elementary education e. computer consulting 5. Which of the following is not a typical service attribute? a. intangible product b. easy to store c. customer interaction is high d. simultaneous production and consumption e. difficult to resell 6 Final Examination BAM421 Operations Management 6. Which of the following attributes is most typical of a service? a. production and consumption occur simultaneously b. tangible c. mass production d. consistency e. easy to automate 7. Experience differentiation ________________. a. isolates the consumer from the delivery of a service b. is an extension of product differentiation in the service sector c. uses only the consumer’ s senses of vision and sound d. keeps consumers from becoming active participants in the service e. is the same as product differentiation, but applied in the service sector 8. Franz Colruyt has achieved low-cost leadership through ________________. a. effective use of voice mail b. plastic, not paper, shopping bags c. background music that subtly encourages shoppers to buy more d. converting factories, garages and theaters into retail outlets e. exclusive use of the Euro 9. A firm producing a good is more likely to have which set of the following characteristics compared to a firm providing a service? a. many subjective quality standards, tangible product and locate away from customers b. many subjective quality standards, intangible product and locate away from customers c. many objective quality standards, tangible product and locate near customers d. many objective quality standards, tangible product and locate away from customers e. many objective quality standards, intangible product and locate away from customers 10. Which of the following influences layout design? a. inventory requirements b. capacity needs c. personnel levels d. technology decisions e. All of the