What service is associated with a high degree of customization and labor?

we discuss above In addition Scotchmen also includes the degree of labor intensity required to deliver the service From these two factors he develops a service process matrix as shown in Exhibit Within this matrix  Schmenner defines four broad categories of service

2.       The fact that the role of the service manager is viewed from an open-system perspective implies that the environment can be ignored safely in dealing with service systems. (F)

3.       The consumer participates in the service process, which is not the case in manufacturing. (T)

4.       The classification of service systems using the "service process matrix" is based on two considerations: degree of labor intensity, and the degree of service customization. (T)

5.       From an open-systems view, the output of a service system consists of satisfied customers. (T)

6.       The main difficulty with services is that the product is intangible, and in many cases it is not even identifiable as any one particular aspect of the service package. (T)

7.       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. (F)

8.       In contrast to manufacturing, the aesthetics of the environment play a major role in the customer's perception of the service.  (T)

9.       The fact that services can be inventoried is an important characteristic, which distinguishes them from manufacturing. (F)

10.   Reduction of the role played by the consumer is an effective way of improving productivity and decreasing the cost of the service. (F)

11.   Services are time-perishable.  An opportunity to provide a service, if forgone, is lost forever. (T)

12.   In one respect, manufacturing and services are alike, i.e., both can suffer from technological obsolescence. (T)

13.   The fact that services are labor intensive ensures that the service is fair and equal for all customers. (F)

14.   In the open systems concept of services, viewing the consumer as part of the resources used by the service is superfluous. (F)

15.   It is convenient and often necessary to combine the operations and marketing functions for service organizations. (T)

16.   Service managers must usually be concerned with improving process efficiency. (F)

17.   Little or no interaction between customer and service provider is required when the service is customized (F)

18.   Training of service personnel is a criterion for evaluating the explicit services feature of the service package. (T)

19.   In services, opportunities for quality control intervention are increased due to simultaneous production and consumption. (F)

20.   Marketing helps smooth demand to match capacity in service operations. (T)

Multiple Choice

1.  The service package consists of four features.  Which one of the four features listed below is not included in the package?

a.       Explicit services

b.       Supporting facility

c.       Implicit services

d.       Cost of service*

2.  The major input into a large public hospital from a service point of view would be:

a.       physicians' services.

b.       patients.*

c.       nursing services.

d.       federal reimbursement (Medicare/Medicaid).

3.  Which of the following is not true of services?

a.       The customer is the input.

b.       The customer takes an active part in the service.

c.       A service can be inventoried.*

d.       Production and consumption occur simultaneously.

4.  Which of the following is not a defining element of the service package?

a.       Supporting facility

b.       Competitive strength*

c.       Explicit services

d.       Facilitating goods

5.  The service process matrix classification consists of four categories of services.  Which one of the four features listed below is not included in this classification?

a.       Service factory

b.       Service shop

c.       Public service*

d.       Professional service

6.  Which service offering is best described by the following service mix: a high degree of customer interaction and a high degree of labor intensity?

a.       Public university

b.       Cruise ship

c.       Plumbing repair

d.       Chiropractor*

7.  Transactional analysis refers to:

a.       accounting entries.

b.       counting customers served.

c.       measuring change in customers from input to output.*

d.       measuring the activity of contact personnel.

8.  An empty airline seat or hotel room not occupied best illustrates the characteristic of a service's

a.       time perishability.*

b.       labor intensity.

c.       intangibility.

d.       simultaneous production and consumption.

9.  Which type of service falls under the category of "high labor/low customization?"

a.       Service factory

b.       Service shop

c.       Mass service*

d.       Professional service

10.   Which one of the following is not a classification scheme for strategic service insight?

a.       Nature of the service act

b.       Relationship with customers

c.       Method of service delivery

d.       Degree of interaction and customization*

11.  Which of the following is not a challenge for a manager of a high labor-intensive service?

a.       Scheduling service delivery.*

b.       Controlling services in far-flung locations.

c.       Methods development and control.

d.       Managing growth.

12.  A hospital is an example of a service processes that has

a.       high degree of labor intensity and low degree of customization.

b.       low degree of labor intensity and low degree of customization.

c.       high degree of labor intensity and high degree of customization.

d.       low degree of labor intensity and high degree of customization.*

13.  Capital decisions, technological advances, and managing demand are some managerial challenges for a

a.       service factory. *

b.       service shop.

c.       mass service.

d.       professional service.

14.  Which among the following strategies is used by fast-food restaurants to reduce costs?

a.       Increase advertising via the Internet.

b.       Allowing the customer to play an active part in the service process. *

c.       Iincrease prices.

d.       Increasing menu items to cater to varying tastes.

15. __________ and __________ are among many of the unique characteristics of services that are interrelated

What are the four 4 different types of service which was categorized in the service process matrix?

Which one of these can be classified as a service factory Schmenner's service classification matrix?

Which of the following are characteristics of a service process?

Which of the following is a similarity between process focus and mass customization?