Question 1

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

Accepted Answer

It can store and arrange for express delivery of spare parts for aircraft

Question 2

Describe arbitrage in the context of service provider pricing.

Accepted Answer

Arbitrage in service refers to customers taking information or benefits from an expensive service and then placing an order with another,less-expensive service.

Question 3

List the five factors that encourage extended operating hours.

Accepted Answer

Economic pressure from consumers,changes in laws,economic incentives to improve the use of assets,availability of employees to work during "unsocial" hours,and automated self-service facilities.

Question 4

Yellow pages has come up with a service that gives an SMS price alert when a price level of a stock is reached.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) multi-channel banking without branches 
B) DVDs that can store huge amounts of information 
C) development of "smart" mobile phones linking users to the Internet wherever they are 
D) usage of voice recognition technology that allows customers to give information and request service by speaking into a microphone 
E) smart card containing a microchip acting as an electronic purse containing digital money 
A) multi-channel banking without branches 
B) DVDs that can store huge amounts of information 
C) development of "smart" mobile phones linking users to the Internet wherever they are 
D) usage of voice recognition technology that allows customers to give information and request service by speaking into a microphone 
E) smart card containing a microchip acting as an electronic purse containing digital money

Question 6

Aggreko has experience in all the following kinds of situation except __________.

Accepted Answer

A) restoring power to cyclone devastated towns 
B) providing temporary capacity for a power-generating plant 
C) providing shore-based source of power when a ship is docked at a remote port 
D) clearing out the debris after a fire in a resident's home 
E) drying out a hotel that has been damaged by water due to a hurricane 
A) restoring power to cyclone devastated towns 
B) providing temporary capacity for a power-generating plant 
C) providing shore-based source of power when a ship is docked at a remote port 
D) clearing out the debris after a fire in a resident's home 
E) drying out a hotel that has been damaged by water due to a hurricane

Question 7

Knowledge-based services should expand into overseas markets through mergers and acquisitions.

Accepted Answer

A) True 
 B)False

Question 8

What are the three options for entering international markets?

Accepted Answer

Export the service c

Question 9

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

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

Which one of the following methods is NOT a banking service that can be delivered remotely?

Accepted Answer

A) Face-to-face. 
B) Internet. 
C) Mobile phone. 
D) Call centers. 
E) All of the above are bank service delivery methods. 
A) Face-to-face. 
B) Internet. 
C) Mobile phone. 
D) Call centers. 
E) All of the above are bank service delivery methods.

Question 12

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

Accepted Answer

1)Laundromats,toilets,ATMs int

Question 13

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 14

Give an example of a database service.

Accepted Answer

Thomson Reuter's Soc

Question 15

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.

Question 16

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

Accepted Answer

A) single source market 
B) economy of scale 
C) ministore 
D) economy of scope 
E) multi-brand strategy 
A) single source market 
B) economy of scale 
C) ministore 
D) economy of scope 
E) multi-brand strategy

Question 17

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 18

How does the control of IP and sources of value creation,as well as the degree of customer interaction affect international market entry?

Accepted Answer

Where a firm's IP and value creation sou

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

_______________ 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

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

Describe arbitrage in the context of service provider pricing.

List the five factors that encourage extended operating hours.

Yellow pages has come up with a service that gives an SMS price alert when a price level of a stock is reached.

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

Aggreko has experience in all the following kinds of situation except __________.

Knowledge-based services should expand into overseas markets through mergers and acquisitions.

What are the three options for entering international markets?

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

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

Which one of the following methods is NOT a banking service that can be delivered remotely?

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

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.

Give an example of a database service.

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

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

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

How does the control of IP and sources of value creation,as well as the degree of customer interaction affect international market entry?

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

_______________ is a key driver of channel choice.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

Exam 5: Distributing Service Through Physical and Electronic Channels

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

Describe arbitrage in the context of service provider pricing.

List the five factors that encourage extended operating hours.

Yellow pages has come up with a service that gives an SMS price alert when a price level of a stock is reached.

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

Aggreko has experience in all the following kinds of situation except __________.

Knowledge-based services should expand into overseas markets through mergers and acquisitions.

What are the three options for entering international markets?

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

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

Which one of the following methods is NOT a banking service that can be delivered remotely?

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

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.

Give an example of a database service.

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

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

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

How does the control of IP and sources of value creation,as well as the degree of customer interaction affect international market entry?

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

_______________ is a key driver of channel choice.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters