Question 1

The major benefit of distributing through company-owned channels is that:

Accepted Answer

A)  Time and place utilities are created as efficiently as possible 
B)  The company has complete control over the outlets 
C)  The company bears all of the financial risks 
D)  Customers receive homogeneous service 
E)  Customer empowerment can be readily achieved 
A)  Time and place utilities are created as efficiently as possible 
B)  The company has complete control over the outlets 
C)  The company bears all of the financial risks 
D)  Customers receive homogeneous service 
E)  Customer empowerment can be readily achieved

Question 2

The counterpart of the service _____ is the manufacturer of physical goods.

Accepted Answer

A)  Collaborator 
B)  Principal 
C)  Collaborator. 
D)  Creator 
E)  Originator 
A)  Collaborator 
B)  Principal 
C)  Collaborator. 
D)  Creator 
E)  Originator

Question 3

One of the principal problems a service provider involves the inconsistency and lack of uniform quality that result when multiple outlets deliver service.

Accepted Answer

A) True 
 B)False

Question 4

Mike Leven is the president and co-founder of US Franchise Systems, one of the nation's fastest growing hotel companies. Its franchises include Microtel Inn & Suites, Hawthorne Suites and Best Inns and Suites. Which of the following is a problem US Franchise Systems is likely to experience with one of its franchisees?

Accepted Answer

A)  Difficulty in maintaining and motivating franchisees 
B)  Difficulty controlling quality and consistency across hotels 
C)  Control of customer relationships by intermediary 
D)  Highly publicized disputes and conflicts 
E)  All of the above 
A)  Difficulty in maintaining and motivating franchisees 
B)  Difficulty controlling quality and consistency across hotels 
C)  Control of customer relationships by intermediary 
D)  Highly publicized disputes and conflicts 
E)  All of the above

Question 5

Agents take title to services when acting on behalf of a service principal.

Accepted Answer

A) True 
 B)False

Question 6

A company that sells children's clothing at its web site learns shortly after opening its electronic store that it has many customers who are making selections of items they would like to buy, but abandoning their selections before purchasing due to a complex checkout process. This is an example of how electronic channels can benefit service providers by:

Accepted Answer

A)  Protecting customer privacy 
B)  Providing quick customer feedback 
C)  Giving intermediaries control of the electronic environment 
D)  Increasing awareness of price competitors 
E)  Increasing customers' abilities to customize 
A)  Protecting customer privacy 
B)  Providing quick customer feedback 
C)  Giving intermediaries control of the electronic environment 
D)  Increasing awareness of price competitors 
E)  Increasing customers' abilities to customize

Question 7

Mike Leven is the president and co-founder of US Franchise Systems (USFS), one of the nation's fastest growing hotel companies. Its franchises include Microtel Inn & Suites, Hawthorne Suites and Best Inns and Suites. Its franchise owners are held to the highest standards of cleanliness and property maintenance. Monthly mystery shoppers visit each hotel and a franchisee can lose his or her franchise if the hotel does not meet minimum standards. USFS uses a(n) _____ strategy.

Accepted Answer

A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive 
A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive

Question 8

Electronic channels are the only service distributors that do not require human interaction.

Accepted Answer

A) True 
 B)False

Question 9

Many companies send important proprietary data to their various subsidiaries through the Internet. Someone who wanted to capture this data as it moves through electronic channels can use sniffing software. This is only one of many means through which unauthorized people can get access to data. This unauthorized interception of data is an example of which of the following challenges associated with electronic distribution of services?

Accepted Answer

A)  Security concerns 
B)  The passivity of online users 
C)  Slow customer feedback 
D)  The inability to customize highly standardized electronic services 
E)  The need to change consumer behavior 
A)  Security concerns 
B)  The passivity of online users 
C)  Slow customer feedback 
D)  The inability to customize highly standardized electronic services 
E)  The need to change consumer behavior

Question 10

Measurement programs are used by franchisers as a(n) _____ strategy.

Accepted Answer

A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive 
A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive

Question 11

A(n) _____ strategy capitalizes on the skills and strengths of both service principal and service intermediary and engenders a sense of trust that improves the relationship.

Accepted Answer

A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive 
A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive

Question 12

Because agents and brokers are paid by commission rather than by salary, there is little risk in extending the service offerings to a wide geography.

Accepted Answer

A) True 
 B)False

Question 13

Which of the strategies for effective service delivery through intermediaries is being used when the service principal is the most powerful participant in the channel and possesses unique services with strong consumer demand of loyalty?

Accepted Answer

The answer of Which of the strategies for effective service...

Question 14

The Jen Cohen Band has a female lead singer with 2 back-up musicians. The group plays a lot of dates on college campuses as well as in small clubs along the eastern seaboard. The group is more interested in the music side of the business rather than developing contacts, finding jobs and negotiating contracts. For this purpose the group has hired the services of Auburn Moon, a talent agency out of Pennsylvania. If a college activities board wants to hire the Jen Cohen Band for a performance on its campus, it must use the services of Auburn Moon. Auburn Moon acts as an agent for the band and for several other similar acts. Discuss the benefits and challenges the Jen Cohen Band and someone who wanted to hire the band might experience as they use the services of an agent to book talent.

Accepted Answer

Auburn Moon has assembled information ab

Question 15

By having a worldwide reservation system and allowing each agency to develop its own customer-oriented service processes, Hertz Rent A Car is using a(n) _____ strategy.

Accepted Answer

A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive 
A)  Partnering 
B)  Venture 
C)  Control 
D)  Empowerment 
E)  Proactive

Question 16

How do company-owned service providers like Waffle House restaurants differ from franchise-owned service providers like Wendy's restaurants?

Accepted Answer

A)  Waffle House has complete control over customer relationships and Wendy's does not 
B)  Waffle House is able to create completely homogeneous services and Wendy's cannot 
C)  Inventory control is more efficient at Waffle Houses than at Wendy's 
D)  Product intangibility is less acute at Waffle House than at Wendy's 
E)  Employee empowerment is easier at Wendy's than at Waffle House 
A)  Waffle House has complete control over customer relationships and Wendy's does not 
B)  Waffle House is able to create completely homogeneous services and Wendy's cannot 
C)  Inventory control is more efficient at Waffle Houses than at Wendy's 
D)  Product intangibility is less acute at Waffle House than at Wendy's 
E)  Employee empowerment is easier at Wendy's than at Waffle House

Question 17

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. How would the company benefit from using electronic channels?

Accepted Answer

A)  Customer convenience 
B)  The ability to ignore changes in consumer behavior 
C)  The absence of price competition 
D)  A high degree of consistency due to low customer involvement 
E)  Guaranteed privacy 
A)  Customer convenience 
B)  The ability to ignore changes in consumer behavior 
C)  The absence of price competition 
D)  A high degree of consistency due to low customer involvement 
E)  Guaranteed privacy

Question 18

Which of the following is a benefit enjoyed by service providers who use electronic distribution?

Accepted Answer

A)  No security concerns as with other channels 
B)  Wide distribution 
C)  Absence of customer involvement in service delivery 
D)  Absence of price competition 
E)  All of the above 
A)  No security concerns as with other channels 
B)  Wide distribution 
C)  Absence of customer involvement in service delivery 
D)  Absence of price competition 
E)  All of the above

Question 19

An empowerment strategy is effective when the service principal is the most powerful participant in the service channel.

Accepted Answer

A) True 
 B)False

Question 20

_____ are service outlets licensed by a principal to deliver a unique service concept it has created or popularized.

Accepted Answer

A)  Agents 
B)  Brokers 
C)  Horizontal marketing systems 
D)  Franchises 
E)  Cooperatives 
A)  Agents 
B)  Brokers 
C)  Horizontal marketing systems 
D)  Franchises 
E)  Cooperatives

The major benefit of distributing through company-owned channels is that:

The counterpart of the service _____ is the manufacturer of physical goods.

One of the principal problems a service provider involves the inconsistency and lack of uniform quality that result when multiple outlets deliver service.

Agents take title to services when acting on behalf of a service principal.

Electronic channels are the only service distributors that do not require human interaction.

Measurement programs are used by franchisers as a(n) _____ strategy.

A(n) _____ strategy capitalizes on the skills and strengths of both service principal and service intermediary and engenders a sense of trust that improves the relationship.

Because agents and brokers are paid by commission rather than by salary, there is little risk in extending the service offerings to a wide geography.

Which of the strategies for effective service delivery through intermediaries is being used when the service principal is the most powerful participant in the channel and possesses unique services with strong consumer demand of loyalty?

By having a worldwide reservation system and allowing each agency to develop its own customer-oriented service processes, Hertz Rent A Car is using a(n) _____ strategy.

How do company-owned service providers like Waffle House restaurants differ from franchise-owned service providers like Wendy's restaurants?

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. How would the company benefit from using electronic channels?

Which of the following is a benefit enjoyed by service providers who use electronic distribution?

An empowerment strategy is effective when the service principal is the most powerful participant in the service channel.

_____ are service outlets licensed by a principal to deliver a unique service concept it has created or popularized.

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 14: Delivering Service Through Intermediaries and Electronic Channels

The major benefit of distributing through company-owned channels is that:

The counterpart of the service _____ is the manufacturer of physical goods.

One of the principal problems a service provider involves the inconsistency and lack of uniform quality that result when multiple outlets deliver service.

Agents take title to services when acting on behalf of a service principal.

Electronic channels are the only service distributors that do not require human interaction.

Measurement programs are used by franchisers as a(n) _____ strategy.

A(n) _____ strategy capitalizes on the skills and strengths of both service principal and service intermediary and engenders a sense of trust that improves the relationship.

Because agents and brokers are paid by commission rather than by salary, there is little risk in extending the service offerings to a wide geography.

Which of the strategies for effective service delivery through intermediaries is being used when the service principal is the most powerful participant in the channel and possesses unique services with strong consumer demand of loyalty?

By having a worldwide reservation system and allowing each agency to develop its own customer-oriented service processes, Hertz Rent A Car is using a(n) _____ strategy.

How do company-owned service providers like Waffle House restaurants differ from franchise-owned service providers like Wendy's restaurants?

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. How would the company benefit from using electronic channels?

Which of the following is a benefit enjoyed by service providers who use electronic distribution?

An empowerment strategy is effective when the service principal is the most powerful participant in the service channel.

_____ are service outlets licensed by a principal to deliver a unique service concept it has created or popularized.

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters