Exam 5: Distributing Service Through Physical and Electronic Channels

Yellow pages has come up with a global positioning service so that customers can click and download information to help them get from one place to another.

(True/False)

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Question 21

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

(True/False)

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Question 22

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

(Multiple Choice)

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Question 23

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

(True/False)

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Question 24

First Direct is an example of a bank with too many branches.

(True/False)

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Question 25

The four interesting innovations for service delivery arising from the Internet are all of the following EXCEPT _____________.

(Multiple Choice)

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Question 26

Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.

(True/False)

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Question 27

How do service processes affect international market entry for people processing, possession processing and information-based service categories?

(Essay)

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Question 28

Taco-Bell's K-Minus strategy is an example of an innovation in locating in multi-purpose facilities.

(True/False)

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Question 29

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

(Essay)

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Question 30

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

(True/False)

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Question 31

Which of the following is an example of a franchised service firm?

(Multiple Choice)

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Question 32

A ministore is a single-site service business that involves creating an innovative service factory.

(True/False)

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Question 33

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

(True/False)

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Question 34

Give an example of a firm that imports customers to its service facility.

(Essay)

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Question 35

Which one of the following methods is NOT a banking service that can be delivered a. Face-to-face. b. Internet. c. Mobile phone. d. Call centers. e. All of the above are bank service delivery methods.

(Short Answer)

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Question 36

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.

(Multiple Choice)

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Question 37

What kind of service can DHL offer to its B2B and B2C clients?

(Essay)

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Question 38

List the six options for service delivery three natures of interaction between the customer and service organization; two availabilities of service outlets) and provide an example of a service that falls into each category.

(Essay)

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Question 39

A truck stop is a good example of a ____________.

(Multiple Choice)

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Question 40

Showing 21 - 40 of 45

Yellow pages has come up with a global positioning service so that customers can click and download information to help them get from one place to another.

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

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

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

First Direct is an example of a bank with too many branches.

The four interesting innovations for service delivery arising from the Internet are all of the following EXCEPT _____________.

Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.

How do service processes affect international market entry for people processing, possession processing and information-based service categories?

Taco-Bell's K-Minus strategy is an example of an innovation in locating in multi-purpose facilities.

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

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

Which of the following is an example of a franchised service firm?

A ministore is a single-site service business that involves creating an innovative service factory.

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

Give an example of a firm that imports customers to its service facility.

Which one of the following methods is NOT a banking service that can be delivered a. Face-to-face. b. Internet. c. Mobile phone. d. Call centers. e. All of the above are bank service delivery methods.

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.

What kind of service can DHL offer to its B2B and B2C clients?

List the six options for service delivery three natures of interaction between the customer and service organization; two availabilities of service outlets) and provide an example of a service that falls into each category.

A truck stop is a good example of a ____________.

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

Yellow pages has come up with a global positioning service so that customers can click and download information to help them get from one place to another.

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

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

All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.

First Direct is an example of a bank with too many branches.

The four interesting innovations for service delivery arising from the Internet are all of the following EXCEPT _____________.

Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.

How do service processes affect international market entry for people processing, possession processing and information-based service categories?

Taco-Bell's K-Minus strategy is an example of an innovation in locating in multi-purpose facilities.

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

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

Which of the following is an example of a franchised service firm?

A ministore is a single-site service business that involves creating an innovative service factory.

Physical logistics services now find themselves competing with telecommunications services. This is a result of the instantaneous delivery capability of information-based products.

Give an example of a firm that imports customers to its service facility.

Which one of the following methods is NOT a banking service that can be delivered a. Face-to-face. b. Internet. c. Mobile phone. d. Call centers. e. All of the above are bank service delivery methods.

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.

What kind of service can DHL offer to its B2B and B2C clients?

List the six options for service delivery three natures of interaction between the customer and service organization; two availabilities of service outlets) and provide an example of a service that falls into each category.

A truck stop is a good example of a ____________.

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

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.