Question 1

The start-up phase for a franchise business is shorter than that for an independent business, because of the existence of a well-known brand.

Accepted Answer

A) True 
 B)False

Question 2

When a firm offers multiple services at a single location, it is using a clustered service strategy.

Accepted Answer

A) True 
 B)False

Question 3

American Express, which offers financial and travel services on a global basis, is an example of a:

Accepted Answer

A)  focused service. 
B)  focused network. 
C)  clustered service. 
D)  diversified network. 
A)  focused service. 
B)  focused network. 
C)  clustered service. 
D)  diversified network.

Question 4

Which of the following is not a benefit to the franchisee of a franchise?

Accepted Answer

A)  Brand name 
B)  National advertising 
C)  Economics of scale 
D)  Autonomy 
A)  Brand name 
B)  National advertising 
C)  Economics of scale 
D)  Autonomy

Question 5

Following its initial success, the Kinko copying service employed a diversified network expansion strategy.

Accepted Answer

A) True 
 B)False

Question 6

Hedging is a strategy adopted by multinational corporations to neutralize their exposure to fluctuating currency exchange rates.

Accepted Answer

A) True 
 B)False

Question 7

A 5:00 p.m. pickup for FedEx was not workable in Spain owing to extended business hours. This is an example of cultural adoption under which of the following global service strategies:

Accepted Answer

A)  beating the clock. 
B)  service offshoring. 
C)  following your customers. 
D)  multicountry expansion. 
A)  beating the clock. 
B)  service offshoring. 
C)  following your customers. 
D)  multicountry expansion.

Question 8

A franchise is a low risk investment, because the franchiser ensures success.

Accepted Answer

A) True 
 B)False

Question 9

A diversified network is a situation where many services are offered at a single location.

Accepted Answer

A) True 
 B)False

Question 10

Multinational expansion by a service firm is:

Accepted Answer

A)  often driven by customer demand. 
B)  vital for growth. 
C)  not recommended for labor intensive operations. 
D)  primarily a defense strategy. 
A)  often driven by customer demand. 
B)  vital for growth. 
C)  not recommended for labor intensive operations. 
D)  primarily a defense strategy.

Question 11

Which of the following is not one of the major considerations in planning multinational operations?

Accepted Answer

A)  Cultural transferability 
B)  Technological compatibility 
C)  Network development 
D)  Host government policy 
A)  Cultural transferability 
B)  Technological compatibility 
C)  Network development 
D)  Host government policy

Question 12

"Develop foreign customers" is a consideration for the global service strategy of "following your customers". The relevant globalization factor is:

Accepted Answer

A)  cultural adoption. 
B)  customer contact. 
C)  complexity. 
D)  Customization. 
A)  cultural adoption. 
B)  customer contact. 
C)  complexity. 
D)  Customization.

Question 13

Mayo Clinic is a service firm that would fall under which of the following categories:

Accepted Answer

A)  single location, single service. 
B)  single location, multiservice. 
C)  multisite, single service 
D)  mulitsite, multiservice 
A)  single location, single service. 
B)  single location, multiservice. 
C)  multisite, single service 
D)  mulitsite, multiservice

Question 14

A company that adopts the concept of importing customers usually is following a multiservice single-site strategy. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 15

USAA, which provides financial services to military officers by mail, telephone, and Internet is an example of a:

Accepted Answer

A)  focused service. 
B)  focused network. 
C)  clustered service. 
D)  diversified network. 
A)  focused service. 
B)  focused network. 
C)  clustered service. 
D)  diversified network.

Question 16

The famous Mayo clinic in Minneapolis is an example of a firm that employs a clustered service strategy.

Accepted Answer

A) True 
 B)False

Question 17

McDonald's includes beer on its menu for German franchises. This is an example of _______

Accepted Answer

A)  cultural transferability. 
B)  network development. 
C)  host government policy. 
D)  labor norms. 
A)  cultural transferability. 
B)  network development. 
C)  host government policy. 
D)  labor norms.

Question 18

A community hospital is an example of a:

Accepted Answer

A)  diversified network. 
B)  focused network. 
C)  focused service. 
D)  clustered service. 
A)  diversified network. 
B)  focused network. 
C)  focused service. 
D)  clustered service.

Question 19

One of the advantages of franchising is that a firm can grow without the cost of developing key managers.

Accepted Answer

A) True 
 B)False

The start-up phase for a franchise business is shorter than that for an independent business, because of the existence of a well-known brand.

When a firm offers multiple services at a single location, it is using a clustered service strategy.

American Express, which offers financial and travel services on a global basis, is an example of a:

Which of the following is not a benefit to the franchisee of a franchise?

Following its initial success, the Kinko copying service employed a diversified network expansion strategy.

Hedging is a strategy adopted by multinational corporations to neutralize their exposure to fluctuating currency exchange rates.

A 5:00 p.m. pickup for FedEx was not workable in Spain owing to extended business hours. This is an example of cultural adoption under which of the following global service strategies:

A franchise is a low risk investment, because the franchiser ensures success.

A diversified network is a situation where many services are offered at a single location.

Multinational expansion by a service firm is:

Which of the following is not one of the major considerations in planning multinational operations?

"Develop foreign customers" is a consideration for the global service strategy of "following your customers". The relevant globalization factor is:

Mayo Clinic is a service firm that would fall under which of the following categories:

A company that adopts the concept of importing customers usually is following a multiservice single-site strategy. Multiple Choice

USAA, which provides financial services to military officers by mail, telephone, and Internet is an example of a:

The famous Mayo clinic in Minneapolis is an example of a firm that employs a clustered service strategy.

McDonald's includes beer on its menu for German franchises. This is an example of _______

A community hospital is an example of a:

One of the advantages of franchising is that a firm can grow without the cost of developing key managers.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 10: Globalization of Services

The start-up phase for a franchise business is shorter than that for an independent business, because of the existence of a well-known brand.

When a firm offers multiple services at a single location, it is using a clustered service strategy.

American Express, which offers financial and travel services on a global basis, is an example of a:

Which of the following is not a benefit to the franchisee of a franchise?

Following its initial success, the Kinko copying service employed a diversified network expansion strategy.

Hedging is a strategy adopted by multinational corporations to neutralize their exposure to fluctuating currency exchange rates.

A 5:00 p.m. pickup for FedEx was not workable in Spain owing to extended business hours. This is an example of cultural adoption under which of the following global service strategies:

A franchise is a low risk investment, because the franchiser ensures success.

A diversified network is a situation where many services are offered at a single location.

Multinational expansion by a service firm is:

Which of the following is not one of the major considerations in planning multinational operations?

"Develop foreign customers" is a consideration for the global service strategy of "following your customers". The relevant globalization factor is:

Mayo Clinic is a service firm that would fall under which of the following categories:

A company that adopts the concept of importing customers usually is following a multiservice single-site strategy. Multiple Choice

USAA, which provides financial services to military officers by mail, telephone, and Internet is an example of a:

The famous Mayo clinic in Minneapolis is an example of a firm that employs a clustered service strategy.

McDonald's includes beer on its menu for German franchises. This is an example of _______

A community hospital is an example of a:

One of the advantages of franchising is that a firm can grow without the cost of developing key managers.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters