Exam 5: Distributing services through physical and electronic channels

Dealing with a service organisation at 'arm's length' means customers and service providers interact through telecommunications or physical channels of distribution, rather than face to face.

Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?

Which of the following services would it be most appropriate for the customer to go to at a central location?

Which of the following characteristics are most likely to apply to adopters of self-service technologies?

How has the World Trade Organization been a driver of the internationalisation of services?

When a franchisor delegates the responsibility for recruiting, training and supporting franchisees, this strategy is referred to as 'master franchising'.

Develop a service blueprint for a newly-opened full service restaurant.

Websites for hotels are useful but for the most part customers prefer to deal with people rather than electronics when making their bookings.

Blueprinting identifies potential _________ points, where there is significant risk of things going wrong and diminishing service quality.

Saving money is a more important driver of channel choice than convenience for most service customers.

'A good idea and a good plan plus a franchise operation is the answer to developing a successful business.' Discuss this statement in terms of both a successful and non-successful franchise operation.

Key determinants in a service delivered in a bricks and mortar situation are cost and access to labour.

Outsourcing service provisions has become increasingly popular with service organisations in recent years.What are the problems organisations are likely to encounter when following this approach?

A ski resort in New Zealand offering a special hotel skiing package to tourists from Asia is exporting the service.

The use of globalised corporate banking, insurance and management consulting are examples of:

Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.

Among customers from a high-context Asian culture, which expectation about service encounters would be most likely?

ATMs are appearing in more and more places including inside supermarkets.This is an example of locational constraint.

Cultural values and norms which differ from the parent company and the overseas market are really not an issue.

Which one of the following cannot be classified as a barrier for a service firm to enter the export market?