1. Which of the following statements is true of goods-producing processes?
a. They use employees as a substitute for physical inventory.
b. They require extensive customer participation in service creation and delivery.
c. They require more flexibility and adaptation to special circumstances than service processes.
d. They are mechanistic and controllable because of the lack of customer participation.
2. Which of the following statements is true of service facilities?
a. They need to be in close proximity to customers.
b. They rely more on hard technology than soft technology to perform work.
c. They require employees with stronger technical skills than behavioral skills.
d. They store their services as physical inventory.
3. Which of the following is a similarity between goods and services?
a. Both require customers to participate extensively in the creation and delivery processes.
b. Both can be protected by patents owing to their tangible nature.
c. Both use physical inventory as a buffer for fluctuations in demand.
d. Both can be standardized for the mass market or customized to individual needs.