Exam 5: Distributing services through physical and electronic channels

Discuss the ways in which a service company might manage consumer resistance to changes in their service delivery.Illustrate using a recent personal experience.

(Essay)

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Question 41

For services delivered face to face, why is the trend towards requiring consumers to come to the service provider, rather than the provider travelling to consumers?

(Multiple Choice)

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Question 42

Which of the following is not a possession-processing service?

(Multiple Choice)

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Question 43

The force behind service-based operations success in the international market is influenced by:

(Multiple Choice)

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Question 44

With the improvement in electronic methods and the greater understanding of the use of these methods, organisations can confidently predict that:

(Multiple Choice)

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Question 45

Which of the following is NOT a consideration when determining where to put a physical 'bricks and mortar' distribution centre?

(Multiple Choice)

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Question 46

Franchising is being used extensively in both consumer and B2B industries.The reason for this includes:

(Multiple Choice)

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Question 47

Advances in _____ and computer ????_ have spurred many new approaches to ____ delivery.

(Multiple Choice)

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Question 48

When an organisation develops a franchisee arm, the advantage of delegating activities to franchisees is that:

(Multiple Choice)

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Question 49

Many organisations are supplementing their 'bricks and mortar' venues with an online presence.Which of the following is a potential disadvantage to this practice?

(Multiple Choice)

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Question 50

Blueprinting is a sophisticated version of flowcharting that considers every activity needed to create and deliver a service.

(True/False)

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Question 51

Which of the following best describes 'arm's length' transactions?

(Multiple Choice)

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Question 52

Although websites are becoming increasingly sophisticated, their biggest problem is that they lack user-friendliness.

(True/False)

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Question 53

Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?

(Multiple Choice)

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Question 54

Using the Flower of Service Model and an organisation of your choice, demonstrate how this model is applied in practice.

(Essay)

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Question 55

Not all organisations can see the value of 24-hour-a-day, 7-days-a-week operation to provide the services that they offer.

(True/False)

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Question 56

Which of the following are benefits that increase customer satisfaction when the service is provided by self-service technologies?

(Multiple Choice)

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Question 57

Which one of the following countries could most readily be described as having a high context culture?

(Multiple Choice)

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Question 58

Which of the following are included in the typical sales cycle distribution flow for an intangible service?

(Multiple Choice)

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Question 59

The need for a customer to be present to receive a service makes which of the following considerations for distribution important?

(Multiple Choice)

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Question 60

Showing 41 - 60 of 75

Discuss the ways in which a service company might manage consumer resistance to changes in their service delivery.Illustrate using a recent personal experience.

For services delivered face to face, why is the trend towards requiring consumers to come to the service provider, rather than the provider travelling to consumers?

Which of the following is not a possession-processing service?

The force behind service-based operations success in the international market is influenced by:

With the improvement in electronic methods and the greater understanding of the use of these methods, organisations can confidently predict that:

Which of the following is NOT a consideration when determining where to put a physical 'bricks and mortar' distribution centre?

Franchising is being used extensively in both consumer and B2B industries.The reason for this includes:

Advances in _____ and computer ????_ have spurred many new approaches to ____ delivery.

When an organisation develops a franchisee arm, the advantage of delegating activities to franchisees is that:

Many organisations are supplementing their 'bricks and mortar' venues with an online presence.Which of the following is a potential disadvantage to this practice?

Blueprinting is a sophisticated version of flowcharting that considers every activity needed to create and deliver a service.

Which of the following best describes 'arm's length' transactions?

Although websites are becoming increasingly sophisticated, their biggest problem is that they lack user-friendliness.

Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?

Using the Flower of Service Model and an organisation of your choice, demonstrate how this model is applied in practice.

Not all organisations can see the value of 24-hour-a-day, 7-days-a-week operation to provide the services that they offer.

Which of the following are benefits that increase customer satisfaction when the service is provided by self-service technologies?

Which one of the following countries could most readily be described as having a high context culture?

Which of the following are included in the typical sales cycle distribution flow for an intangible service?

The need for a customer to be present to receive a service makes which of the following considerations for distribution important?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

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

Filters

Exam 5: Distributing services through physical and electronic channels

Discuss the ways in which a service company might manage consumer resistance to changes in their service delivery.Illustrate using a recent personal experience.

For services delivered face to face, why is the trend towards requiring consumers to come to the service provider, rather than the provider travelling to consumers?

Which of the following is not a possession-processing service?

The force behind service-based operations success in the international market is influenced by:

With the improvement in electronic methods and the greater understanding of the use of these methods, organisations can confidently predict that:

Which of the following is NOT a consideration when determining where to put a physical 'bricks and mortar' distribution centre?

Franchising is being used extensively in both consumer and B2B industries.The reason for this includes:

Advances in _________ and computer ????_________ have spurred many new approaches to ________ delivery.

When an organisation develops a franchisee arm, the advantage of delegating activities to franchisees is that:

Many organisations are supplementing their 'bricks and mortar' venues with an online presence.Which of the following is a potential disadvantage to this practice?

Blueprinting is a sophisticated version of flowcharting that considers every activity needed to create and deliver a service.

Which of the following best describes 'arm's length' transactions?

Although websites are becoming increasingly sophisticated, their biggest problem is that they lack user-friendliness.

Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?

Using the Flower of Service Model and an organisation of your choice, demonstrate how this model is applied in practice.

Not all organisations can see the value of 24-hour-a-day, 7-days-a-week operation to provide the services that they offer.

Which of the following are benefits that increase customer satisfaction when the service is provided by self-service technologies?

Which one of the following countries could most readily be described as having a high context culture?

Which of the following are included in the typical sales cycle distribution flow for an intangible service?

The need for a customer to be present to receive a service makes which of the following considerations for distribution important?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

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

Filters

Advances in _____ and computer ????_ have spurred many new approaches to ____ delivery.