运营管理习题.docxVIP

PAGE PAGE 7 密 2009-2010-2学期 第 PAGE 1 页 共 NUMPAGES 2 页 运营管理Ⅱ PartⅠ. True (T) or False (F) 1. Services cannot be stored. Once a service has been produced, it has to be consumed, otherwise it is of no use.( t ) 2. When defining the service concept, it is not necessary to keep consistency between the front- and back-office elements of the service system. ( f ) 3. The actions of frontline contact employees that occur as part of a face-to-face encounter are depicted as backstage contact employee actions. ( f ) 4. Critical moments between the customer and the organization that determine customer satisfaction .( t ) 5. The lower the degree of personal control, the less tolerance there is for waiting. ( t ) 6. The objective of MRP is to eliminate waste.( f ) 7. All non-value-added activities have one thing in common: they all lead to inventories. ( f ) 8. More and more manufacturing firms subcontract the manufacturing component and also donot concentrate on the service activities downstream and upstream. ( f ) Gravity models are based on the premise that the probability that a given customer will shop in a particular center becomes larger as the size of the store or shopping center grows and the distance or travel time to the store or center increases. ( f ) A yellow line in the front section of a bus makes it very clear that interaction between the driver and the passenger should be strictly limited to functional conversation. ( t ) 11.The transportation belongs to producer sevices ( t ) 12 .A service concept is the mental picture that is held by customers,employees and shareholders about the service provided by the organization ( t ) 13. The focus in manufacturing companies has been on making a good quality product. at the first stage.( f ) 14. A classical form of customer service is after-sales service. ( t ) 15. Unoccupied time feels longer than occupied time. ( t ) 16.unExplained waits are less tolerable than explained waits. ( f ) 17. “Customer ac