Waiting for Service MCQ

Which of the following is an example of a pre-experience?

Answer

Correct Answer: Receiving a buzzer and a menu at Outback Steakhouse

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Which is an example of a serpentine line?

Answer

Correct Answer: Most amusement park rides

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The Serpentine line guarantees ______?

Answer

Correct Answer: First-come, first serve

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A good illustration of a single-channel, multi-phase queue would be

Answer

Correct Answer: A cafeteria line

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According to the text, which line type do guests tend to prefer?

Answer

Correct Answer: Multi-channel, single-phase

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How is queue discipline usually decided?

Answer

Correct Answer: First-come, first serve

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All the following are characteristics of a waiting line model except

Answer

Correct Answer: Unhappy customers

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What is considered to be another term used for queuing theory?

Answer

Correct Answer: Waiting-line theory

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Which best fits what a capacity day does?

Answer

Correct Answer: Calculates the maximum number of customers allowed in a facility

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Which term best describes the way in which a certain number of customers arriving or entering an operation in a given period of time?

Answer

Correct Answer: Arrival pattern

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Which of the following is NOT mentioned as an option to managers when it comes to waiting?

Answer

Correct Answer: Give discounts to devoted customers who wait

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What can capacity designs do?

Answer

Correct Answer: Affect perceptions of service quality

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The two major components of managing the wait are

Answer

Correct Answer: Make the wait short and meet the needs and expectations of guests while they wait

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People waiting to be seated believe the quality of the dining experience will

Answer

Correct Answer: Outweigh the cost of the wait

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Queues are

Answer

Correct Answer: Waiting lines

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The theory of how waiting lines behave; same as queuing theory is known as ______ .

Answer

Correct Answer: Waiting-line theory

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Virtual queue allows customers to engage in other activities while waiting for service.

Answer

Correct Answer: True

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Which type is used for a queue where there is a single server and s single step ?

Answer

Correct Answer: Both a & b

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Two or more single-channel, single-phase queues in a sequence Is known as ________ .

Answer

Correct Answer: Both a & b

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Waiting lines is also known as _______

Answer

Correct Answer: Queues

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Queuing theory is the theory of how waiting lines behave; same as waiting-line theory.

Answer

Correct Answer: True

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Queue discipline is the organization’s _______ for how arriving guests are served; usually first-come, first-served.

Answer

Correct Answer: Both a & b

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The customer begins in a single line that then feeds into multiple channels or stations for the service, each staffed by a server is known as ________ .

Answer

Correct Answer: Both b & c

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Multi-channel, multi-phase queue is two or more multi-channel, single-phase queues in sequence.

Answer

Correct Answer: True

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Which psychological techniques to minimize the negative impact on guests of inevitable waits ?

Answer

Correct Answer: Managing the wait

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Capacity day is the _______ of guests allowed, by law or by the organization, in a service facility in a day or at one time

Answer

Correct Answer: Maximum number

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Arrival patterns are the patterns describing the number ________ of in a given period of time.

Answer

Correct Answer: Both possible

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