In the Mass Service and Service Factory Quadrants of the Service

question 134

Multiple Choice

In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following EXCEPT:

• A) automation.
• B) standardization.
• C) tight quality control.
• D) removing some services.
• E) customization.

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Definitions:

DS Services of America

A beverage company that specializes in water delivery and coffee service to homes, offices, and retail establishments in the United States.

Coffee Delivery Systems

Methods or services designed to deliver coffee or coffee products directly to consumers or businesses.

Inelastic Demand

A market situation where the demand for a product does not significantly change in response to price changes.

Elastic Demand

A situation in the market where the desire for a product or service sharply varies with the adjustments in its cost.