Exam 4: Developing Service Products: Core and Supplementary Elements C

Which of the following is an example of a special request in advance of service delivery?

Consumption of the core product is sandwiched between use of supplementary services that are needed earlier or later in the delivery sequence.

To obtain full value from any good or service, customers need relevant information.

List three examples of order-taking elements in order entry.

Singapore Airlines is well recognized for both their superior meals and attentive cabin crew.

A company's ____________ helps to determine which supplementary services should be included.

Give two examples of billing elements.

Give an example of a consultation element.

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

Information processing services tend to be the most demanding in terms of supplementary elements.

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

What four things must the design of the service offerings address?

Airlines make use of ____________ systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces ____________.

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Which of the following is NOT a category of new service innovation?

____________ represent a special type of order taking that entitles customers to a specific unit of service.

What are the two roles of supplementary services?

Describe the four types of "exceptions" listed in the chapter.

____________ came up with the novel idea of an arrivals lounge for its terminals to serve passengers arriving early in the morning after a long overnight flight from the Americas, Asia, Africa, and Australia.