Chapter 8 Multiple choice questions

Managing the Service Encounter
. The period of time the customer and the service provider interact is often referred to as ____________________?

. Which of these is not one of the four differences between customer processing operations and materials processing operations?

. Which of these is not one of the seven characteristics of a service encounter identified by Czepiel et al. (1985)?

. The organization of customers for processing through a series of service encounters is called a ____________________?

. Which of the following queuing systems appears the most fair to customers?

. Which of the following queuing systems appears the least fair to customers?

. Joining a queue and then almost immediately leaving it because the customer thinks it will take too long to disperse is called __________?

. Joining a queue and then leaving after some time before being served is called __________________?

. Which of the following is one of the usual responses in the psychology of waiting lines put forward by Maister (1985)?

. Which of these operations are customers often happy to queue for?

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