Exam 5: Distributing Services Through Physical and Electronic Channels

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

First Direct describes itself as the largest virtual bank in the world.

A truck stop is a good example of a ____________.

What three factors make investments in airport retailing appealing?

Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and relevant.

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

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.

Describe the key drivers of how consumers choose between personal, impersonal, and self-service channels.

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

List the five factors that encourage extended operating hours.

A local presence may be necessary when exporting information-based services for which of the following reasons?

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.

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

A key driver of Swissôtels & Resorts online booking success is the hotel's "Best Rate Guarantee."

____________ 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 arbitrage in the context of service provider pricing.

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

List the six options for service delivery (three natures of interaction between the customer and service organization; two availabilities of service outlets) and provide an example of a service that falls into each category.

Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.

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