Question 1

Give an example of a firm where the service provider visits the customers.

Accepted Answer

Compass Group, the largest food service organization in the United Kingdom and Ireland.

Question 2

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

Accepted Answer

1) Development of "smart" mobile phones and PDAs, and Wi-Fi high-speed Internet, 2) usage of voice recognition technology, 3) creation of Web sites that provide information, take orders and deliver information, and 4) commercialization of smart cards containing microchips that store detailed customer information.

Question 3

A local presence may be necessary when exporting information-based services for which of the following reasons?

Accepted Answer

A)  Appeasing local citizens. 
B)  Conducting secondary research. 
C)  Building personal relationships. 
D)  Bargaining for cheaper facilities. 
E)  Restructuring out of date systems. 
A)  Appeasing local citizens. 
B)  Conducting secondary research. 
C)  Building personal relationships. 
D)  Bargaining for cheaper facilities. 
E)  Restructuring out of date systems. C

Question 4

Give two examples of firms that locate themselves in multi-purpose facilities.

Accepted Answer

1) Laundromats, toilets, ATMs

Question 5

Give an example of a service with a locational constraint.

Accepted Answer

Ski resorts need to

Question 6

____________ 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 7

An ongoing problem of franchising is that when franchisees gain experience, they may start to feel that they should not be paying the various fees to the franchisor.

Accepted Answer

A) True 
 B)False

Question 8

Shanghai's Maglev train helps to overcome the locational constraint of having the airport sited in a far away place.

Accepted Answer

A) True 
 B)False

Question 9

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

Accepted Answer

A)  binary regression 
B)  cluster analysis 
C)  structural equation models 
D)  gravity models 
E)  predictive models 
A)  binary regression 
B)  cluster analysis 
C)  structural equation models 
D)  gravity models 
E)  predictive models

Question 10

All of the factors below are luring customers into virtual stores EXCEPT ____________.

Accepted Answer

A)  potential for better prices 
B)  ease of search 
C)  broader selection 
D)  opportunities for networking 
E)  24-hour service with prompt delivery 
A)  potential for better prices 
B)  ease of search 
C)  broader selection 
D)  opportunities for networking 
E)  24-hour service with prompt delivery

Question 11

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

Accepted Answer

A)  service standards 
B)  procedures 
C)  scripts 
D)  physical presentations 
E)  all of the above 
A)  service standards 
B)  procedures 
C)  scripts 
D)  physical presentations 
E)  all of the above

Question 12

_______________ is a key driver of channel choice.

Accepted Answer

A)  Risk reduction 
B)  Convenience 
C)  Colorful photos of the product 
D)  Internet access 
E)  Lower prices 
A)  Risk reduction 
B)  Convenience 
C)  Colorful photos of the product 
D)  Internet access 
E)  Lower prices

Question 13

First Direct describes itself as the largest virtual bank in the world.

Accepted Answer

A) True 
 B)False

Question 14

List the five factors that encourage extended operating hours.

Accepted Answer

Economic pressure from consume

Question 15

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

Accepted Answer

Complex and high-perceived risk services

Question 16

What are the three options for exporting people processing services?

Accepted Answer

Export the service c

Question 17

When customers visit the service site, which factor/s) must be considered in the design of the service?

Accepted Answer

A)  How expensive the service is. 
B)  Convenience of the location. 
C)  Operational hours. 
D)  A & B only. 
E)  B & C only. 
A)  How expensive the service is. 
B)  Convenience of the location. 
C)  Operational hours. 
D)  A & B only. 
E)  B & C only.

Question 18

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

Accepted Answer

A) True 
 B)False

Question 19

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Accepted Answer

People processing may be affected by cos

Question 20

Which of the following is NOT one of the factors that encourage extended operating hours?

Accepted Answer

A)  Availability of employees to work during "social" hours. 
B)  Economic pressure from consumers. 
C)  Changes in laws. 
D)  Economic incentives to improve the use of assets. 
E)  Automated self-service facilities. 
A)  Availability of employees to work during "social" hours. 
B)  Economic pressure from consumers. 
C)  Changes in laws. 
D)  Economic incentives to improve the use of assets. 
E)  Automated self-service facilities.

Give an example of a firm where the service provider visits the customers.

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

A local presence may be necessary when exporting information-based services for which of the following reasons?

Give two examples of firms that locate themselves in multi-purpose facilities.

Give an example of a service with a locational constraint.

____________ 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.

An ongoing problem of franchising is that when franchisees gain experience, they may start to feel that they should not be paying the various fees to the franchisor.

Shanghai's Maglev train helps to overcome the locational constraint of having the airport sited in a far away place.

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

All of the factors below are luring customers into virtual stores EXCEPT ____________.

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

_______________ is a key driver of channel choice.

First Direct describes itself as the largest virtual bank in the world.

List the five factors that encourage extended operating hours.

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

What are the three options for exporting people processing services?

When customers visit the service site, which factor/s) must be considered in the design of the service?

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Which of the following is NOT one of the factors that encourage extended operating hours?

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

Exam 5: Distributing Service Through Physical and Electronic Channels

Give an example of a firm where the service provider visits the customers.

List two of the four service delivery innovations facilitated by technology that are described in the chapter.

A local presence may be necessary when exporting information-based services for which of the following reasons?

Give two examples of firms that locate themselves in multi-purpose facilities.

Give an example of a service with a locational constraint.

____________ 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.

An ongoing problem of franchising is that when franchisees gain experience, they may start to feel that they should not be paying the various fees to the franchisor.

Shanghai's Maglev train helps to overcome the locational constraint of having the airport sited in a far away place.

Elaborate statistical analysis, in the form of ____________, is sometimes used to aid decisions on where to locate supermarkets and similar large stores relative to prospective customers' homes and workplaces.

All of the factors below are luring customers into virtual stores EXCEPT ____________.

Franchisors usually seek to exercise control over all aspects of the service performance through tightly defined ____________.

_______________ is a key driver of channel choice.

First Direct describes itself as the largest virtual bank in the world.

List the five factors that encourage extended operating hours.

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

What are the three options for exporting people processing services?

When customers visit the service site, which factor/s) must be considered in the design of the service?

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

Discuss the impacts of the cost globalization driver on people processing, possession processing, and information-based processing service categories.

Which of the following is NOT one of the factors that encourage extended operating hours?

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters