WorksheetsService Management Worksheet (Translated)
Total questions: 90
Worksheet time: 45mins
Banking services belong to which type of service?
Personal care
Professional services
Services within organizations
Service shops
Insurance services belong to which type of service?
Personal care
Professional services
Services within organizations
Service shops
Accounting services belong to which type of service?
Personal care
Professional services
Services within organizations
Service shops
Security services belong to which type of service?
Personal care
Professional services
Services within organizations
Service shops
Types of service exchange include:
Renting cars, houses, halls, etc.
Interpreting, providing information
V
V
According to Fitzsimmons (2016), into how many components is the service package divided?
3
4
5
6
According to Fitzsimmons (2016), supporting 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 external and intrinsic attributes of services
According to Fitzsimmons (2016), implicit 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 external and intrinsic attributes of services
According to Fitzsimmons (2016), implicit 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 external and intrinsic attributes of services
According to Fitzsimmons (2016), give an example of supporting goods in the Diamond Palace wedding restaurant:
Golf courses, tennis courts, etc.
Sound equipment, lighting systems
Spa rooms, fitness rooms
Children’s play area, at-table ordering systems
According to Fitzsimmons (2016), give an example of facilities in the Ibis hotel:
Golf courses, tennis courts, etc.
Sound equipment, lighting systems
Spa rooms, fitness rooms
Children’s play area, at-table ordering systems
According to Fitzsimmons (2016), give an example of supporting facilities in the Vinpearl Quy Nhon resort:
Golf courses, tennis courts, etc.
Conference rooms, restaurants
Spa rooms, fitness rooms
All of the above
According to Fitzsimmons (2016), the legal documents of departments in tourism enterprises such as restaurants, hotels, and travel agencies are:
Technical facilities
Supporting goods
Core services
Implicit services
According to Fitzsimmons (2016), customers’ trust in a travel enterprise is:
Technical facilities
Supporting goods
Core services
Implicit services
Massage and spa services belong to which type of service?
Personal care
Professional services
Services within organizations
Service shops
Fire prevention and firefighting services belong to which type of service?
Personal care
Professional services
Services within organizations
In the Fitzsimmons (2016) service package, which element is a VIP dining room for groups that creates a cozy, private atmosphere at Nam Bo grilled village restaurant?
Implicit service
Core service
Supporting facilities
Facilitating goods
In the Fitzsimmons (2016) service package, which element are the parking lot and the bride’s changing room at the White Palace wedding restaurant?
Implicit service
Core service
Supporting facilities
Facilitating goods
In the Fitzsimmons (2016) service package, which element is the three-level, convenient car park at the Gem Center convention venue?
Implicit service
Core service
Supporting facilities
Facilitating goods
Integrated service management does NOT include which element?
Service product
Process
Government policy
Physical evidence
Which example shows the influence of government policy on the tourism service market?
Increase in brand franchising
Privatization
Increase in demand for experiences
Outsourcing
Which example shows the influence of globalization on the tourism service market?
Increase in brand franchising
Privatization
Increase in demand for experiences
International competitors contesting the domestic market
In the Fitzsimmons (2016) service package, which element are the serenity and fresh air at Vedana Lagoon Resort & Spa?
Implicit service
Core service
Supporting facilities
Facilitating goods
Which example shows the influence of business trends on the tourism service market?
Increase in brand franchising
Privatization
Increase in demand for experiences
Outsourcing
Integrated service management consists of how many elements?
4
6
8
10
Choose the incorrect statement.
Service quality is defined by customers.
Quality is inherently subjective.
Quality is inherently objective.
Service quality depends greatly on peripheral factors such as environment, vehicles, and equipment.
Which statement is incorrect regarding current trends in service business?
Increase in equity ownership
More strategic alliances and outsourcing
Decrease in franchising
Focus on efficiency and cost savings
The factors that affect the service market include which of the following?
Business trends, globalization, IT advances, social changes
Government policy, business trends, IT advances, social changes, globalization
True
Social changes, globalization, business trends, IT advances
Which airport is known for increasing the realization of commitments to environmental protection as a distinctive policy?
Changi International Airport, Singapore
Frankfurt International Airport, Germany
Dubai International Airport, United Arab Emirates
Heathrow Airport, London
Which is a characteristic of service products?
Tangible
Easy to patent
Distribution constrained by geography
Which is a characteristic of manufactured products?
Easy to protect with patents
Demand is hard to forecast
Cannot be inventoried
Service quality is hard to evaluate
Select the correct statement about goods and services:
Service quality is easier to evaluate than goods
Manufactured goods are harder to forecast than services
Manufactured goods can be inventoried
Services are easy to patent
What is the main factor that leads firms to outsource services?
The firm already has very strong competitive capabilities
Firms want to cut costs even if efficiency falls
Focusing on specialization to improve competitiveness
All of the above
According to Fitzsimmons (2016), bathrobes, towels, and in-room slippers in a Novotel hotel are an example of which component of the service package?
Implicit service
Core service
Supporting facility
Facilitating goods
According to Fitzsimmons (2016), which components make up a complete service package?
Core service/Supporting facility/Facilitating goods
Implicit service/Core service/Facilitating goods
Implicit service/Supporting facility/Core service
Supporting facility/Implicit service/Core service/Facilitating goods
The Michelin Guide—an authoritative series of restaurant and hotel guides in some cities and countries—was first published by which organization?
A French tire company
A French restaurant
An Italian tire company
An American hotel
Into how many main star levels is the Michelin Guide’s rating system divided?
3
4
5
6
According to Fitzsimmons (2016), child seats and plastic bowls and spoons for children at Seoul Garden buffet are an example of which component of the service package?
Implicit service
Core service
Supporting facility
Facilitating goods
According to Fitzsimmons (2016), children’s play areas and slides at a KFC restaurant are an example of which component of the service package?
Implicit service
Core service
Supporting facility
Facilitating goods
When designing a service product package, what should be noted?
Provide additional value to customers
Services grouped in one package must all be highly attractive and easy to sell
The more items included in a package, the easier it is to sell
All of the above
When designing a service product package, what should be noted?
Increase customers’ transaction costs while reducing the firm’s transaction costs
Services grouped in one package should complement and support each other
The more items included in a package, the easier it is to sell
All of the above
When designing a service product package, what should be noted?
Services grouped in one package must all be attractive and easy to sell
Reduce transaction costs for both customers and the firm
The more items included in a package, the easier it is to sell
All of the above
How is a 1‑star Michelin rating defined?
A very good restaurant compared with its peers
A restaurant with excellent cooking and very good service
A restaurant with distinctive cuisine at the pinnacle of gastronomy
A restaurant worth a special journey
How is a 2‑star Michelin rating defined?
A very good restaurant compared with its peers
A restaurant with excellent cooking and very good service
A restaurant with distinctive cuisine at the pinnacle of gastronomy
A restaurant worth a special journey
How is a 3‑star Michelin rating defined?
A restaurant with excellent cooking and very good service
A restaurant with distinctive cuisine at the pinnacle of gastronomy
A restaurant worth a special journey
Both B and C
Fill in the blank: “… relates to the way in which input factors are used to obtain output products/services.”
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 outcomes?
Cultural factors
Labor capacity
Utilization
Rewards
What is long-term service capacity planning?
Decisions to establish capacity plans often related to investments mainly in facilities and equipment
Adjusting demand so as not to have to adjust capacity
Decisions in capacity planning related to balancing supply capacity and resource demand
All of the above
What is medium-term service capacity planning?
Decisions to establish capacity plans often related to investments mainly in facilities and equipment
Decisions made when many external environmental factors are already known
Decisions in capacity planning related to balancing supply capacity and resource demand
All of the above
PEST analysis is the abbreviation of which English words below?
Political, Economic, Social, Technical
Political, Economic, Service, Technology
Psychology, Economic, Service, Technical
Psychology, Economic, Social, Technology
What is the definition of Capacity?
A quantity measuring the effectiveness of resource use of 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 standard quality
A quantity measuring the maximum effectiveness achievable under ideal conditions
The amount of effective output that can be used from a particular device
What is the definition of Effective Capacity?
The maximum capacity a company can expect to supply products/services using scheduling methods with a given standard quality
The maximum capacity achievable under ideal conditions
The capacity amount that can be used from a particular device
A quantity measuring the effectiveness of resource use (or production/supply factors) of 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 standard quality
A quantity measuring the effectiveness of resource use (or supply factors) of a nation, an industry, or a business unit
The capacity amount that can be used from a particular device
What is the definition of Estimated Capacity?
A quantity measuring the effectiveness of resource use (or supply factors) of a nation, an industry, or a business unit
The maximum capacity achievable under ideal conditions
The capacity amount that can be used from a particular device
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 of the formula below: ?= Input
Power
Effective capacity
Estimated capacity
Design capacity
Fill in the question mark of the formula below: Expected capacity ?= Design capacity
Power
Effective capacity
Estimated capacity
Efficiency
Fill in the question mark of the formula below: Actual output ?= Effective capacity
Power
Estimated capacity
Efficiency
Design capacity
Vvvv
Power
Effective capacity
Estimated capacity
Performance
The objective of measuring productivity is:
To get more output from a given amount of input, or to have the same output with more input
To get more output from a given amount of input, or to have the same output with less input
To have the same output from a given amount of input, or to have the same output with less input
All answers are wrong
Choose the formula below to measure partial productivity:
Output/Input
Output/(Labor + Capital + Materials)
Output/Input
Products/services to be supplied // All resources used
Choose the formula below to measure multi-factor 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
Products/services to be supplied // All resources used
Which management strategy below helps a hotel manage service supply?
Differential pricing (for example: discounting room rates on early-week days)
Supplementary services (for example: lobby internet)
Adding an online pre-check-in reservation system
Hiring part-time staff to serve during peak periods
Which management strategy below helps a restaurant business manage service demand?
Hiring additional part-time service staff during peak periods
Increasing customer participation (for example: self-serve free water)
Investing in facilities for future expansion
Differential pricing (for example: 30% discounts on low-revenue days)
The first stage in the roadmap for applying information technology in a business is:
Infrastructure investment
Initial stage
Isolated operations
E-commerce
The second stage in the roadmap for applying information technology in a business is:
Initial stage
Isolated operations
Strategic deployment
E-commerce
The third stage in the roadmap for applying information technology in a business is:
Infrastructure investment
Isolated operations
Strategic deployment
E-commerce
The fourth stage in the roadmap for applying information technology in a business is:
Infrastructure investment
Strategic deployment
E-commerce
Initial stage
The fifth stage in the roadmap for applying information technology in a business is:
Infrastructure investment
E-commerce
Strategic deployment
Initial stage
When planning long-term service capacity, what should businesses pay attention to?
Only make decisions after analyzing competitors
Only make decisions after analyzing the market
Make decisions after analyzing a wide range of external economic environmental factors
All are incorrect
Choose the correct statement:
Service capacity is highly fixed while service demand is a quantity with high variability
Service demand is highly fixed while service capacity is a quantity with high variability
Both service demand and capacity are quantities with high variability
Both service demand and capacity are quantities with high fixity
Choose the most accurate statement about hotel revenue management:
It is selling rooms at the highest possible price at all times
It is selling rooms at the best possible price only during suitable periods
It is forecasting customer demand to serve peak-season needs and avoid profit loss in low season
It is forecasting demand for both peak and low periods and selling rooms at the best price at appropriate times
Choose one solution that allows a business to change demand without adjusting resources:
Encourage customers to participate actively in the supply process
Rent facilities from other service companies
Extend opening hours
Use pricing to motivate customers to consume products during off-peak times
Choose one solution that allows a business to adjust capacity to meet demand:
Use pricing to motivate customers to consume products during off-peak times
Motivate customers to actively participate in the supply process
Introduce customers to use mobile or online services
Share service information with customers through multiple media channels
Choose the correct example illustrating a fixed-capacity level:
Number of seats on an airplane
Number of seats in the airport waiting room
Number of staff at the check-in counter
Number of passengers in the customs queue
Choose the correct example illustrating 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 the information technology application roadmap, a business will:
Equip computers and set up LAN and WAN networks
Deploy basic applications such as word processing, email systems, and calendars
Use financial, accounting, sales management, and HR management programs
Adopt management models such as ERP, SCM, and CRM
In the Strategic deployment step of the information technology application roadmap, a business will:
Equip computers and set up LAN and WAN networks
Deploy basic applications such as word processing, email systems, and calendars
Use financial, accounting, sales management, and HR management programs
Adopt management models such as ERP, SCM, and CRM
In the Standalone operations step of the information technology application roadmap, a business will:
Equip computers and set up LAN and WAN networks
Deploy basic applications such as word processing, email systems, and calendars
Use financial, accounting, sales management, and HR management programs
Adopt management models such as ERP, SCM, and CRM
In the Infrastructure investment step of the information technology application roadmap, a business will:
Equip computers and set up LAN and WAN networks
Deploy basic applications such as word processing, email systems, and calendars
Use financial, accounting, sales management, and HR management programs
Adopt management models such as ERP, SCM, and CRM
Within the information technology application roadmap, which stage precedes the Initial stage?
Infrastructure investment
Standalone operations
Strategic deployment
E-commerce
Within the information technology application roadmap, which stage precedes Standalone operations?
Infrastructure investment
Strategic deployment
E-commerce
Initial stage
Within the information technology application roadmap, which stage precedes Strategic deployment?
Infrastructure investment
E-commerce
Initial stage
Standalone operations
Choose the correct example illustrating a fixed-capacity level:
Number of seats in a restaurant
Raw materials stored in a warehouse
Number of service staff in a restaurant
All answers are correct
When capacity reaches its maximum value, what should a business do?
Offer substitute services
Adjust the service bundle (e.g., shorten service time)
Cannot provide more services due to increased demand
Both A and B
ERP links functional units into a single system. Which statement is correct?
Units use a shared database
Each unit uses its own separate database
Units use a shared database that is updated in real time
Each unit uses a separate database that is updated in real time
