1.
When customers are made to wait for
a service, organizations can benefit from higher capacity utilization and
reduced operating costs.
True

False

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2.
A small commuter airline operates a
6-passenger airplane. The airline management has applied an overbooking
analysis to determine how many reservations they should take for their morning
flight. The result of the analysis is shown on the table below. How many seats
should they overbook?

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0 seats

1 seat

2 seats

3 seats

3.
An organization that increases its
customer service orientation is likely to experience _______ customer
satisfaction and _______ employee satisfaction.

higher; higher

higher; lower

stable; higher

stable; lower

4.
Advantages of the TAKE A NUMBER
queuing configuration include minimization of the cutting problem, and
minimization of jockeying
True

False

5.
In a service encounter triad, which
of the following organizations is most likely to dominate the triad?

a national retail chain

a hair salon

a small, family run restaurant

a law firm

6.
A small convenience store normally
has one employee attending to the cash register. The average customer arrival
rate is 90 customers per hour. The cashier, when fully busy, can serve 50
customers per hour. If the store could provide two cashiers at the counter with
two cash registers, the average wait time for customers before they can start
being served by a cashier is expected to be ______

less than a minute

about 2 minutes

about 4 minutes

about 5 minutes

7.
In the long run, if demand exceeds
capacity, servers will be used to their full capacity, leading them to be more
efficient and friendly
True

False

8. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. Management wants to estimate the average
time spent by customers from the time that they walk up to the cash register
until the time that they are finished with the cashier. Using a queuing model,
you can estimate this time to be ________

about 2 minutes

about 4 minutes

about 8 minutes

about 10 minutes

9. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what did they assume was the cost of flying with
an empty seat?
.jpg”>

0 dollars

40 dollars

80 dollars

100 dollars

10. Which method of queue analysis
is the most appropriate for a system that is in a transient state?

M/M/c

computer simulation

M/G/1

M/D/1

11. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what did they assume was the cost of turning away
a passenger?
.jpg”>
.gif” alt=” 132.2.png”>

60 dollars

90 dollars

120 dollars

180 dollars

12. At Cain’s Family Restaurant,
Mrs. Cain provides a warm greeting to customers as they arrive. This action
helps Cain’s to win ________ customers.

economizing

personalizing

convenience

ethical

13. __________ controls are
effective in instilling ethical behavior in employees.

Formal

Informal

Both formal and informal

Neither formal nor informal

14. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. If more than two customers are standing at
the register (including the customer being served), management has observed
that other customers sometimes become upset and leave the store. What
percentage of the time will this problem will occur?

about 20%

about 30%

about 40%

about 50%

15. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what was the decision variable?
.jpg”>

The number of reservations to
accept

The number of no-shows

The cost of flying with an empty
seat

The cost of turning away a
passenger

16. Which of the following
represents one of Maister’s “Laws of Service”?

Customer satisfaction occurs when
a customer’s expectations exceed her perceptions

First impressions can influence
the rest of the service experience

Each class of customer will place
different demands on the system

The mean and standard deviation of
a Poisson distribution must be equal

17. The primary metric in scheduling
part-time bank tellers is shift-hours.
True
False

18. A reservation system can be used
to book tables for customers on weekend nights at a restaurant in an effort to
reduce which form of customer induced variability?

capability

request

effort

arrival

19. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. What percentage of the time will the cashier
be busy in serving customers?

about 40%

about 60%

about 80%

nearly 100%

1.
When customers are made to wait for
a service, organizations can benefit from higher capacity utilization and
reduced operating costs.True
False
.gif” alt=” 134.2.png”>2.
A small commuter airline operates a
6-passenger airplane. The airline management has applied an overbooking
analysis to determine how many reservations they should take for their morning
flight. The result of the analysis is shown on the table below. How many seats
should they overbook?.jpg”>0 seats1 seat2 seats3 seats
3. An organization that increases its
customer service orientation is likely to experience _______ customer
satisfaction and _______ employee satisfaction.higher; higherhigher; lowerstable; higherstable; lower4.
Advantages of the TAKE A NUMBER
queuing configuration include minimization of the cutting problem, and
minimization of jockeyingTrue
False
5.
In a service encounter triad, which
of the following organizations is most likely to dominate the triad?a national retail chaina hair salona small, family run restauranta law firm6.
A small convenience store normally
has one employee attending to the cash register. The average customer arrival
rate is 90 customers per hour. The cashier, when fully busy, can serve 50
customers per hour. If the store could provide two cashiers at the counter with
two cash registers, the average wait time for customers before they can start
being served by a cashier is expected to be ______less than a minuteabout 2 minutesabout 4 minutesabout 5 minutes7.
In the long run, if demand exceeds
capacity, servers will be used to their full capacity, leading them to be more
efficient and friendlyTrue
False
8. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. Management wants to estimate the average
time spent by customers from the time that they walk up to the cash register
until the time that they are finished with the cashier. Using a queuing model,
you can estimate this time to be ________about 2 minutesabout 4 minutesabout 8 minutesabout 10 minutes9. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what did they assume was the cost of flying with
an empty seat?.jpg”>

0 dollars40 dollars80 dollars100 dollars10. Which method of queue analysis
is the most appropriate for a system that is in a transient state?M/M/ccomputer simulationM/G/1M/D/111. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what did they assume was the cost of turning away
a passenger?.jpg”>
.gif” alt=” 132.2.png”> 60 dollars90 dollars120 dollars180 dollars12. At Cain’s Family Restaurant,
Mrs. Cain provides a warm greeting to customers as they arrive. This action
helps Cain’s to win ________ customers.economizingpersonalizingconvenienceethical13. __________ controls are
effective in instilling ethical behavior in employees.FormalInformalBoth formal and informalNeither formal nor informal14. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. If more than two customers are standing at
the register (including the customer being served), management has observed
that other customers sometimes become upset and leave the store. What
percentage of the time will this problem will occur?about 20%about 30%about 40%about 50%15. A small commuter airline
operates a 6-passenger airplane. The airline management has applied an
overbooking analysis to determine how many reservations they should take for
their morning flight. The result of the analysis is shown on the table below.
In conducting this analysis, what was the decision variable?.jpg”>

The number of reservations to
acceptThe number of no-showsThe cost of flying with an empty
seatThe cost of turning away a
passenger16. Which of the following
represents one of Maister’s “Laws of Service”?Customer satisfaction occurs when
a customer’s expectations exceed her perceptionsFirst impressions can influence
the rest of the service experienceEach class of customer will place
different demands on the systemThe mean and standard deviation of
a Poisson distribution must be equal17. The primary metric in scheduling
part-time bank tellers is shift-hours.True False
18. A reservation system can be used
to book tables for customers on weekend nights at a restaurant in an effort to
reduce which form of customer induced variability?capabilityrequesteffortarrival19. A small convenience store
normally has one employee attending to the cash register. The average time
between customer arrivals at the store is 5 minutes. The average service time
at the cash register is 3 minutes. What percentage of the time will the cashier
be busy in serving customers?about 40%about 60%about 80%nearly 100%