This document provides a list of 10 learning questions and their answers related to managing and designing services. The questions cover topics such as the definition of a service, employee skills in serving customers, categories of service mixes, strategies to match demand and supply in services, managing peak demands, service quality standards, examples of goods and services mixes, supply strategies like increased customer participation, and managing the gap between customer expectations and service delivery.

1. TOP 10 Learning Questions forChapter 13Designing and Managing ServicesMichael Dominic R. MercadMay 26, 2010

2. 1. Service is an act or performance one party can offer that is essentially _____.TangibleIntangibleVariableMeasurablePerishable2

3. 2. ___________ describes the employees skill in serving the customer.Internal MarketingExternal MarketingInteractive MarketingHolistic MarketingQuality Marketing3

4. 3. The following are categories of service mix, except?Pure tangible goodTangible good with accompanying servicesHybridMinor service with accompanying minor goods and servicesPure service4

5. 4. These strategies can produce better match between demand and supply in a service business, except? Differential pricing Reservation system Nonpeak demand Complementary services Monitor customer satisfaction5

6. 5. Which of the following is true?Part-time employees can serve peak demands.Facilities for future expansion is not a an option.Shared services is a way to manage demand level.Complementary service can shift some demand from peak to off-peak periods.Nonpeak demands cannot be cultivated.6

7. 6. Which of the following is false?Top service companies are “customer obsessed”.The best service providers set high service quality standards.Consumers value convenience in services.Management have a thorough commitment to service quality.Top firms audit only their own service performance. 7

8. 7. A restobar with great food and entertainment is an example of?Pure Tangible goodTangible good with accompanying serviceHybrid goods and servicesMajor service with accompanying minor goods and servicesPure service8

9. 8. What is the supply strategy of self-service gas stations?Part-time employees Peak-time efficiency Increased customer participation Shared services Facilities for future expansion9

10. 9. What demand strategy should badminton courts flooded with players apply?Differential pricing Nonpeak demand Complementary services Reservation systems10

11. 10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of?Gap between consumer expectation and management perceptionGap between management perception and service-quality specification.Gap between service-quality specifications and service delivery.Gap between service delivery and external communications.Gap between perceived services and expected services.11

12. TOP 10 Learning Answers forChapter 13Designing and Managing ServicesMichael Dominic R. MercadMay 26, 2010

13. 1. Service is an act or performance one party can offer that is essentially _____.TangibleIntangibleVariableMeasurablePerishable13

14. 2. ___________ describes the employees skill in serving the customer.Internal MarketingExternal MarketingInteractive MarketingHolistic MarketingQuality Marketing14

15. 3. The following are categories of service mix, except?Pure tangible goodTangible good with accompanying servicesHybridMinor service with accompanying minor goods and servicesPure service15

16. 4. These strategies can produce better match between demand and supply in a service business, except? Differential pricing Reservation system Nonpeak demand Complementary services Monitor customer satisfaction16

17. 5. Which of the following is true?Part-time employees can serve peak demands.Facilities for future expansion is not a an option.Shared services is a way to manage demand level.Complementary service can shift some demand from peak to off-peak periods.Nonpeak demands cannot be cultivated.17

18. 6. Which of the following is false?Top service companies are “customer obsessed”.The best service providers set high service quality standards.Consumers value convenience in services.Management have a thorough commitment to service quality.Top firms audit only their own service performance. 18

19. 7. A restobar with great food and entertainment is an example of?Pure Tangible goodTangible good with accompanying serviceHybrid goods and servicesMajor service with accompanying minor goods and servicesPure service19

20. 8. What is the supply strategy of self-service gas stations?Part-time employees Peak-time efficiency Increased customer participation Shared services Facilities for future expansion20

21. 9. What demand strategy should badminton courts flooded with players apply?Differential pricing Nonpeak demand Complementary services Reservation systems21

22. 10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of?Gap between consumer expectation and management perceptionGap between management perception and service-quality specification.Gap between service-quality specifications and service delivery.Gap between service delivery and external communications.Gap between perceived services and expected services.22

23. TOP 10 Learning Questions forChapter 13Designing and Managing ServicesMichael Dominic R. MercadMay 26, 2010