Question 1

____________ supply the central, problem-solving benefit that customers seek.

Accepted Answer

A) Core products 
B) Supplementary services 
C) Delivery processes 
D) Sustaining processes 
E) Conditional services 
A) Core products 
B) Supplementary services 
C) Delivery processes 
D) Sustaining processes 
E) Conditional services

Question 2

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.
e.g.luxury versus economy), scheduling how long the room is available), nature of the process in this case people processing), and the customer's role in consumption of the room.Supplementary services include things like parking, room service, reservations, and a breakfast buffet.Delivery of both the core and the supplementary services is provided electronically, via hotel employee, or by the customer.Phone use and pay TV are automatically billed to the room.Room service and check-in are provided by a hotel employee.Most breakfast buffets are self-service, requiring the customer to take action.

Accepted Answer

The core product refers to the overnight

Question 3

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is NOT one of British Airways seven distinct air travel products?

Accepted Answer

A) Deluxe service First Class) 
B) Club World Business Class) 
C) Club Britain Business Class) 
D) Club Europe Business Class) 
E) Euro-Traveler Economy Class) 
A) Deluxe service First Class) 
B) Club World Business Class) 
C) Club Britain Business Class) 
D) Club Europe Business Class) 
E) Euro-Traveler Economy Class)

Question 5

What three components must the value proposition address and integrate?

Accepted Answer

Core products, suppl

Question 6

Singapore Airlines Raffles Class is an example of an) ____________.

Accepted Answer

A) branded house 
B) endorsed brand 
C) house of brands 
D) sub-brand 
E) clear strategy 
A) branded house 
B) endorsed brand 
C) house of brands 
D) sub-brand 
E) clear strategy

Question 7

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Accepted Answer

A) Target profitable customers, employing behavior segmentation rather than demographics. 
B) Achieve a superior understanding of what your targeted customers value. 
C) Design facilities that delight your customers and reduce complaints. 
D) Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience. 
E) Make everyone a brand manager. 
A) Target profitable customers, employing behavior segmentation rather than demographics. 
B) Achieve a superior understanding of what your targeted customers value. 
C) Design facilities that delight your customers and reduce complaints. 
D) Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience. 
E) Make everyone a brand manager.

Question 8

The search for competitive advantage rarely centers on supplementary services.

Accepted Answer

A) True 
 B)False

Question 9

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is NOT considered an example of a hospitality element?

Accepted Answer

A) Greeting 
B) Toilets and washrooms 
C) Advice 
D) Food and beverages 
E) Transport 
A) Greeting 
B) Toilets and washrooms 
C) Advice 
D) Food and beverages 
E) Transport

Question 11

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Accepted Answer

A) short; curt; abrupt 
B) simple; slow; effortful 
C) short; sweet; ineffective 
D) powerful; simple; abrupt 
E) polite; fast; accurate 
A) short; curt; abrupt 
B) simple; slow; effortful 
C) short; sweet; ineffective 
D) powerful; simple; abrupt 
E) polite; fast; accurate

Question 12

Core products are always surrounded by the same eight supplementary elements as they evolve.

Accepted Answer

A) True 
 B)False

Question 13

Why do firms benefit from prompt payments?

Accepted Answer

It reduces the amoun

Question 14

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Accepted Answer

A) True 
 B)False

Question 15

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Accepted Answer

Sun Microsystems utilizes a sub-branded

Question 16

Give two examples of facilitating services.

Accepted Answer

Informatio

Question 17

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

Accepted Answer

A) Core products 
B) Supplementary services 
C) Delivery processes 
D) Sustaining processes 
E) Conditional services 
A) Core products 
B) Supplementary services 
C) Delivery processes 
D) Sustaining processes 
E) Conditional services

Question 18

All service elements must be delivered in a prescribed sequence.

Accepted Answer

A) True 
 B)False

Question 19

The three factors that contribute the most to achieving success of new service development in order of importance are:

Accepted Answer

A) Market research factors, organizational factors, market synergy 
B) Market synergy, organizational factors, market research factors 
C) Organizational factors, market synergy, market research factors 
D) Market synergy, market research factors, organizational factors 
E) Market research factors, market synergy, organizational factors 
A) Market research factors, organizational factors, market synergy 
B) Market synergy, organizational factors, market research factors 
C) Organizational factors, market synergy, market research factors 
D) Market synergy, market research factors, organizational factors 
E) Market research factors, market synergy, organizational factors

Question 20

Firms actually benefit from late payments, because they reduce the amount of accounts payable.

Accepted Answer

A) True 
 B)False

____________ supply the central, problem-solving benefit that customers seek.

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

Which of the following is NOT one of British Airways seven distinct air travel products?

What three components must the value proposition address and integrate?

Singapore Airlines Raffles Class is an example of an) ____________.

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

The search for competitive advantage rarely centers on supplementary services.

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

Which of the following is NOT considered an example of a hospitality element?

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Why do firms benefit from prompt payments?

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Give two examples of facilitating services.

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

All service elements must be delivered in a prescribed sequence.

The three factors that contribute the most to achieving success of new service development in order of importance are:

Firms actually benefit from late payments, because they reduce the amount of accounts payable.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services through Physical and Electronic Channels

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 4: Developing Service Products: Core and Supplementary Elements C

____________ supply the central, problem-solving benefit that customers seek.

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

Which of the following is NOT one of British Airways seven distinct air travel products?

What three components must the value proposition address and integrate?

Singapore Airlines Raffles Class is an example of an) ____________.

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

The search for competitive advantage rarely centers on supplementary services.

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

Which of the following is NOT considered an example of a hospitality element?

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Why do firms benefit from prompt payments?

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Give two examples of facilitating services.

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

All service elements must be delivered in a prescribed sequence.

The three factors that contribute the most to achieving success of new service development in order of importance are:

Firms actually benefit from late payments, because they reduce the amount of accounts payable.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services through Physical and Electronic Channels

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

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.