Question 1

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Accepted Answer

A)  Target profitable customers, employing behavior segmentation rather than demographics. 
B)  Achieve a superior understanding of what your targeted customers value. 
C)  Design facilities that delight your customers and reduce complaints. 
D)  Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience. 
E)  Make everyone a brand manager. 
A)  Target profitable customers, employing behavior segmentation rather than demographics. 
B)  Achieve a superior understanding of what your targeted customers value. 
C)  Design facilities that delight your customers and reduce complaints. 
D)  Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience. 
E)  Make everyone a brand manager.

Question 3

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

Accepted Answer

A)  Core products 
B)  Supplementary services 
C)  Delivery processes 
D)  Sustaining processes 
E)  Conditional services 
A)  Core products 
B)  Supplementary services 
C)  Delivery processes 
D)  Sustaining processes 
E)  Conditional services

Question 4

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

Accepted Answer

A)  Greeting 
B)  Toilets and washrooms 
C)  Advice 
D)  Food and beverages 
E)  Transport 
A)  Greeting 
B)  Toilets and washrooms 
C)  Advice 
D)  Food and beverages 
E)  Transport

Question 5

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

Accepted Answer

A) True 
 B)False

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

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

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

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

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

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

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

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

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

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