How can we help?

You can also find more resources in our Help Center.

Study sets matching "service chapter 11"

Study sets
Classes
Users

Study sets matching "service chapter 11"

23 terms
Service learning Chapter 11
Motor skill
large motor skill
small motor skill
hand-eye coordination
is an ability that depends on the use of muscles.
is the movement and control of the back, legs, shoulders, and…
is the movement and control of smaller body parts, such as th…
which is the ability of the eyes and the hand and arm muscles…
Motor skill
is an ability that depends on the use of muscles.
large motor skill
is the movement and control of the back, legs, shoulders, and…
9 terms
Customer Service chapter 11
Social media
Teleselling
Inbound calls
Outbound calls
Electronic communication used by consumers to share ideas, in…
Selling products, services, or information via the telephone
Calls that originate with the customer and may include catalo…
Calls that originate from a call center to the customer and a…
Social media
Electronic communication used by consumers to share ideas, in…
Teleselling
Selling products, services, or information via the telephone
24 terms
Computer Service and Repair Chapter 11 Vocab
bitmap font
CMYK Standard
color thermal printer
dot matrix printer
uses a pattern of dots to represent each letter
combinations of colors (cyan, magenta, yellow and black) used…
Printer that applies color by heating a special ribbon that i…
Printer that uses a pattern of very small dots to create text…
bitmap font
uses a pattern of dots to represent each letter
CMYK Standard
combinations of colors (cyan, magenta, yellow and black) used…
9 terms
Customer Service chapter 11
Social media
Teleselling
Inbound calls
Outbound calls
Electronic communication used by consumers to share ideas, in…
Selling products, services, or information via the telephone
Calls that originate with the customer and may include catalo…
Calls that originate from a call center to the customer and a…
Social media
Electronic communication used by consumers to share ideas, in…
Teleselling
Selling products, services, or information via the telephone
23 terms
Human Services Chapter 11
A-B-C theory explains.
Arbitrary inferences refer to
Burnout is
Caring burnout comes about when
the relationship among events, beliefs, and feelings. It is a…
making conclusions without supporting and relevant evidence.
a state of physical, emotional, intellectual, and spiritual e…
our professional involvements tend to be a drain on our energy.
A-B-C theory explains.
the relationship among events, beliefs, and feelings. It is a…
Arbitrary inferences refer to
making conclusions without supporting and relevant evidence.
18 terms
Chapter 11: Service Learning
Experiential Learning
Outcomes of experiential learning
Service Learning (SL)
Service Learning (SL) the S and L
Commonly referred to as "practical learning" or "real world"…
*Connects classroom learning with authentic situations... *Conti…
is one of many techniques of experiential learning.... Jointly s…
always written in identical fashion... hypen = connection
Experiential Learning
Commonly referred to as "practical learning" or "real world"…
Outcomes of experiential learning
*Connects classroom learning with authentic situations... *Conti…
10 terms
Chapter 11 human service
1. The Program in Assertive Community…
2. Case management was designated
3. The dominant case management model in
4. Engagement is
case management requires a client to staff ratio of 10 to 1.
an essential within the federal Community Support Program (CS…
in social welfare programs like TANF (Transitional Aid to Nee…
the first and perhaps most critical task in clinical case man…
1. The Program in Assertive Community…
case management requires a client to staff ratio of 10 to 1.
2. Case management was designated
an essential within the federal Community Support Program (CS…
8 terms
Chapter 11 customer service
Social media
inbound calls
outbound calls
automatic call distribution
Electronic communication used by consumers to share idea, inf…
calls that originate with the customer and my include catalog…
calls that originate from the call center to the customer and…
allows calls to be routed to the next available
Social media
Electronic communication used by consumers to share idea, inf…
inbound calls
calls that originate with the customer and my include catalog…
93 terms
Food Service - Chapter 11
Artificial Intelligence
Balance
Conditions of certainty
Conditions of Risk
Computer program that attempts to duplicate the thought proce…
Managerial adaptation to changing economical, political, soci…
adequate information is available to assure results of decisi…
Results of decision are uncertain, and probability techniques…
Artificial Intelligence
Computer program that attempts to duplicate the thought proce…
Balance
Managerial adaptation to changing economical, political, soci…
28 terms
Chapter 11: Financial Services
Bank
demand deposit
Time Deposits
Consumer Loan
a financial instituation must accept demand deposits, make co…
money put into a financial institution that the depositors ca…
made for a specified period of time and canot be withdrawn ea…
a loan made to an individual for personal use
Bank
a financial instituation must accept demand deposits, make co…
demand deposit
money put into a financial institution that the depositors ca…
18 terms
Chapter 11 - The Major Service Operation Processes
Incident
Incident Management
Incident Models
Incident Status: Open
An unplanned interruption to an IT service, a reduction in th…
Restores normal service operation as quickly as possible and…
Incident templates prepopulated with the necessary steps to r…
An incident that has been identified and logged. (Pg. 242)
Incident
An unplanned interruption to an IT service, a reduction in th…
Incident Management
Restores normal service operation as quickly as possible and…
7 terms
Chapter 11: Service Learning
Experiential Learning
Outcomes of experiential learning
Service Learning (SL)
Service Objectives (SO)
Commonly referred to as "practical learning" or "real world"…
*Connects classroom learning with authentic situations... *Conti…
is one of many techniques of experiential learning.... Jointly s…
Is a written statement of need provided by the agency.... **Thro…
Experiential Learning
Commonly referred to as "practical learning" or "real world"…
Outcomes of experiential learning
*Connects classroom learning with authentic situations... *Conti…
56 terms
Trading Services / Chapter 11 / Contracts for Real Estate
COMPETE THE SENTENCE: An amendment to…
TRUE OR FALSE? According to the Compet…
TRUE OR FALSE: A contract of purchase…
A _____________ ________________ [two…
An amendment to a contract of purchase and sale is not legall…
ANSWER: TRUE
ANSWER: FALSE
ANSWER: CONDITION PRECEDENT
COMPETE THE SENTENCE: An amendment to…
An amendment to a contract of purchase and sale is not legall…
TRUE OR FALSE? According to the Compet…
ANSWER: TRUE
23 terms
Chapter 11 Product &Service Strategies
Marketing Mix
Product
Services
Goods
blending of the 4 strategy elements - product, distribution,…
designed to satisfy a customer's wants and needs
Intangible Tasks
Tangible products
Marketing Mix
blending of the 4 strategy elements - product, distribution,…
Product
designed to satisfy a customer's wants and needs
17 terms
Human Services Chapter 11
Hypotheses
Research question
Types of variables
Quantitative Research
Looks at differences between groups or relationships among gr…
Relationships among groups or describes events or conditions
characteristic, attribute, or trait that can be measured
Looking for an objective reality, Use of scientific methods,…
Hypotheses
Looks at differences between groups or relationships among gr…
Research question
Relationships among groups or describes events or conditions
57 terms
chapter 11: pricing products and services
price
barter
price equation
value
money or other considerations (including other products or se…
practice of exchanging products and services for other produc…
price = list price - (incentives and allowances) + extra costs
the ratio of perceived benefits to price... value = perceived be…
price
money or other considerations (including other products or se…
barter
practice of exchanging products and services for other produc…
14 terms
Services Marketing Chapter 11: Employees' Roles in Service Delivery
Gap 3
Service Performance Gap
serivce... organization in the customer's…
30-40%
Employees' Roles in Service Delivery is concerned with which…
What is gap 3?
People are the... People are the ... People are the... People are the
Companies with an investment in Internal Service Quality can…
Gap 3
Employees' Roles in Service Delivery is concerned with which…
Service Performance Gap
What is gap 3?
14 terms
N+ - Chapter 11 WAN Services
Public Switched Telephone Network (PSTN)
modem
Integrated Services Digital Network (I…
ISDN BRI
The PSTN is the network used for placing local and long dista…
A _____________is required to convert digital signals to anal…
A WAN technology that provides increased bandwidth within the…
The traditional phone line is divided into separate channels:…
Public Switched Telephone Network (PSTN)
The PSTN is the network used for placing local and long dista…
modem
A _____________is required to convert digital signals to anal…
56 terms
MKTG-services (chapter 11)
Services are
Intangibles are
Services can also be described as
The unique characteristics of services…
intangible ... acts, performances or experiences
performance-based products that cannot be touched
economic activities that create experimental value and provid…
(HIILP)... -intangibility... -inseparability... -heterogeneity... -perish…
Services are
intangible ... acts, performances or experiences
Intangibles are
performance-based products that cannot be touched
5 terms
Services Chapter 11
service culture
triangle
boundary spanning
emotional labor
a culture where an appreciation for good service exists, and…
Visually reinforces the importance of people in the ability o…
the frontline service employees operate at the organizations…
refers to the labor that goes beyond the physical or mental s…
service culture
a culture where an appreciation for good service exists, and…
triangle
Visually reinforces the importance of people in the ability o…
28 terms
APHG Chapter 11- Services
Break-of-bulk point
Bulk-gaining industry
Bulk-reducing industry
Cottage industry
A location where transfer is possible from one mode of transp…
An industry in which the final product weighs more or compris…
An industry in which the final product weighs less or compris…
Manufacturing based in homes rather than in a factory, common…
Break-of-bulk point
A location where transfer is possible from one mode of transp…
Bulk-gaining industry
An industry in which the final product weighs more or compris…
70 terms
APOC Chapter 11 - Passenger Service
PSC is the interface between
PSC at a commercial gate
MAC includes
PSC manages what 5 things
PRC, Check in, and Pax
MAC military assistance counter
CSB & branch liaison
Seats, Eligibility, Flight set up, Booking, pre manifest requ…
PSC is the interface between
PRC, Check in, and Pax
PSC at a commercial gate
MAC military assistance counter
23 terms
Human Services Chapter 11
A-B-C theory explains.
Arbitrary inferences refer to
Burnout is
Caring burnout comes about when
the relationship among events, beliefs, and feelings. It is a…
making conclusions without supporting and relevant evidence.
a state of physical, emotional, intellectual, and spiritual e…
our professional involvements tend to be a drain on our energy.
A-B-C theory explains.
the relationship among events, beliefs, and feelings. It is a…
Arbitrary inferences refer to
making conclusions without supporting and relevant evidence.
5 terms
Chapter 11: Dietary Services
Food and food service must address 4 b…
Food Service Director
Food Service Assistants
Dietary Consultation
1. physical sustenance... 2. sensory gratification... 3. social int…
-full time position reporting to the administration ... -managem…
-cooks: prepare entrees... -cooks helpers: prepare side dishes... -…
-must be contracted when a facility does not employ either a…
Food and food service must address 4 b…
1. physical sustenance... 2. sensory gratification... 3. social int…
Food Service Director
-full time position reporting to the administration ... -managem…
31 terms
Chapter 11: Services and Manufacturing
Acid depositation
Acid precipitation
Air pollution
Apparel
Sulfur oxides and nitrogen oxides and nitrogen oxides, emitte…
Conservation of sulfur oxides and nitrogen oxides, hydrocarbo…
Concentration of trace substances, such as carbon monoxide, s…
An article of clothing.
Acid depositation
Sulfur oxides and nitrogen oxides and nitrogen oxides, emitte…
Acid precipitation
Conservation of sulfur oxides and nitrogen oxides, hydrocarbo…
20 terms
Services Marketing Chapter 11
Service Employees are so important to…
Customer Contact Personnel Roles
Two Bosses Dilemma
Inter-Client Conflict
-Core part of the product... -represent the service firm... -Core p…
Operational and Marketing goals must be met in this role
Service employees have to choose between enforcing the compan…
Conflicts between customers, example would be smoking in a no…
Service Employees are so important to…
-Core part of the product... -represent the service firm... -Core p…
Customer Contact Personnel Roles
Operational and Marketing goals must be met in this role
19 terms
Services Marketing Chapter 11
external marketing
internal marketing
interactive marketing
Service Profit Chain
efforsts that the firm engages in to develop its customers' e…
activities to help the providers deliver on the service promi…
where promises are kept or broken by the firm's employees, su…
suggests that there are critical linkages among internal serv…
external marketing
efforsts that the firm engages in to develop its customers' e…
internal marketing
activities to help the providers deliver on the service promi…
43 terms
Chapter 11: Distribution Customer Service & Logistics
Logistics
Physical Distribution (PD)
Logistic Costs
Differences in Logistics Costs Across…
The transporting, storing, and handling of goods in ways that…
Common name for logistics... Mostly invisible to most consumers
For some products, a company may spend half or more of its to…
Developed Economies: 9-15% of GDP... Developing Economies: 30% o…
Logistics
The transporting, storing, and handling of goods in ways that…
Physical Distribution (PD)
Common name for logistics... Mostly invisible to most consumers
21 terms
chapter 11 safety, ground ops, and service
Keeping hangars, show, and the flight…
___ and ___ should watch for their own…
The ___ who does not respect electrici…
Anytime current flows, a byproducts of…
ORDERLY... CLEAN
TECHNICIANS... SUPERVISORS
TECHNICIAN
HEAT
Keeping hangars, show, and the flight…
ORDERLY... CLEAN
___ and ___ should watch for their own…
TECHNICIANS... SUPERVISORS
15 terms
Central Services Chapter 11
micro grind or supercuts scissors are…
stainless steel jaw needle holders las…
the place where the 2 parts of the rin…
instruments are heat treated to give t…
true
false
true
False
micro grind or supercuts scissors are…
true
stainless steel jaw needle holders las…
false
31 terms
Chapter 11: Sustaining Aquatic Biodiversity and Ecosystem Services
ocean acidification
trawler fishing
HIPPCO
bioinvaders
decreasing pH of ocean waters due to absorption of excess atm…
method of fishing that involves actively dragging or pulling…
threats of extinction caused by humans; stands for: Habitat d…
species that enter a nonnative ecosystem and displace or caus…
ocean acidification
decreasing pH of ocean waters due to absorption of excess atm…
trawler fishing
method of fishing that involves actively dragging or pulling…
14 terms
Chapter 11 Terms: Distribution Customer Service and Logistics
Logistics (Physical Distribution)
Customer service level
Physical Distribution Concept
Total Cost Approach
transporting, storing and handling of goods in ways that matc…
how rapidly and dependably a firm can deliver what the custom…
All transporting, storing and product-handling activities of…
evaluating each possible physical distribution system and ide…
Logistics (Physical Distribution)
transporting, storing and handling of goods in ways that matc…
Customer service level
how rapidly and dependably a firm can deliver what the custom…
17 terms
Chapter 11 Fundamental Skills in Diagnostic Services
auscultation
body mass index (BMI)
breach
cultural competence
the use of a stethoscope to listen to sounds made by a patien…
a method of relating weight to height used to define normal w…
access, use, or disclosure of protected health information th…
the ability to interact effectively with people of different…
auscultation
the use of a stethoscope to listen to sounds made by a patien…
body mass index (BMI)
a method of relating weight to height used to define normal w…
10 terms
Chapter 11: Distribution Customer Service and Logistics
logistics (physical distribution)
customer service level
physical distribution concept
total cost approach
the transporting, storing, and handling of goods in ways that…
how rapidly and dependably a firm can deliver what the custom…
all transporting, storing, and product handling activities of…
evaluating each possible PD system and identifying all of the…
logistics (physical distribution)
the transporting, storing, and handling of goods in ways that…
customer service level
how rapidly and dependably a firm can deliver what the custom…
22 terms
Chapter 11 Tourism Services
Govn Agencies: Industry Canada
Govn Agencies: Parks Canada
Govn Agencies: Canada Border Services…
Govn Agencies: Foreign Affairs and Int…
- Responsible for the overall well-being of tourism
- Responsible for national museums, national parks, heritage…
- Checks people arriving at borders for proper docs. and ille…
- Provides foreign visitors with visas and Canadians with pas…
Govn Agencies: Industry Canada
- Responsible for the overall well-being of tourism
Govn Agencies: Parks Canada
- Responsible for national museums, national parks, heritage…
25 terms
Human Services Concepts & Interventions - Chapter 11 & 12
CASE MANAGEMENT...
CORE FUNCTIONS OF CASE MANAGEMENT...
BROKERAGE MODEL...
CLINICAL CASE MANAGEMENT...
...form or service coordination that is a cornerstone service…
...assessment; planning; service implementation; service coor…
...focuses on problem identification, plan development, and b…
...prevalent in service systems for people with significant m…
CASE MANAGEMENT...
...form or service coordination that is a cornerstone service…
CORE FUNCTIONS OF CASE MANAGEMENT...
...assessment; planning; service implementation; service coor…
21 terms
Chapter 11: Supply Chain Logistics Customer Service
optimize, service level
supply chain
product, quantity, place, time
3rd party logistics (3PL)
physical distribution should _______ the cost of distribution…
the complete set of firms, facilities, and logistics activiti…
the goal of supply chain is to get the right _______, in the…
outsourced companies that handle the detail and distribution…
optimize, service level
physical distribution should _______ the cost of distribution…
supply chain
the complete set of firms, facilities, and logistics activiti…
15 terms
Chapter 11: Distribution Customer Service and Logistics
Logistics
Physical Distribution (PD)
Customer Service Level
Physical Distribution (PD) Concept
The transporting, storing, and handing of goods in ways that…
Is another common name for logistics, however it has to do mo…
How rapidly and dependably a firm can deliver what the custom…
All transporting, storing, and product-handling activities of…
Logistics
The transporting, storing, and handing of goods in ways that…
Physical Distribution (PD)
Is another common name for logistics, however it has to do mo…
15 terms
Chapter 11 - Distribution Customer Service and Logistics
Logistics
Physical distribution (PD)
Customer service level
Physical distribution (PD) concept
The transporting, storing, and handling of goods in ways that…
Another common name for logistics
How rapidly and dependably a firm can deliver what the custom…
All transporting, storing, and product-handling activities of…
Logistics
The transporting, storing, and handling of goods in ways that…
Physical distribution (PD)
Another common name for logistics
15 terms
Chapter 11: Distribution Customer Service and Logistics
logistics
physical distribution (PD)
customer service level
physical distribution (PD) concept
the transporting, storing, and handling of goods in ways that…
the transporting, storing, and handling of goods in ways that…
how rapidly and dependably a firm can deliver what customers…
all transporting, storing, and product-handling activities of…
logistics
the transporting, storing, and handling of goods in ways that…
physical distribution (PD)
the transporting, storing, and handling of goods in ways that…
19 terms
Chapter 11: Distribution Customer Service and Logistics
Physical Distribution/Logistics
Physical Distribution Customer Service
customer service level
physical distribution concept
transporting, storing and handling of goods in ways that matc…
customers think about physical distribution in terms of the c…
how rapidly and dependably a firm can deliver what customers…
all transporting, storing and product-handling activities of…
Physical Distribution/Logistics
transporting, storing and handling of goods in ways that matc…
Physical Distribution Customer Service
customers think about physical distribution in terms of the c…
20 terms
Central Service Surgical Instrumentation Chapter 11
Martensitic
austenic
scissors
osteotomes
400 Stainless steel, magnetic and can be heat hardened
300 stainless steel scissors
used to cut, incise, and/or disconnect tissue
chisel like instrument used to cut or shave bone
Martensitic
400 Stainless steel, magnetic and can be heat hardened
austenic
300 stainless steel scissors
15 terms
Marketing Chapter 11 Distribution Customer Service & Logistics
Logistics
Physical distribution
Customer service level
Physical distribution concept
The transporting, storing, and handling of goods in ways that…
Another common name for logistics
How rapidly and dependably a firm can deliver what they, the…
Says that all transporting, storing, and product-handling act…
Logistics
The transporting, storing, and handling of goods in ways that…
Physical distribution
Another common name for logistics
14 terms
Chapter 11: Service Department and Joint Cost Allocation
Service Department
User Department
Intermediate Cost Center
Final Cost Center
Department that provides services to other subunits in the or…
Department that uses the functions of service departments.
Cost center whose costs are charged to other departments in t…
Cost center, such as a production or marketing department, wh…
Service Department
Department that provides services to other subunits in the or…
User Department
Department that uses the functions of service departments.
16 terms
Services Marketing Chapter 11
Provider Gap 3:
What are key factors leading to provid…
Service Culture:
What are the critical importances of s…
The service performance gap
-Deficiencies in human resource policies ... -Failure to match s…
A culture where an appreciation for good service exists, and…
-They are the service... -They are the organization in the custo…
Provider Gap 3:
The service performance gap
What are key factors leading to provid…
-Deficiencies in human resource policies ... -Failure to match s…
13 terms
Chapter 11 Services
post industrialism
service sector
non-basic activities
basic activities
the phase in the development of a market economy when service…
primarily defined by what its participants do not do; main fo…
economic activities that serve local consumers and therefore…
economic activities that generate income from outside the def…
post industrialism
the phase in the development of a market economy when service…
service sector
primarily defined by what its participants do not do; main fo…
15 terms
Central Services Chapter 11
micro grind or supercuts scissors are…
stainless steel jaw needle holders las…
the place where the 2 parts of the rin…
instruments are heat treated to give t…
true
false
true
False
micro grind or supercuts scissors are…
true
stainless steel jaw needle holders las…
false
Marketing chapter 11 distribution, customer service, and logistics
Logistics
Physical distribution customer service
Total cost approach
JIT Just In Time shipping
Transporting, storing, and handling of goods in ways that mat…
How rapidly and dependably a firm can deliver what the custom…
Evaluating each possible physical distribution system and ide…
Having a product right when the customer needs it
Logistics
Transporting, storing, and handling of goods in ways that mat…
Physical distribution customer service
How rapidly and dependably a firm can deliver what the custom…
10 terms
Chapter 11: Pricing Products and Services
price
value
profit equation
demand curve
the money or other considerations (including other products a…
the ratio perceived benefits to price
profit equals total revenue minus total cost
a graph relating the quantity sold and the price, which shows…
price
the money or other considerations (including other products a…
value
the ratio perceived benefits to price
59 terms
Chapter 11- pricing products and services
price
price equation
value =
perceived value
the money or other considerations (including other products a…
final price= list price- (incentives + allowances) + extra fe…
benefits (what you get) - cost (what you give up)
depends on how customer perceives benefits and costs of product
price
the money or other considerations (including other products a…
price equation
final price= list price- (incentives + allowances) + extra fe…
1 of 10