Productivity and Instructor Explanation

1. | Question : | Which of the following is not a characteristic that distinguishes services from goods? | | | Student Answer: | | Service jobs are unskilled (page 8-9) | | | | A service is intangible | | | | Services are perishable | | | | Services are heterogeneous | | | | None of the above | | Instructor Explanation: | Many service jobs are highly skilled such as physician, attorney, airline pilot, OSCM instructor, etc. | | | | Points Received: | 0 of 2 | | Comments: | | | |

2. | Question : | Doing something at the lowest possible cost is called: ________________. | | | Student Answer: | | Effectiveness | | | | Efficiency | | | | Productivity | | | | Evaluation | | | | Application | | Instructor Explanation: | Efficiency is defined on page 11 of the textbook. | | | | Points Received: | 2 of 2 | | Comments: | | | |

3. | Question : | The Goods-Services Continuum consists of which set of the following categories? | | | Student Answer: | | No goods, some goods, even mix, some service, no service | | | | Pure goods, core goods, core services, pure services (page 9) | | | | No service, some service, good service, excellent service | | | | Self-service, help desk service, face-to-face service, service-with-a-smile | | | | None of the above | | Instructor Explanation: | See exhibit 1.4. B is the correct answer. | | | | Points Received: | 2 of 2 | | Comments: | | | |

4. | Question : | Which of the following are defined as core goods? | | | Student Answer: | | Chemicals | | | | Airlines | | | | Data storage systems | | | | Hotels | | | | None of the above | | Instructor Explanation: | See exhibit 1.4. C is the correct answer. | | | | Points Received: | 2 of 2 | | Comments: | | | |

5. | Question : | Which of the following is not listed in