Exam 5: Distributing services through physical and electronic channels

Another finding is that self-service technology (SST) _________ are better predictors of SST _________ than individual _________.

An automated kiosk such as those offered by bank and building society ATMs is an example of:

Consumers who value the functional aspects of a transaction and more convenience will be more likely to use:

In which of the following situations would a company have the most ability to protect its intellectual property through legal means?

In which of the following situations would an organisation benefit most from exporting directly?

Franchising has become a popular way to expand delivery of an effective service concept which embraces all of the:

A university is setting up new courses and hoping to attract international students.What issues need to be considered in developing a suitable international services distribution system?

_________ developed and popularised service blueprinting after studying techniques for industrial process design and control of workflows.

Which of the following is NOT a reason why, in the past, retail and professional services' traditional schedules were only available for between 40 and 50 hours a week?

Which of the following is NOT a factor in the changing availability of services to the general public?

Decisions on where, when and how services are delivered have been influenced by the continuing changes in technology.When is it most appropriate to use bricks-and-mortar facilities rather than technology-based outlets? Illustrate with examples.

Discuss the decisions faced by management when planning and configuring the service delivery process.What role can blueprinting play in this process? How would you differentiate between a flowchart and a blueprint?

Which of the following products could be classified as having the characteristics which will meet a common customer need?

Many service organisations find it cost-effective to use intermediaries to outsource some of their tasks.An example of this, with regard to hotel and airline bookings, is to:

It is popularly believed that old people will not use information technology, preferring instead to stay with the ways they are familiar with.Do you agree with this statement? Justify your answer.

For complex or high perceived risk services, customers tend to rely on personal channels.

An increasing number of service companies have an international presence and a global brand.

Which of the following is NOT a method of service delivery?

More recently, entrepreneurs have taken advantage of the Internet to create new services.Which of the following is NOT one of the four innovations of particular interest?

Which of the following is a product that could most effectively be delivered to consumers through the Internet?