1) Referencing the Service-Process Matrix select the example below that has low customization and low labor intensity.
a. Private tax accountant
b. Travel agency
c. Investment Advisor
d. HR Block Tax Services
2) You are a manager at a retail establishment and you know that customers do not like waiting. Waiting is bad for business and you have one server. What is the average time customer spends in your waiting line? They arrive at a rate of 50 per hour and the service rate or 85.
a. Customers wait on average 6 minutes (.62)
b. Customers wait roughly 2 minutes
c. Customers wait about 3 minutes (.028)
d. Customers wait roughly 7 minutes