Exam 4: Developing Service Products: Core and Supplementary Elements

At it's simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

(Multiple Choice)

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Question 21

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

(Multiple Choice)

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Question 22

To obtain full value from any good or service, customers need relevant information.

(True/False)

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Question 23

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

(True/False)

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Question 24

Which of the following is NOT one of British Airways seven distinct air travel products?

(Multiple Choice)

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Question 25

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

(Essay)

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Question 26

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

(Essay)

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Question 27

Which of the following is an example of a special request in advance of service delivery?

(Multiple Choice)

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Question 28

A company's ____________ helps to determine which supplementary services should be included.

(Multiple Choice)

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Question 29

____________ represent a special type of order taking that entitles customers to a specific unit of service.

(Multiple Choice)

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Question 30

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

(Multiple Choice)

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Question 31

Draw the flowchart that might be involved in eating in a fast-food restaurant.

(Essay)

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Question 32

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

(True/False)

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Question 33

The search for competitive advantage rarely centers on supplementary services.

(True/False)

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Question 34

Core products are always surrounded by the same eight supplementary elements as they evolve.

(True/False)

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Question 35

Which of the following is NOT considered an example of a hospitality element?

(Multiple Choice)

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Question 36

Give an example of a consultation element.

(Essay)

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Question 37

Singapore Airlines Raffles Class is an example of a(n) ____________.

(Multiple Choice)

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Question 38

____________ supply the central, problem-solving benefit that customers seek.

(Multiple Choice)

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Question 39

Information processing services tend to be the most demanding in terms of supplementary elements.

(True/False)

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Question 40

Showing 21 - 40 of 45

At it's simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

To obtain full value from any good or service, customers need relevant information.

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Which of the following is NOT one of British Airways seven distinct air travel products?

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

Which of the following is an example of a special request in advance of service delivery?

A company's ____________ helps to determine which supplementary services should be included.

____________ represent a special type of order taking that entitles customers to a specific unit of service.

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

The search for competitive advantage rarely centers on supplementary services.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Which of the following is NOT considered an example of a hospitality element?

Give an example of a consultation element.

Singapore Airlines Raffles Class is an example of a(n) ____________.

____________ supply the central, problem-solving benefit that customers seek.

Information processing services tend to be the most demanding in terms of supplementary elements.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services Through Physical and Electronic Channels

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 4: Developing Service Products: Core and Supplementary Elements

At it's simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

To obtain full value from any good or service, customers need relevant information.

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Which of the following is NOT one of British Airways seven distinct air travel products?

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

Which of the following is an example of a special request in advance of service delivery?

A company's ____________ helps to determine which supplementary services should be included.

____________ represent a special type of order taking that entitles customers to a specific unit of service.

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

The search for competitive advantage rarely centers on supplementary services.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Which of the following is NOT considered an example of a hospitality element?

Give an example of a consultation element.

Singapore Airlines Raffles Class is an example of a(n) ____________.

____________ supply the central, problem-solving benefit that customers seek.

Information processing services tend to be the most demanding in terms of supplementary elements.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services Through Physical and Electronic Channels

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

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.