation, an industry, or a business unit
The maximum capacity a company can expect to supply products/services using scheduling methods with a given quality standard
A measure of the maximum effectiveness achievable under ideal conditions
A measure of usable capacity of a particular piece of equipment
What is the definition of effective capacity?
The maximum capacity a company can expect to supply products/services using scheduling methods with a given quality standard
The maximum capacity achievable under ideal conditions
A measure of usable capacity of a particular piece of equipment
A measure of how effectively resources (or supply factors) are used by a nation, an industry, or a business unit
What is the definition of design capacity?
The maximum capacity achievable under ideal conditions
The maximum capacity a company can expect to supply products/services using scheduling methods with a given quality standard
A measure of how effectively resources are used by a nation, an industry, or a business unit
A measure of usable capacity of a particular piece of equipment
What is the definition of estimated capacity?
A measure of how effectively resources are used by a nation, an industry, or a business unit
The maximum capacity achievable under ideal conditions
A measure of usable capacity of a particular piece of equipment
V
Choose the correct statement below:
Estimated capacity is always less than or equal to design capacity
Estimated capacity is always greater than design capacity
Estimated capacity is always greater than or equal to design capacity
All answers are correct
Fill in the question mark in the formula below: Expected capacity / Design capacity = ?
Capacity
Effective capacity
Estimated capacity
Efficiency
Fill in the question mark in the formula below: Actual output / Effective capacity = ?
Capacity
Estimated capacity
Efficiency
Design capacity
The objective of measuring productivity is:
To obtain more output from a given amount of input, or to keep the same output with more input
To obtain more output from a given amount of input, or to keep the same output with less input
To keep the same output from a given amount of input, or to keep the same output with less input
All options are incorrect
Choose the formula below to measure partial productivity:
Output/Input (typo form: Output/Into)
Output/(Labor + Capital + Materials)
Output/Input
Product or service provided // All resources used
Choose the formula below to measure multifactor productivity:
Output/Capital
Output/(Labor + Capital + Materials)
Output/Input
Output/Labor
Choose the formula below to measure total-factor productivity:
Output/Capital
Output/(Labor + Capital + Materials)
Output/Labor
Product or service provided // All resources used
Which management strategy below helps a hotel manage service supply?
Differential pricing (e.g., discounting room rates early in the week)
Supplementary services (e.g., lobby internet)
Adding advance reservation or online check-in systems
Hiring part-time staff during peak periods
Which management strategy below helps a restaurant manage service demand?
Hiring part-time staff during peak periods
Increasing customer participation (e.g., self-serve water)
Investing in facilities for future expansion
The first stage in the enterprise information technology application roadmap is:
Infrastructure investment
Initial stage
Isolated operations
E-commerce
The second stage in the enterprise information technology application roadmap is:
Initial stage
Isolated operations
Strategic deployment
E-commerce
The third stage in the enterprise information technology application roadmap is:
Infrastructure investment
Isolated operations
Strategic deployment
E-commerce
The fourth stage in the enterprise information technology application roadmap is:
Infrastructure investment
Strategic deployment
E-commerce
Initial stage
The fifth stage in the enterprise information technology application roadmap is:
Infrastructure investment
E-commerce
When planning long-term service capacity, what should businesses consider?
Only make decisions after analyzing competitors
Only make decisions after analyzing the market
Only make decisions after analyzing a wide range of external business environment factors
All are wrong
Choose the correct statement among the following:
Service capacity is relatively fixed while service demand is highly variable
Service demand is relatively fixed while service capacity is highly variable
Both service demand and service capacity are highly variable
Both service demand and service capacity are relatively fixed
Choose the most accurate statement about hotel revenue management:
It is the effort to sell rooms at the highest possible price at all times
It is the effort to sell rooms at the best price only during suitable times
It relies on forecasting to serve peak-season needs and avoid profit decline in the low season
It forecasts customer demand in both peak and off-peak seasons and sells rooms at the best prices at appropriate times
Choose one solution that allows a business to shift demand without adjusting resources:
Encourage active customer participation in service delivery
Rent facilities from other service companies
Increase opening hours
Manage pricing to motivate customers to consume during off-peak times
Choose one of the following solutions for a business to adjust capacity to meet demand.
Manage pricing to motivate customers to consume products during off-peak times
Encourage active participation of customers in the delivery process
Introduce customers to using mobile or online services
Share service information with customers through various media channels
Choose the correct example that illustrates a fixed capacity level.
Number of seats on an airplane
Number of seats in the boarding lounge
Number of staff at the check-in counter
Number of customers lining up at the customs gate
Choose the correct example that illustrates a fixed capacity level.
Number of rooms available at a hotel
Number of seats in the hotel lobby waiting area
Number of service staff at the hotel
Number of guests staying at the hotel
In the Initial stage of an information technology application roadmap, what will a business carry out?
Equip computers and set up LAN/WAN networks
Deploy basic applications such as word processing, email systems, and calendars
Use finance, sales management, and human resources programs
Apply ERP, SCM, and CRM management models
In the Strategic deployment step of an information technology application roadmap, what will a business carry out?
Equip computers and set up LAN/WAN networks
Deploy basic applications such as word processing, email systems, and calendars
In the “Standalone operations” step of the information technology application roadmap, what will the business do?
Equip computers and set up a local area network (LAN) and a wide area network (WAN)
Deploy basic applications such as word processing, an email system, and a work calendar
Use finance–accounting, sales management, and human resources management programs
Apply enterprise management models such as ERP, SCM, and CRM
In the “Invest in infrastructure” step of the information technology application roadmap, what will the business do?
Equip computers and set up a local area network (LAN) and a wide area network (WAN)
Deploy basic applications such as word processing, an email system, and a work calendar
Use finance–accounting, sales management, and human resources management programs
Apply enterprise management models such as ERP, SCM, and CRM
In the information technology application roadmap, which stage comes immediately before the “Initial stage”?
Invest in infrastructure
Standalone operations
Strategic deployment
E-commerce
In the information technology application roadmap, which stage comes immediately before “Standalone operations”?
Invest in infrastructure
Strategic deployment
E-commerce
Initial stage
In the roadmap for applying information technology, before Strategic Deployment, which stage does the enterprise carry out?
Infrastructure investment
E-commerce
Initial stage
Isolated operations
Choose the correct example that illustrates a fixed capacity level.
Number of seats in a restaurant
Raw materials stored in a warehouse
Number of service staff at a restaurant
All of the answers are correct
When capacity reaches its maximum value, what will the enterprise do?
Offer substitute services
Adjust service capacity (e.g., shorten service time)
Be unable to provide additional services even if demand increases
Both A and B are correct
ERP, which links functional units, is a system in which:
Units use a common database
Each unit uses its own database
Units use a common database updated in real time
Each unit uses its own database updated in real time
