Question 1

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is NOT one of the factors that encourage extended operating hours?

Accepted Answer

A)  Availability of employees to work during "social" hours. 
B)  Economic pressure from consumers. 
C)  Changes in legislation. 
D)  Economic incentives to improve asset utilization. 
E)  Automated self-service facilities. 
A)  Availability of employees to work during "social" hours. 
B)  Economic pressure from consumers. 
C)  Changes in legislation. 
D)  Economic incentives to improve asset utilization. 
E)  Automated self-service facilities.

Question 3

What three factors make investments in airport retailing appealing?

Accepted Answer

1) The upscale demographic of

Question 4

What are the two main options for exporting people processing services?

Accepted Answer

Export the

Question 5

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

Accepted Answer

A) True 
 B)False

Question 6

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

Accepted Answer

A) True 
 B)False

Question 7

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

Accepted Answer

A)  single source market 
B)  economy of scale 
C)  ministore 
D)  economy of scope 
E)  multi-brand strategy 
A)  single source market 
B)  economy of scale 
C)  ministore 
D)  economy of scope 
E)  multi-brand strategy

Question 8

Which of the following is an example of a franchised service firm?

Accepted Answer

A)  Dunkin' Donuts 
B)  Wal-Mart 
C)  Barnes & Noble 
D)  Starbucks 
E)  Pier One Imports 
A)  Dunkin' Donuts 
B)  Wal-Mart 
C)  Barnes & Noble 
D)  Starbucks 
E)  Pier One Imports

Question 9

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

Accepted Answer

A)  The Internet 
B)  International trade 
C)  Franchising 
D)  Sole proprietorship 
E)  Limited partnership 
A)  The Internet 
B)  International trade 
C)  Franchising 
D)  Sole proprietorship 
E)  Limited partnership

Question 10

Describe the three ways information-based services can be distributed internationally and give an example of each.

Accepted Answer

Information-based services can be export

Question 11

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Accepted Answer

Aggreko describes itself as "The world l

Question 12

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

Accepted Answer

A)  binary regression 
B)  cluster analysis 
C)  structural equation models 
D)  gravity models 
E)  predictive models 
A)  binary regression 
B)  cluster analysis 
C)  structural equation models 
D)  gravity models 
E)  predictive models

Question 13

An example of a core service, whose physical distribution is severely restricted is ____________.

Accepted Answer

A)  McDonald's 
B)  Gold's Gym 
C)  Club Med 
D)  Accenture 
E)  Sun Microsystems 
A)  McDonald's 
B)  Gold's Gym 
C)  Club Med 
D)  Accenture 
E)  Sun Microsystems

Question 14

Give an example of a service with a locational constraint.

Accepted Answer

Ski resorts need to

Question 15

Which one of the following methods is NOT a banking service that can be delivered
a. Visit a wealthy customer's home
b. Internet.
c. Mobile phone.
d. Call centers.
e. ATM

Accepted Answer

The answer of Which one of the following methods is...

Question 16

The need for economies of scale often restricts choice of location for service facilities.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is an example of an economic incentive to improve asset utilization?

Accepted Answer

A)  Fixed costs are relatively easy to cover because not much capital is tied up in service facilities 
B)  Incremental costs of extended hours may be covered by increased revenue and decreased crowding 
C)  Advertising expenditures can be reduced because of the substantial increases in positive word-of-mouth 
D)  Workers are relatively less expensive when they work more hours 
E)  The cost to keep lights on and equipment running is not easily recouped by a few extra patrons. 
A)  Fixed costs are relatively easy to cover because not much capital is tied up in service facilities 
B)  Incremental costs of extended hours may be covered by increased revenue and decreased crowding 
C)  Advertising expenditures can be reduced because of the substantial increases in positive word-of-mouth 
D)  Workers are relatively less expensive when they work more hours 
E)  The cost to keep lights on and equipment running is not easily recouped by a few extra patrons.

Question 18

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

Accepted Answer

A) True 
 B)False

Question 19

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

Accepted Answer

For people processing services, the need

Question 20

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

Accepted Answer

A)  service standards 
B)  procedures 
C)  scripts 
D)  physical presentations 
E)  all of the above 
A)  service standards 
B)  procedures 
C)  scripts 
D)  physical presentations 
E)  all of the above

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

Which of the following is NOT one of the factors that encourage extended operating hours?

What three factors make investments in airport retailing appealing?

What are the two main options for exporting people processing services?

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

Which of the following is an example of a franchised service firm?

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

Describe the three ways information-based services can be distributed internationally and give an example of each.

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

An example of a core service, whose physical distribution is severely restricted is ____________.

Give an example of a service with a locational constraint.

Which one of the following methods is NOT a banking service that can be delivered a. Visit a wealthy customer's home b. Internet. c. Mobile phone. d. Call centers. e. ATM

The need for economies of scale often restricts choice of location for service facilities.

Which of the following is an example of an economic incentive to improve asset utilization?

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 5: Distributing Services Through Physical and Electronic Channels

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

Which of the following is NOT one of the factors that encourage extended operating hours?

What three factors make investments in airport retailing appealing?

What are the two main options for exporting people processing services?

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

Which of the following is an example of a franchised service firm?

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

Describe the three ways information-based services can be distributed internationally and give an example of each.

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

An example of a core service, whose physical distribution is severely restricted is ____________.

Give an example of a service with a locational constraint.

Which one of the following methods is NOT a banking service that can be delivered a. Visit a wealthy customer's home b. Internet. c. Mobile phone. d. Call centers. e. ATM

The need for economies of scale often restricts choice of location for service facilities.

Which of the following is an example of an economic incentive to improve asset utilization?

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters