Exam 5: Distributing services through physical and electronic channels

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Airport terminals such as those in Singapore's Changi have increased their offerings from a straight airport facility to shopping and entertainment centres.This is an example of:

(Multiple Choice)

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Question 61

Assume you are running a very successful restaurant business in Sydney's CBD.What would be the most appropriate way of expanding this business using intermediaries in other parts of Sydney or further afield in Australia? How would you meet the challenge of maintaining consistency of quality?

(Essay)

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Question 62

The role of distribution plays a minimal part in the provision of services compared to a physical product.

(True/False)

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Question 63

Electronic channels can be used in a variety of service transactions alone.Which of the following is a service that could be maintained only through electronic channels?

(Multiple Choice)

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Question 64

Internet banking, online shopping and online bookings are all examples of the use of interactive kiosks.

(True/False)

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Question 65

Some basic requirements must be met for a service blueprint to be effective.Which one of the following may NOT be one of them?

(Multiple Choice)

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Question 66

E-commerce allows researchers to gather data on what customers are seeking and their search behaviours.

(True/False)

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Question 67

Which of the following factors is encouraging a move from conventional services toward Internet purchasing?

(Multiple Choice)

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Question 68

Which of the following is NOT based on a self-service based technology?

(Multiple Choice)

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Question 69

When consumers are required to be physically present throughout service delivery, location and operational schedules are less important.

(True/False)

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Question 70

People-processing services need direct contact with their customers and the best methods of doing this are by:

(Multiple Choice)

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Question 71

The choice of a venue to provide and distribute a service is dependent on the service being offered.

(True/False)

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Question 72

Changes in legislation with regard to trading hours and the emergence of multicultural societies are some of the factors in the move toward 24/7 operations.

(True/False)

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Question 73

The process of diagrammatically considering every activity needed to create and deliver a service is called _________.

(Multiple Choice)

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Question 74

A difficulty with SSTs is that compared to the traditional personal service they are not always able to provide a consistent service.

(True/False)

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Question 75

Showing 61 - 75 of 75

Airport terminals such as those in Singapore's Changi have increased their offerings from a straight airport facility to shopping and entertainment centres.This is an example of:

Assume you are running a very successful restaurant business in Sydney's CBD.What would be the most appropriate way of expanding this business using intermediaries in other parts of Sydney or further afield in Australia? How would you meet the challenge of maintaining consistency of quality?

The role of distribution plays a minimal part in the provision of services compared to a physical product.

Electronic channels can be used in a variety of service transactions alone.Which of the following is a service that could be maintained only through electronic channels?

Internet banking, online shopping and online bookings are all examples of the use of interactive kiosks.

Some basic requirements must be met for a service blueprint to be effective.Which one of the following may NOT be one of them?

E-commerce allows researchers to gather data on what customers are seeking and their search behaviours.

Which of the following factors is encouraging a move from conventional services toward Internet purchasing?

Which of the following is NOT based on a self-service based technology?

When consumers are required to be physically present throughout service delivery, location and operational schedules are less important.

People-processing services need direct contact with their customers and the best methods of doing this are by:

The choice of a venue to provide and distribute a service is dependent on the service being offered.

Changes in legislation with regard to trading hours and the emergence of multicultural societies are some of the factors in the move toward 24/7 operations.

The process of diagrammatically considering every activity needed to create and deliver a service is called _________.

A difficulty with SSTs is that compared to the traditional personal service they are not always able to provide a consistent service.

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

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