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https://testbankfan.com/download/service-management-operations-strategy-informati
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Answer: TRUE
Difficulty: 1 Easy
Topic: Facilitating Role of Services in an Economy
Learning Objective: 01-01 Describe the central role of services in an economy.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy to
another.
Answer: TRUE
Difficulty: 1 Easy
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
3) The fall in employment in the agricultural sector is the primary reason for the increase in service
sector employment.
Answer: FALSE
Difficulty: 2 Medium
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
4) The consumer participates in the service process, which is not the case in manufacturing.
Answer: TRUE
Difficulty: 2 Medium
Topic: Economic Evolution
Learning Objective: 01-02 Identify and differentiate the five stages of economic activity.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
1
Copyright © 2019 McGraw-Hill
Answer: TRUE
Difficulty: 1 Easy
Topic: Grouping Services by Delivery Process
Learning Objective: 01-08 Use the service process matrix to classify a service.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
6) From an open-systems view, the output of a service system consists of satisfied customers.
Answer: TRUE
Difficulty: 1 Easy
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
7) The service experience defined as escapism requires the most commitment from the customer.
Answer: TRUE
Difficulty: 2 Medium
Topic: The Experience Economy
Learning Objective: 01-04 Describe the features of the experience economy contrasting the
consumer (B2C) with the business (B2B) service experience.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
8) A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
Answer: FALSE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
2
Copyright © 2019 McGraw-Hill
9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
Answer: TRUE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
10) The fact that services can be inventoried is an important characteristic, which distinguishes
them from manufacturing.
Answer: FALSE
Difficulty: 2 Medium
Topic: Service-Dominant Logic
Learning Objective: 01-05 Explain the essential features of the service-dominant logic.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
11) Reduction of the role played by the consumer is an effective way of improving productivity
and decreasing the cost of the service.
Answer: FALSE
Difficulty: 2 Medium
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
Answer: TRUE
Difficulty: 2 Medium
Topic: Distinctive Characteristics of Service Operations
Learning Objective: 01-06 Identify and critique the six distinctive characteristics of a service
operation, and explain the implications for managers.
Bloom's: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
3
Copyright © 2019 McGraw-Hill
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of Germinal, 271;
of Prairial, 272;
of Vendémiaire, 281.
J.
K.
Kellermann, 255.
L.
Lacretelle, 264.
Lacroix, 237.
Lakanal, 216.
Lally-Tollendal, 100.
Laplanche, 231.
Lecarpentier, 216.
Linguet, 107.
Locke, 110
Loire, war on the, 205.
Louis XI, 5.
M.
Malmesbury, 277.
Manfredini, 42.
Maréchaussée, the, 8.
Maret, 108.
Masséna, 274.
Maury, 99.
Messidor, 228.
Milhaud, 274.
Moreau, 274.
Morelly, 36.
N.
Newton, 110.
Ney, 274.
Nivôse, 227.
P.
Paris, excitement and distress in, 26, 51, 58, 59, 60, 67, 68, 69,
133,
136, 171, 173;
influence of, on finance of Constituent Assembly, 89, 95;
clubs in, 105, 106, 144;
numbers of Jacobins in, 143;
government of, 145-147;
Prison Massacres in, 175-179;
agitation against Louis, 171, 173, 191;
the Girondists and, 193, 196-205;
under the Terror, 222-228, 242, 260;
Reaction in, 263, 264, 271, 272, 273, 279, 281.
Paris, Parlement of, 49, 50.
Payan, 256.
Pluviôse, 228.
Pombal, 42.
Prairial, 228.
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Q.
Quesnai, 36.
R.
Reynaud, 217.
Richard, 274.
Santerre, 172.
Sémonville, 126.
Sergent, 178.
Soult, 274.
Suvórof, 277.
T.
Talon, 126.
Thermidor, 228;
insurrection of, 259, 260.
Thibeaudeau, 263.
Thugut, 276.
Tronchet, 103.
V.
Vacheron, 231.
Vendémiaire, 227;
insurrection of, 281.
Ventôse, 228.
Victor, 274.
Volney, 107.
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Westermann, 237.
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