Question 1

Which of the following is an example of an economic incentive to improve asset utilization?

Accepted Answer

A) Fixed costs are relatively 
B) Incremental costs of extended hours may be covered by increased revenue and decreased crowding 
C) Advertising expenditures can be reduced because of the substantial increases in positive word-of-mouth 
D) Workers are relatively less expensive when they work more hours 
E) The cost to keep lights on and equipment running is not easily recouped by a few extra patrons. 
A) Fixed costs are relatively 
B) Incremental costs of extended hours may be covered by increased revenue and decreased crowding 
C) Advertising expenditures can be reduced because of the substantial increases in positive word-of-mouth 
D) Workers are relatively less expensive when they work more hours 
E) The cost to keep lights on and equipment running is not easily recouped by a few extra patrons.

Question 2

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

Accepted Answer

More than 30 Global Sales Offi

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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E) Restructuring out of date systems.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E) Restructuring out of date systems.

Question 5

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

Question 6

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 7

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

Accepted Answer

A) True 
 B)False

Question 8

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

The need for economies of scale often restricts choice of location for service facilities.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is NOT listed as a factor in favoring adoption of transnational strategies?

Accepted Answer

A) Market 
B) Language 
C) Competition 
D) Technology 
E) Cost 
A) Market 
B) Language 
C) Competition 
D) Technology 
E) Cost

Question 13

The Internet is superior to traditional channels because ____________.

Accepted Answer

A) costs are much lower when there is no physical location. 
B) the Internet is always open for business, whereas traditional channels may have limited hours. 
C) more customers will eventually access the Internet than will use traditional channels. 
D) it's better able to help researchers collect data on consumer information and search behaviors. 
E) it can distribute both products and services much faster. 
A) costs are much lower when there is no physical location. 
B) the Internet is always open for business, whereas traditional channels may have limited hours. 
C) more customers will eventually access the Internet than will use traditional channels. 
D) it's better able to help researchers collect data on consumer information and search behaviors. 
E) it can distribute both products and services much faster.

Question 14

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 15

Describe the three ways information-based services can be distributed internationally and give an example of each.

Accepted Answer

Information-based services can be export

Question 16

____________ 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 17

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

Accepted Answer

For people processing services, the need

Question 18

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

Accepted Answer

Complex and high-perceived risk services

Question 19

An example of a core service, whose physical distribution is severely restricted is ____________.

Accepted Answer

A) McDonald's 
B) Gold's Gym 
C) Club Med 
D) Accenture 
E) Sun Microsystems 
A) McDonald's 
B) Gold's Gym 
C) Club Med 
D) Accenture 
E) Sun Microsystems

Question 20

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

Accepted Answer

A) True 
 B)False

Which of the following is an example of an economic incentive to improve asset utilization?

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

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

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

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

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

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

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

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

The need for economies of scale often restricts choice of location for service facilities.

Which of the following is NOT listed as a factor in favoring adoption of transnational strategies?

The Internet is superior to traditional channels because ____________.

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

Describe the three ways information-based services can be distributed internationally and give an example of each.

____________ 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.

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

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

An example of a core service, whose physical distribution is severely restricted is ____________.

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and 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

Striving for Service Leadership

Filters

Exam 5: Distributing Services through Physical and Electronic Channels

Which of the following is an example of an economic incentive to improve asset utilization?

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

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

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

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

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

The convenience of service factory locations and operational schedules assumes little importance when a customer has to be physically present throughout the service delivery or even just to initiate and terminate the transaction.

Banks seeking to move into investment services will often act as the distributor for mutual fund products created by an investment firm that lacks extensive distribution channels of its own.

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

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

The need for economies of scale often restricts choice of location for service facilities.

Which of the following is NOT listed as a factor in favoring adoption of transnational strategies?

The Internet is superior to traditional channels because ____________.

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

Describe the three ways information-based services can be distributed internationally and give an example of each.

____________ 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.

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

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

An example of a core service, whose physical distribution is severely restricted is ____________.

DHL is known for using a single transport mode to create its logistics solutions for its global customer base.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and 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

Striving for Service Leadership

Filters