Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

On-site order fulfil

Question 3

What are the branding alternatives for service firms?

Accepted Answer

Branded house,subbra

Question 4

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

Accepted Answer

The three factors that lead to success i

Question 5

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

Accepted Answer

Special requests are one type of excepti

Question 6

Give two examples of enhancing services.

Accepted Answer

Consultati

Question 7

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Accepted Answer

A) Gold. 
B) Platinum. 
C) Aluminium. 
D) Bronze. 
E) Silver. 
A) Gold. 
B) Platinum. 
C) Aluminium. 
D) Bronze. 
E) Silver.

Question 8

Branding can only be used at the company level for service businesses.

Accepted Answer

A) True 
 B)False

Question 9

At its simplest,____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

Accepted Answer

A) billing 
B) payment 
C) consultation 
D) hospitality 
E) selling 
A) billing 
B) payment 
C) consultation 
D) hospitality 
E) selling

Question 10

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Accepted Answer

A) True 
 B)False

Question 11

What are the two roles of supplementary services?

Accepted Answer

Facilitati

Question 12

Supplementary service innovations are the most common type of innovation.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

What are the components that the value proposition must address?

Accepted Answer

Core products,and su

Question 15

Give two examples of facilitating services.

Accepted Answer

Informatio

Question 16

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 17

Give an example of a consultation element.

Accepted Answer

Advice-personal coun

Question 18

Brand meaning has a stronger impact on brand equity than brand awareness.

Accepted Answer

A) True 
 B)False

Question 19

DHL offers customers the opportunity to track the movements of their packages,which have been assigned a unique identification number.This is an example of ____________.

Accepted Answer

A) order-taking 
B) safekeeping 
C) information 
D) consultation 
E) exceptions 
A) order-taking 
B) safekeeping 
C) information 
D) consultation 
E) exceptions

Question 20

Provide an example of a major process innovation.

Accepted Answer

University of Phoenix competes

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

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

What are the branding alternatives for service firms?

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

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

Give two examples of enhancing services.

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Branding can only be used at the company level for service businesses.

At its simplest,____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

What are the two roles of supplementary services?

Supplementary service innovations are the most common type of innovation.

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

What are the components that the value proposition must address?

Give two examples of facilitating services.

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

Give an example of a consultation element.

Brand meaning has a stronger impact on brand equity than brand awareness.

DHL offers customers the opportunity to track the movements of their packages,which have been assigned a unique identification number.This is an example of ____________.

Provide an example of a major process innovation.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service Through Physical and Electronic Channels

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 4: Developing Service Products: Core and Supplementary Elements

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

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

What are the branding alternatives for service firms?

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

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

Give two examples of enhancing services.

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Branding can only be used at the company level for service businesses.

At its simplest,____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

What are the two roles of supplementary services?

Supplementary service innovations are the most common type of innovation.

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

What are the components that the value proposition must address?

Give two examples of facilitating services.

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

Give an example of a consultation element.

Brand meaning has a stronger impact on brand equity than brand awareness.

DHL offers customers the opportunity to track the movements of their packages,which have been assigned a unique identification number.This is an example of ____________.

Provide an example of a major process innovation.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service Through Physical and Electronic Channels

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