The Department of Motor Vehicles (DMV) can service customers at a rate of 20 per hour (or 1/3 per minute) when it comes to license renewals. The service time follows an exponential distribution. What is the probability that it will take between 2 and 3

Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality?

A. The operations manager should realize that the customer' expectations are the standard against which the service is judged. B. The manager may be able to influence the quality of the service but has little control over the customers' expectation. C. The tangible component of many services is important. D. Managers must expect exceptions

A firm is most likely to favor foreign direct investment over exporting when:

A. the firm wants its technological know-how to be widely disseminated. B. the firm wishes to maintain control over its operations and business strategy. C. the transportation costs are low. D. there are no trade barriers. E. the firm wants to customize its products as per the tastes and preferences of foreign consumers.