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