Exam 14: Delivering Service Through Intermediaries and Electronic Channels

When two or more service companies want to offer a service and neither has the financial capability or expertise, they often undertake:

Which of the following is a challenge faced by service providers who use electronic distribution?

If you want to buy a vacation cruise to the Bahamas and you'd like to buy on the Internet, there are several ways to shop. One of the most efficient methods is to use a shopping bot, which is an electronic agent that will comb web sites for you and then present you with a list of sites where vacation cruises are available, descriptions of each cruise and how they are priced. Shopping bots encourage:

Which of the following statements about service distribution is true?

There are a number of Fantastic Sam's hair salons around the U.S. Assume Fantastic Sam's developed worker teams in its franchised salons to hire, discipline and handle financial tasks such as deposits and audits. The result has been improved revenues, profits and employee morale. Fantastic Sam's would be using a(n) _____ strategy.

In control strategies, the service principal helps intermediaries develop customer-oriented service processes.

A _____ of franchising to the _____ is that franchising leverages the business format to gain wider distribution.

Heffner Funeral Homes uses the Internet to sell some 300 different products including jewelry, urns, coffins and funeral memorabilia as well as a complete line of funeral services. Heffner Funeral Homes uses a(n):

Nancy Love represents several different mystery book authors to publishers and potential publishers. She operates as a sole proprietorship and is an example of a(n):

Benetton is a clothing retailer. Imagine Iman's amazement when she saw two Benetton stores less than three blocks apart in New Orleans. What franchising challenge for the franchisee does this example illustrate?

The largest impediment for company-owned service chains is:

List the two types of agents.

A broker:

Which of the following is NOT a benefit of electronic channels?

Which of the following is an example of a partnering strategy?

Which of the following intermediary-management strategies has the highest potential to be effective?

What is the major benefit derived from distributing through company-owned channels?

Which of the following is NOT a franchising challenge to the franchisee?

With _____ strategies, the service principal allows greater flexibility to intermediaries based on the belief that their talents are best revealed in participation rather than acquiescence.

Partnering strategies that capitalize on the skills and strengths of both the service provider and the intermediary engender a sense of trust that improves the relationship.