Exam 5: Distributing Service Through Physical and Electronic Channels

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

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

All of the factors below are luring customers into virtual stores EXCEPT ____________.

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.

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

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

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

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

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

San Francisco's BART service helps to overcome the locational constraint of having the airport sited in a far away place.

Discuss the roles that intermediaries play for service organizations.

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.

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.

Give an example of a firm where the service provider visits the customers.

When customers visit the service site,which factor/(s)must be considered in the design of the service?

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.

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

Give an example of a service with a locational constraint.

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