Exam 4: Developing service products: core and supplementary service elements

Which of the steps in the planning, creating and delivering of services involves clarifying specific benefits offered to customers and the costs incurred in return?

(Multiple Choice)

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Question 21

In the 'Flower of Service' model, in what sense are supplementary services like petals surrounding the core product?

(Multiple Choice)

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Question 22

Which of the following is NOT a classification of service concepts in Maister and Schmenner's system?

(Multiple Choice)

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Question 23

Which of the following is NOT a benefit of consultation?

(Multiple Choice)

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Question 24

'Distinction between facilitating services and supporting services may not be always clear'.Discuss this statement, providing examples from a recent personal service encounter.

(Essay)

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Question 25

If required, an airline offers special meals for diabetic passengers, complimentary game packs and nappies for children, wheelchair access to its lounges and a special area for religious observances.These are examples of the:

(Multiple Choice)

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Question 26

In Levitt's 'total product concept' the basic benefit the customer is buying is the:

(Multiple Choice)

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Question 27

Using Ulrike de Bretani's process, discuss the changes which have taken place in the MacDonald's group to appeal to a new customer base.

(Essay)

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Question 28

Which of the following is NOT a supporting service in Lovelock's 'Flower of Service'?

(Multiple Choice)

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Question 29

According to Ulrike de Brentani (2000) there are at least four areas that require particular attention in the process used for creating, developing and launching new services.Which of the following is NOT one of them?

(Multiple Choice)

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Question 30

Which of the following best describes a service shop?

(Multiple Choice)

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Question 31

From the marketer's perspective, non-controllable external brand communications involving word-of-mouth and publicity are important because they affect the strength of the service _______.

(Multiple Choice)

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Question 32

A 'service factory' is characterised by low degrees of personal interaction and customisation and high labour intensity.

(True/False)

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Question 33

The messages conveyed by the presented brand result in _______.

(Multiple Choice)

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Question 34

Assume you are running an optometrist's office or veterinary surgery.Discuss how you can enhance delivery of each of these businesses' supplementary services using information technology.

(Essay)

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Question 35

With the Federal Government's push to increase the number of super clinics, how would you determine what services are required by consumers and how they could best be provided?

(Essay)

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Question 36

Which of the following is NOT a facilitating service in Lovelock's 'Flower of Service'?

(Multiple Choice)

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Question 37

_______ services are indispensable to delivery and consumption of the core service.

(Multiple Choice)

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Question 38

A motel offers parking facilities for recreational vehicles, a kennel area for pets and a storage facility for excess baggage.These are examples of the:

(Multiple Choice)

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Question 39

Service redesign includes the following types of service: direct, pre-service, bundled service and physical service.

(True/False)

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Question 40

Showing 21 - 40 of 75

Which of the steps in the planning, creating and delivering of services involves clarifying specific benefits offered to customers and the costs incurred in return?

In the 'Flower of Service' model, in what sense are supplementary services like petals surrounding the core product?

Which of the following is NOT a classification of service concepts in Maister and Schmenner's system?

Which of the following is NOT a benefit of consultation?

'Distinction between facilitating services and supporting services may not be always clear'.Discuss this statement, providing examples from a recent personal service encounter.

If required, an airline offers special meals for diabetic passengers, complimentary game packs and nappies for children, wheelchair access to its lounges and a special area for religious observances.These are examples of the:

In Levitt's 'total product concept' the basic benefit the customer is buying is the:

Using Ulrike de Bretani's process, discuss the changes which have taken place in the MacDonald's group to appeal to a new customer base.

Which of the following is NOT a supporting service in Lovelock's 'Flower of Service'?

According to Ulrike de Brentani (2000) there are at least four areas that require particular attention in the process used for creating, developing and launching new services.Which of the following is NOT one of them?

Which of the following best describes a service shop?

From the marketer's perspective, non-controllable external brand communications involving word-of-mouth and publicity are important because they affect the strength of the service _______.

A 'service factory' is characterised by low degrees of personal interaction and customisation and high labour intensity.

The messages conveyed by the presented brand result in _______.

Assume you are running an optometrist's office or veterinary surgery.Discuss how you can enhance delivery of each of these businesses' supplementary services using information technology.

With the Federal Government's push to increase the number of super clinics, how would you determine what services are required by consumers and how they could best be provided?

Which of the following is NOT a facilitating service in Lovelock's 'Flower of Service'?

_______ services are indispensable to delivery and consumption of the core service.

A motel offers parking facilities for recreational vehicles, a kennel area for pets and a storage facility for excess baggage.These are examples of the:

Service redesign includes the following types of service: direct, pre-service, bundled service and physical service.

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

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