Yelp Is Simplifying Restaurant Operations This activity is important because, as a manager, you will be exposed to the transformation process of either a product or service or both. Regardless of this, businesses strive to standardize their process and utilize technology to create an automatic and structured response. In the service industry, it is challenging because the output is generally intangible and can rarely be saved, stored, or resold. Therefore, it is difficult to accurately estimate demand in order to match supply. The goal of this exercise is to demonstrate your understanding of how operations management works in a serviceoriented business. Read the case and answer the questions that follow. Online searches for takeout were trending up before the pandemic, and even with the return of customers in seat, restaurants are seeing the trend of online customers continue to climb. With the food industry facing an unprecedented labor shortage, the need to streamline processes is critical to success. Yelp is a trusted consumer platform that connects people with local businesses through an app where consumers can read and write reviews. With over 224 million reviews, Yelp is expanding its services to include a comprehensive solution -Yelp Guest Manager-that helps restaurants manage operations from takeout and delivery orders to dine-in seating. One of the main features of Yelp Guest Manager is that it enables restaurants to give diners the option to join their waitlist from home with accurate seat times and live updates. It also lets restaurants add takeout orders, track them, and notify guests via a text message when their food is ready. There is also a kiosk that allows customers to check themselves in and receive automated wait times and text notifications about their reservation. While these options certainly give restaurants tools to communicate directly with the customers, it also improves operational efficiency, reducing the "front-line" workload. With Covid precautions still in place, these tools create efficiencies that provide less touch points and reduce crowded wait areas, thus improving customer safety and satisfaction. This leads to repeat customers, and with this new tool, Yelp is integrating loyalty into the platform that will allow for additional marketing opportunities. The National Restaurant Association projects restaurant sales to increase almost 20 percent in 2021 , and managers need to be ready to handle new customer preferences and new dining options that are entering the market. Which characteristic of a service business does Yelp meet? Multiple Choice perishability customer contact None of the answers are correct. All of the answers are correct. intangibility ervice businesses, like restaurants, typically require labor due to the higher level of customer contact and variation of inputs and outputs. Multiple Choice highly skilled and educated remote less about the same amount more While service businesses strive to "standardize" their processes, the input still has a high number of human elements and For example, not all elp customers want the same order-ahead experience. Multiple Choice tangibility customization uniformity standardization touch and tech, having good customer service In today's competitive global market, the ideal service provider would be both ratings and easy-to-use technology. Multiple Choice high-; low- low-i low- low-; high- non-; high- high-; high- hich statement is correct about the similarities between manufacturers of goods and service providers? Multiple Choice Both organizations must make design and operating decisions. Both goods and services have uniform outputs. Both goods and services are consumed/performed after purchase. Both organizations can measure productivity easily. Both organizations have more labor-intensive processes than capital-intensive technology