Service Operation Management

Assignment- A

1 .Discuss about nature and role of services in economy.    
Answer:
2 .Discuss the reasons of growth of service sector.
Answer:
3 .What do you think are the main reasons for including the element of ‘People’ in the marketing mix for services?
Answer:
Assignment - B

Please give your answer in at least 25 words and press save and continue button.
Describe forecasting demand for services. 
Answer:
Discuss Inventory Management for improved service delivery. 
Answer:
List the service attributes required by companies to improve their competitive capabilities by using service inventory.  
Answer:
Assignment – C
Question No.  1    
The .................. proposition is essentially the business proposition, but seen from both the business and the customer/user perspective.    
Options    
merchandising
service 
management function  
logistics function
Question No.  2    
................ is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues.    
Options    
DRM
CRM
MRM 
CPRM
Question No.  3    
The.................... Deals with issue of treatment of customers in sense reduce wait time and improvement of service.    
Options        
Inventory and distribution channels.
Displays
Warehouses 
queue management
Question No.  4    
Focusing on the ...................... provides a distinct and novel way to think about service management.    
Options        
Merchandising
Supply chain
Customer loyalty 
push-pull boundary
Question No.  5    
................ allows each additional item in service inventory to increase the variety of offerings exponentially.     
Options        
brand-name specialty retailer
Modularity
Investment 
Merchandise quality
Question No.  6    
.................... inventory also lowers costs by fulfilling the basic roles of inventory.    
Options        
Service
Merchandise
business intelligence software 
SKUs
Question No.  7    
................. is a significant factor in determining the kind of fixtures to be used by a retailer since it provides him with a unique selling proposition.    
Options        
Buying
push-pull boundary
Level of competition
Cataloguing
Question No.  8    
CRM applications also help firms manage ..................... more effectively across the stages of relationship initiation, maintenance, and termination.    
 
Options    
World
Economy
customer relationships
Environment    
Question No.  9    
 .......................... can occur in single, batch or bulk, arrival as distribution of time, arrival in finite population or infinite population.    
Options        
Money
Sales Promotion
Customer arrival 
Multiple software programs
Question No.  10    
........................ looks at available resources for customer service, queue structure to avail the service and preemption of service.     
Options        
Multi-channel retailing
Cataloguing
Service Mechanism 
Space Management
Question No.  11    
According to McCarthy, the elements of ................. are 4Ps - product, price, place (i.e. distribution) and promotion.    
Options    
marketing mix
Customer loyalty
Instant gratification  
Merchandising
Question No.  12    
The ..................... in advertisement would substantially simplify the task of professionals since the persuasion process would be found proactive.    
Options        
Meeting manager requirements
sensitivity
creativity 
life expectancy
Question No.  13    
 ................... are also unique in service industries and typically public relations take a front seat, while advertising is more of ‘corporate advertising’.    
Options    
Inventory and distribution channels.
Promotional issues
Instant gratification  
market basket analysis
Question No.  14    
.................... can use six basic elements, namely, product scope, market scope, value, timing, identification of the beneficiary and protection against competition.    
Options        
Merchandising
service provider
Customer loyalty 
Breakage
Question No.  15    
 The ................ hear the responsibility of advertising locally at micro level.    
Options    
retailer
executives
Customer 
Shopkeeper
Question No.  16    
The ..................... plays a very important role in marketing a service; therefore, managing word-of-mouth publicity is important.    
Options    
Inventory
Retail loyalty programs
business intelligence software  
public opinion
Question No.  17    
.................... is an area which requires utmost managerial attention.    
Options        
Staff motivation
Promotion
Consumers 
Premiums
Question No.  18    
............................... greatly influences the perception of a service brand.    
Options    
Multiple software programs
Sales Promotion
Consumer participation 
Buying

Question No.  19    
................. are frequently used to give an element of tangibility.    
Options    
Premiums
Sales Promotion
Characters and themes 
Multiple software programs
Question No.  20    
.................. helps in making the message more attractive and enhancing its impact.      
Options        
Multi-channel retailing
Characters and themes
Testing the effectiveness 
Creativity
Question No.  21    
....................... are defined by the input provided for the process, the process itself, and the output generated from the process.    
Options        
A critical retail function
business intelligence
A critical management function  
Business processes
Question No.  22    
The ................. represents a majority of the economic output of many developed economies, so there are good economic to reasons improve service-based processes.     
Options        
services sector
sports sector
business sector  
retail sector
Question No.  23    
......................... is a customer focused approach to service innovation and improvement.    
Options        
Inventory and distribution channels.
Service blueprinting
Warehouses 
Storage
Question No.  24    
.................... is the demand for a service from customer when they want something.     
Options        
Value demand
Supply chain
Failure demand 
market basket analysis
Question No.  25    
 ....................... is a demand that only exists because the initial demand was not satisfied properly.     
Options        
brand-name specialty retailer
Value demand
Investment
Failure demand
Question No.  26
A ....................... is one of the most cost effective ways of achieving a certain degree of process standardization.    
Options    
Inventory
process manual
business intelligence software 
Supply chain
Question No.  27    
.................. seems to be regarded as a cure-all for services, and even whole countries and economies (such as Europe), to return to the so-called "growth track."     
Options    
Buying
Scanning
tracking
Innovation
Question No.  28    
................... are dynamic and perishable in nature and this can often lead to instances of idle capacity or opportunity loss.    Solved by www.solvezone.in ; Warning: not for reselling
Options    
Inventory
Services
A critical retail function 
Investment
Question No.  29    
...................... makes it difficult to retrieve information in a timely manner and to perform analysis of the data.    
Options        
Money
Sales Promotion
Storage
Multiple software programs

Question No.  30    
The service sector of the economy constitutes ................ of the world’s total GDP and employs 40% of global labour force.    
Options        
62%
78%
45% 
23%
Question No.  31    
The ................... is composed of the four P’s: product, price, place (distribution) and promotion.     
Options        
A critical retail function
business intelligence
critical management function  
traditional marketing mix
Question No.  32    
............... in services refers to the actual procedures, mechanisms, and flow of activities by which the service is delivered- the service delivery and operating systems.    Solved by www.solvezone.in ; Warning: not for reselling
Options        
Spam
Brick and Mortar
Process
Business Relationships
Question No.  33    
..................... can be used to build strong association in the customers’ minds and service can be differentiated from the competitor’s similar offering.    
Options        
drawback
Supply chain
Physical evidence 
Storage
Question No.  34    
The ......................  includes all of the tangible representations of the service such as, brochures, letterhead, business cards, report format, signage, equipment, etc.     
Options        
Merchandising
Physical evidence
Customer loyalty 
Internet technology
Question No.  35    
 .................. refers to all human actors who play a part in service delivery and thus influence the buyer’s perceptions; namely, the firm’s personnel, the customer, and other customers in the service environment.     
Options        
Outsourcing
People
Investment 
Merchandise quality
Question No.  36    
.................... is very important concept in services, which refers to the physical presence of the customer in the system.     
Options        
Customer contact
Outsourcing
Physical evidence  
Technical support
Question No.  37    
.......................... has a vital role in services, because of the large number of service businesses which involve personal interaction between the service provider and the customer, and service being provided by a person, not a machine.    Solved by www.solvezone.in ; Warning: not for reselling
Options        
Personal selling
Customer contact
Physical evidence 
Technical support
Question No.  38    
The .................... element of the services marketing mix forms a vital role in communicating the positioning of the service to customers.    
Options        
promotion
Personal selling
Technical support
Investment
Question No.  39    
........................ , refers to the seamless integration of the various sales and service channels provided by the retailer to the customer.    Solved by www.solvezone.in ; Warning: not for reselling
Options    
Money
Sales Promotion
Integrated Multi-channel Retailing (IMCR) 
Multiple software programs
Question No.  40    

................. is any kind of paid, non-personal method of promotion by an identified organization or individual.     
Options        
Advertising
Cataloguing
Storage 
Strategising