Operations Management: Sustainability and Supply Chain Management 12th Edition by Jay Heizer Test ba

C) 66%
D) 85%
E) 94%
Answer:  D
Diff: 2
Key Term:  Service sector
Objective:  LO 1.2 Explain the distinction between goods and services
 

6) Which is NOT true regarding differences between goods and services?
A) Tangible goods are generally produced and consumed simultaneously; services are not.
B) Most goods are common to many customers; services are often unique to the final customer.
C) Services tend to have a more inconsistent product definition than goods.
D) Services tend to have higher customer interaction than goods.
E) None, i.e., all of the above are true.
Answer:  A
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 
7) Which is NOT true regarding differences between goods and services?
A) Services are generally produced and consumed simultaneously; tangible goods are not.
B) Services tend to be more knowledge-based than goods.
C) Services tend to have a more inconsistent product definition than goods.
D) Goods tend to have higher customer interaction than services.
E) Reselling is unusual in services; goods often have some residual value.
Answer:  D
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 
8) Which of the following services is LEAST likely to be unique, i.e., customized to a particular individual's needs?
A) dental care
B) hairdressing
C) legal services
D) elementary education
E) computer consulting
Answer:  D
Diff: 2
Key Term:  Services
AACSB:  Reflective thinking
Objective:  LO 1.2 Explain the distinction between goods and services
9) Which of the following is NOT a typical service attribute?
A) intangible product
B) easy to store
C) customer interaction is high
D) simultaneous production and consumption
E) difficult to resell
Answer:  B
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 

10) Which of the following attributes is most typical of a service?
A) production and consumption occur simultaneously
B) tangible
C) mass production
D) consistency
E) easy to automate
Answer:  A
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 
11) Which of the following is a similarity between goods and services?
A) mass production
B) consistency
C) automation
D) Both have quality standards.
E) Both can usually be kept in inventory.
Answer:  D
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 
12) When a tangible component is not included in a service, such as with counseling, it is called a(n) ________.
Answer:  pure service
Diff: 1
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
 
13) How do services differ from goods? Identify five ways.
Answer:  Pick from the following: a service is usually intangible; it is often produced and consumed simultaneously; it is often unique; it involves high customer interaction; product definition is inconsistent; it is often knowledge-based; it is frequently dispersed; quality may be hard to evaluate; and reselling is unusual.
Diff: 2
Key Term:  Services
Objective:  LO 1.2 Explain the distinction between goods and services
Section 8   The Productivity Challenge
 
1) Productivity is generally more difficult to improve in the service sector than in the manufacturing sector.
Answer:  TRUE
Diff: 2
Key Term:  Productivity
Objective:  LO 1.6 Identify the critical variables in enhancing productivity
Learning Outcome:  Discuss operations and operations management as a competitive advantage for the organization
 

2) A knowledge society is one that has migrated from work based on knowledge to one based on manual work.
Answer:  FALSE
Diff: 1
Key Term:  Knowledge society
Learning Outcome:  Discuss operations and operations management as a competitive advantage for the organization
 
3) Productivity is the total value of all inputs to the transformation process divided by the total value of the outputs produced.
Answer:  FALSE
Diff: 1
Key Term:  Productivity
 
4) Illiteracy and poor diets have been known to cost countries up to what percent of their productivity?
A) 2%