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:

Middle Three Quintiles

The segments of the population that fall into the second, third, and fourth quintiles when dividing the total population into five equal groups based on income or wealth.

Income Received

It refers to the total amount of money obtained by individuals or entities typically through employment, investments, or other sources.

Upper Quintiles

Refers to the top 20% of a population in terms of income or wealth distribution.

Line L

Represents the relationship between the quantity of labor hired and the amount of output produced, often used in economics to illustrate productivity.