Question 1

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

Accepted Answer

Information-based services can be exported to a local service factory. Movies made in the United States are often shown in other countries. Customers can also be imported to receive information-based services, as in the case of universities. The other way information-based services can be distributed internationally is via telecommunications export and then local transformation. This is how major credit cards like Visa are able to offer customers financial services abroad.

Question 2

What three interrelated elements does distribution embrace in a typical sales cycle?

Accepted Answer

A)  Information and process flow, promotion flow, and place flow. 
B)  Information and promotion flow, negotiation flow, and product flow. 
C)  Product flow, price flow, and place flow. 
D)  Product flow, promotion flow, and place flow. 
E)  Process flow, promotion flow, and place flow. 
A)  Information and process flow, promotion flow, and place flow. 
B)  Information and promotion flow, negotiation flow, and product flow. 
C)  Product flow, price flow, and place flow. 
D)  Product flow, promotion flow, and place flow. 
E)  Process flow, promotion flow, and place flow. B

Question 3

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

Accepted Answer

Export the service concept or import customers

Question 4

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Accepted Answer

People processing may be affected by cos

Question 5

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

Accepted Answer

A) True 
 B)False

Question 6

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 7

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

Accepted Answer

1) Development of "smart" mobile phones

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

The Internet is superior to traditional channels because ____________.

Accepted Answer

A)  costs are much lower when there is no physical location. 
B)  the Internet is always open for business, whereas traditional channels may have limited hours. 
C)  more customers will eventually access the Internet than will use traditional channels. 
D)  it's better able to help researchers collect data on consumer information and search behaviors. 
E)  it can distribute both products and services much faster. 
A)  costs are much lower when there is no physical location. 
B)  the Internet is always open for business, whereas traditional channels may have limited hours. 
C)  more customers will eventually access the Internet than will use traditional channels. 
D)  it's better able to help researchers collect data on consumer information and search behaviors. 
E)  it can distribute both products and services much faster.

Question 10

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 11

A ministore is a single-site service business that involves creating an innovative service factory.

Accepted Answer

A) True 
 B)False

Question 12

Being open on Sunday is part of Chick-fil-A's value strategy.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Give an example of a service with a locational constraint.

Accepted Answer

Ski resorts need to

Question 15

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 16

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

Question 17

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 18

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

Accepted Answer

A) True 
 B)False

Question 19

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 20

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

Accepted Answer

A) True 
 B)False

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

What three interrelated elements does distribution embrace in a typical sales cycle?

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

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

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

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

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

The Internet is superior to traditional channels because ____________.

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

A ministore is a single-site service business that involves creating an innovative service factory.

Being open on Sunday is part of Chick-fil-A's value strategy.

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

Give an example of a service with a locational constraint.

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

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

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.

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

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

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

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

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

What three interrelated elements does distribution embrace in a typical sales cycle?

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

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

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

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

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

The Internet is superior to traditional channels because ____________.

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

A ministore is a single-site service business that involves creating an innovative service factory.

Being open on Sunday is part of Chick-fil-A's value strategy.

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

Give an example of a service with a locational constraint.

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

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

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.

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

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

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

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