Services Markting - Chapter 7

If queues are unavoidable, managers should consider all of the following EXCEPT:

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

William Janes observed ______ results from passengers being attentive to the passage of ______ itself.

The occurrence of waiting lines, both physical and virtual, is becoming a major problem for both consumers and providers. Which of the following is the most appropriate definition of the cause of this problem?

A company with excess capacity that wants to increase demand should engage in which of the following strategies?

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

Which of the following would NOT be a cause of cyclical variations in demand?

When dealing with the capacity challenge, the goal is to use resources such as staff and facilities as _________ as possible, not as _______ as possible.

The two measures of capacity which can be used to ensure that capacity is fully used consist of a number of individual components. Which of the following is NOT one of them?

All of the following actions can help managers adjust or tailor their production capacity to match fluctuating levels of demand EXCEPT:

A call centre has a system where calls go into a queue and are answered in the order in which they arrived. This is an example of: