Exam 4: Developing Service Products: Core and Supplementary Elements

____________ came up with the novel idea of an arrivals lounge for its terminals to serve passengers arriving early in the morning after a long overnight flight from the Americas, Asia, Africa, and Australia.

(Multiple Choice)

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Question 21

The three factors that contribute the most to achieving success of new service development in order of importance are:

(Multiple Choice)

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Question 22

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

(Multiple Choice)

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Question 23

What three components must the value proposition address and integrate?

(Essay)

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Question 24

Give two examples of billing elements.

(Essay)

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Question 25

Singapore Airlines is well recognized for both their superior meals and attentive cabin crew.

(True/False)

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Question 26

What are the two roles of supplementary services?

(Essay)

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Question 27

Give an example of a consultation element.

(Essay)

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Question 28

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

(Multiple Choice)

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Question 29

Providers of more intangible services offer a "menu" of products, representing carefully prescribed value-added supplementary service built around the core offering.

(True/False)

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Question 30

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

(Multiple Choice)

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Question 31

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

(Essay)

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Question 32

Firms actually benefit from late payments, because they reduce the amount of accounts payable.

(True/False)

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Question 33

Describe the four types of "exceptions" listed in the chapter.

(Essay)

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Question 34

Consumption of the core product is sandwiched between use of supplementary services that are needed earlier or later in the delivery sequence.

(True/False)

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Question 35

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

(True/False)

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Question 36

Why do firms benefit from prompt payments?

(Essay)

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Question 37

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

(True/False)

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Question 38

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

(Multiple Choice)

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Question 39

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 40

Showing 21 - 40 of 45

____________ came up with the novel idea of an arrivals lounge for its terminals to serve passengers arriving early in the morning after a long overnight flight from the Americas, Asia, Africa, and Australia.

The three factors that contribute the most to achieving success of new service development in order of importance are:

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

What three components must the value proposition address and integrate?

Give two examples of billing elements.

Singapore Airlines is well recognized for both their superior meals and attentive cabin crew.

What are the two roles of supplementary services?

Give an example of a consultation element.

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

Providers of more intangible services offer a "menu" of products, representing carefully prescribed value-added supplementary service built around the core offering.

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

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

Firms actually benefit from late payments, because they reduce the amount of accounts payable.

Describe the four types of "exceptions" listed in the chapter.

Consumption of the core product is sandwiched between use of supplementary services that are needed earlier or later in the delivery sequence.

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

Why do firms benefit from prompt payments?

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

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

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

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

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