Exam 2: Service Strategy

The qualifier for an airline offering short commuter flights is ________.

Porter's five forces analysis does not include which one of the following considerations?

The Internet of Things (IoT) trajectory begins with ________.

Which of the following stages of a firm's competitiveness describes customers who seek out a firm based upon its sustained reputation for meeting customer expectations?

Wisdom is the last layer of the five layer data analytic model.

Ordering from L.L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale.

Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of ________.

For a firm achieving "journeyman" competitive status, the back-office function is considered an activity that plays an important role in service delivery.

Quality is considered to be a structural element of the strategic service concept.

American Airlines' early development of the SABRE reservation system became the foundation for its yield management innovation.

Selling information and developing new services are examples of the role that information technology plays in generating revenue.

Information databases are an asset, because they represent a source of revenue.

The IRS has identified frequent-user programs as anti-competitive.

Real-time information technologies that have a focus on internal operations can play a competitive role in increasing revenue opportunities. Which one of the following uses of information does not play a role in generating revenue?

Porter's five forces analysis is used at the industry level to determine competitive intensity.

A characteristic of the overall cost leadership strategy is the incurring of start-up losses to build market share.

Firms classified as "available for service" view quality improvement efforts with disdain.

When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized.

Service encounter, quality, information, and capacity planning are all managerial elements of a strategic service concept.

Not satisfied with just meeting customer expectations, this category of service firms expands upon the expectations to levels that competitors find difficult to meet.