Question 1

Describe the key drivers of how consumers choose between personal, impersonal, and self-service channels.

Accepted Answer

Complex and high-perceived risk services

Question 2

Aggreko has experience in all the following kinds of situation except __________.

Accepted Answer

A) restoring power to cyclone devastated towns 
B) providing temporary capacity for a power-generating plant 
C) providing shore-based source of power when a ship is docked at a remote port 
D) clearing out the debris after a fire in a resident's home 
E) drying out a hotel that has been damaged by water due to a hurricane 
A) restoring power to cyclone devastated towns 
B) providing temporary capacity for a power-generating plant 
C) providing shore-based source of power when a ship is docked at a remote port 
D) clearing out the debris after a fire in a resident's home 
E) drying out a hotel that has been damaged by water due to a hurricane

Question 3

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

Accepted Answer

A) single source market 
B) economy of scale 
C) ministore 
D) economy of scope 
E) multi-brand strategy 
A) single source market 
B) economy of scale 
C) ministore 
D) economy of scope 
E) multi-brand strategy

Question 4

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

Accepted Answer

A) The Internet 
B) International trade 
C) Franchising 
D) Sole proprietorship 
E) Limited partnership 
A) The Internet 
B) International trade 
C) Franchising 
D) Sole proprietorship 
E) Limited partnership

Question 5

List the five factors that encourage extended operating hours.

Accepted Answer

Economic pressure from consume

Question 6

For services that are complex and have a high perceived risk, people tend to rely on personal channels.

Accepted Answer

A) True 
 B)False

Question 7

Which supplementary services from the Flower of Service can be conducted remotely?

Accepted Answer

Information, consultation, ord

Question 8

Frequent flyers are often willing to use special counters to avoid queues.

Accepted Answer

A) True 
 B)False

Question 9

What problems can a company like Uber most likely face in entering international markets?

Accepted Answer

The biggest challenge for them

Question 10

Intermediaries are most often used in core service and not in supplementary services.

Accepted Answer

A) True 
 B)False

Question 11

How does Emirates Airline use different channels for varying customer groups?

Accepted Answer

Emirates Airline uses self-che

Question 12

The following is an example of a highly regulated service market where it is difficult for international players to enter.

Accepted Answer

A) Healthcare 
B) Logistics 
C) Advertising 
D) Fast food 
A) Healthcare 
B) Logistics 
C) Advertising 
D) Fast food

Question 13

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Accepted Answer

Aggreko describes itself as "The world l

Question 14

Which one of the following methods is NOT a banking service that can be delivered remotely?

Accepted Answer

A) Face-to-face. 
B) Internet. 
C) Mobile phone. 
D) Call centers. 
E) All of the above are bank service delivery methods. 
A) Face-to-face. 
B) Internet. 
C) Mobile phone. 
D) Call centers. 
E) All of the above are bank service delivery methods.

Question 15

How does the control of IP and sources of value creation, as well as the degree of customer interaction affect international market entry?

Accepted Answer

Where a firm's IP and value creation sou

Question 16

Many core services require a physical location, and this severely restricts distribution.

Accepted Answer

A) True 
 B)False

Question 17

Provide examples of services, which require customer visiting the site, and services where the provider goes to customer.

Accepted Answer

Customer visiting the service

Question 18

______________ is an example of a service that has become global within a few years .

Accepted Answer

A) FedEx 
B) Starbucks 
C) DHL 
D) Airbnb 
E) Dunkin' Donuts 
A) FedEx 
B) Starbucks 
C) DHL 
D) Airbnb 
E) Dunkin' Donuts

Question 19

Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and relevant.

Accepted Answer

A) Access; alert; update 
B) Complement; alert; conceal 
C) Access; attract; conceal 
D) Access; guide; conceal 
E) Complement; guide; conceal 
A) Access; alert; update 
B) Complement; alert; conceal 
C) Access; attract; conceal 
D) Access; guide; conceal 
E) Complement; guide; conceal

Question 20

While selecting a tactical distribution site, convenience is more important than competitors in that area.

Accepted Answer

A) True 
 B)False

Describe the key drivers of how consumers choose between personal, impersonal, and self-service channels.

Aggreko has experience in all the following kinds of situation except __________.

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

List the five factors that encourage extended operating hours.

For services that are complex and have a high perceived risk, people tend to rely on personal channels.

Which supplementary services from the Flower of Service can be conducted remotely?

Frequent flyers are often willing to use special counters to avoid queues.

What problems can a company like Uber most likely face in entering international markets?

Intermediaries are most often used in core service and not in supplementary services.

How does Emirates Airline use different channels for varying customer groups?

The following is an example of a highly regulated service market where it is difficult for international players to enter.

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Which one of the following methods is NOT a banking service that can be delivered remotely?

How does the control of IP and sources of value creation, as well as the degree of customer interaction affect international market entry?

Many core services require a physical location, and this severely restricts distribution.

Provide examples of services, which require customer visiting the site, and services where the provider goes to customer.

______________ is an example of a service that has become global within a few years .

Integrating mobile devices into the service delivery infrastructure can be used as a means to services, customers to opportunities or problems, and information in real time to ensure that it is continuously accurate and relevant.

While selecting a tactical distribution site, convenience is more important than competitors in that area.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

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 5: Distributing Service through Physical and Electronic Channels

Describe the key drivers of how consumers choose between personal, impersonal, and self-service channels.

Aggreko has experience in all the following kinds of situation except __________.

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

List the five factors that encourage extended operating hours.

For services that are complex and have a high perceived risk, people tend to rely on personal channels.

Which supplementary services from the Flower of Service can be conducted remotely?

Frequent flyers are often willing to use special counters to avoid queues.

What problems can a company like Uber most likely face in entering international markets?

Intermediaries are most often used in core service and not in supplementary services.

How does Emirates Airline use different channels for varying customer groups?

The following is an example of a highly regulated service market where it is difficult for international players to enter.

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

Which one of the following methods is NOT a banking service that can be delivered remotely?

How does the control of IP and sources of value creation, as well as the degree of customer interaction affect international market entry?

Many core services require a physical location, and this severely restricts distribution.

Provide examples of services, which require customer visiting the site, and services where the provider goes to customer.

______________ is an example of a service that has become global within a few years .

Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and relevant.

While selecting a tactical distribution site, convenience is more important than competitors in that area.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

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

Integrating mobile devices into the service delivery infrastructure can be used as a means to services, customers to opportunities or problems, and information in real time to ensure that it is continuously accurate and relevant.