Exam 4: Developing Service Products Core and Supplementary Elements

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

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(True/False)

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Question 1

Correct Answer:

Verified

False

Brand meaning has a stronger impact on brand equity than brand awareness.

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(True/False)

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Question 2

Correct Answer:

Verified

True

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

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(Essay)

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Question 3

Correct Answer:

Verified

The three factors that lead to success in new financial services are market synergy, organizational factors, and market research factors. Market synergy refers to the ability of new offerings to fit well with the existing image of a firm, to meet customer needs, and to receive strong support from a firm and its branches. Organizational factors include strong interfunctional cooperation and coordination and a clear direction for the development team. Finally, market research is conducted early in the development process with a clear idea of the type of information needed.

____________ represent a special type of order taking that entitles customers to a specific unit of service.

(Multiple Choice)

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Question 4

Give an example of a consultation element.

(Essay)

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Question 5

Amazon offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

(Multiple Choice)

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Question 6

____________ is required either for service delivery or use of core product.

(Multiple Choice)

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Question 7

____________ supply the central, problem-solving benefit that customers seek.

(Multiple Choice)

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Question 8

Provide an example of a major process innovation.

(Essay)

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Question 9

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

(Multiple Choice)

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Question 10

New service categories include ____________.

(Multiple Choice)

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Question 11

Three factors that contribute to the success of new service development are:

(Multiple Choice)

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Question 12

The term "branded house" is used to describe firms like Virgin Group that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

(True/False)

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Question 13

What are the branding alternatives for service firms?

(Essay)

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Question 14

Supplementary service innovations are the most common type of innovation.

(True/False)

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Question 15

Supplementary services play an important role in differentiation and positioning when core products become commoditized.

(True/False)

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Question 16

To obtain full value from any good or service, customers need relevant information.

(True/False)

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Question 17

Give two examples of facilitating services.

(Short Answer)

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Question 18

Describe the four types of "exceptions" listed in the chapter.

(Essay)

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Question 19

Explain how the core product and supplementary services are integrated in the context of an overnight hotel stay.

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Question 20

Showing 1 - 20 of 45

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Brand meaning has a stronger impact on brand equity than brand awareness.

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

____________ represent a special type of order taking that entitles customers to a specific unit of service.

Give an example of a consultation element.

Amazon offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

____________ is required either for service delivery or use of core product.

____________ supply the central, problem-solving benefit that customers seek.

Provide an example of a major process innovation.

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

New service categories include ____________.

Three factors that contribute to the success of new service development are:

The term "branded house" is used to describe firms like Virgin Group that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

What are the branding alternatives for service firms?

Supplementary service innovations are the most common type of innovation.

Supplementary services play an important role in differentiation and positioning when core products become commoditized.

To obtain full value from any good or service, customers need relevant information.

Give two examples of facilitating services.

Describe the four types of "exceptions" listed in the chapter.

Explain how the core product and supplementary services are integrated in the context of an overnight hotel stay.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 4: Developing Service Products Core and Supplementary Elements

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Brand meaning has a stronger impact on brand equity than brand awareness.

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

____________ represent a special type of order taking that entitles customers to a specific unit of service.

Give an example of a consultation element.

Amazon offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

____________ is required either for service delivery or use of core product.

____________ supply the central, problem-solving benefit that customers seek.

Provide an example of a major process innovation.

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

New service categories include ____________.

Three factors that contribute to the success of new service development are:

The term "branded house" is used to describe firms like Virgin Group that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

What are the branding alternatives for service firms?

Supplementary service innovations are the most common type of innovation.

Supplementary services play an important role in differentiation and positioning when core products become commoditized.

To obtain full value from any good or service, customers need relevant information.

Give two examples of facilitating services.

Describe the four types of "exceptions" listed in the chapter.

Explain how the core product and supplementary services are integrated in the context of an overnight hotel stay.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.