Service Encounter Design Is a Key Activity Performed by Operations

question 36

Multiple Choice

Service encounter design is a key activity performed by operations managers that involves:

• A) managing the flow of materials, information, people, and money from suppliers to customers.
• B) ensuring that the right amount of resources is available when needed.
• C) predicting the future demand for raw materials, finished goods, and services.
• D) determining how to recover from service upsets.

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Definitions:

Too Little Conflict

A scenario where insufficient disagreement or challenge leads to complacency and hinders creativity or improvement within a group or organization.

Promotes Complacency

Describes conditions or practices that encourage a sense of satisfaction with the current state of affairs, potentially hindering improvement or progress.

Competing Objectives

Divergent or opposing goals among individuals or groups within an organization, often leading to challenges in decision-making and prioritization.

Dependent

In a research context, the dependent variable is the one being tested and measured, often to see how it is influenced by changes in an independent variable.