1. 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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2. Which is an example of a serpentine line?
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Correct Answer:
Most amusement park rides
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3. The Serpentine line guarantees ______?
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Correct Answer:
First-come, first serve
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4. A good illustration of a single-channel, multi-phase queue would be
Answer
Correct Answer:
A cafeteria line
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5. According to the text, which line type do guests tend to prefer?
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Correct Answer:
Multi-channel, single-phase
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6. How is queue discipline usually decided?
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Correct Answer:
First-come, first serve
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7. All the following are characteristics of a waiting line model except
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Correct Answer:
Unhappy customers
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8. What is considered to be another term used for queuing theory?
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Correct Answer:
Waiting-line theory
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9. 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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10. Which term best describes the way in which a certain number of customers arriving or entering an operation in a given period of time?
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Correct Answer:
Arrival pattern
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11. Which of the following is NOT mentioned as an option to managers when it comes to waiting?
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Correct Answer:
Give discounts to devoted customers who wait
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12. What can capacity designs do?
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Correct Answer:
Affect perceptions of service quality
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13. The two major components of managing the wait are
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Correct Answer:
Make the wait short and meet the needs and expectations of guests while they wait
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14. People waiting to be seated believe the quality of the dining experience will
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Correct Answer:
Outweigh the cost of the wait
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15. Queues are
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Correct Answer:
Waiting lines
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16. The theory of how waiting lines behave; same as queuing theory is known as ______ .
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Correct Answer:
Waiting-line theory
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17. Virtual queue allows customers to engage in other activities while waiting for service.
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Correct Answer:
True
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18. Which type is used for a queue where there is a single server and s single step ?
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Correct Answer:
Both a & b
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19. Two or more single-channel, single-phase queues in a sequence Is known as ________ .
Answer
Correct Answer:
Both a & b
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20. Waiting lines is also known as _______
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Correct Answer:
Queues
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21. Queuing theory is the theory of how waiting lines behave; same as waiting-line theory.
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Correct Answer:
True
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22. Queue discipline is the organization’s _______ for how arriving guests are served; usually first-come, first-served.
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Correct Answer:
Both a & b
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23. 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 ________ .
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Correct Answer:
Both b & c
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24. Multi-channel, multi-phase queue is two or more multi-channel, single-phase queues in sequence.
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Correct Answer:
True
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25. Which psychological techniques to minimize the negative impact on guests of inevitable waits ?
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Correct Answer:
Managing the wait
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26. Capacity day is the _______ of guests allowed, by law or by the organization, in a service facility in a day or at one time
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Correct Answer:
Maximum number
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27. Arrival patterns are the patterns describing the number ________ of in a given period of time.
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Correct Answer:
Both possible
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