Question 1

Technology cannot be used to supplement a service organization's core service.

Accepted Answer

A) True 
 B)False

Question 2

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

Accepted Answer

The availability of information has revo

Question 3

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?

Accepted Answer

A) Include marketer input when designing customer interface technology 
B) Stay customer-focused when designing customer interface technology 
C) Ideally,the customer interface technology should be visible to customers. 
D) Customer interface technology should be designed for flexibility. 
E) All of these improve the technology. 
A) Include marketer input when designing customer interface technology 
B) Stay customer-focused when designing customer interface technology 
C) Ideally,the customer interface technology should be visible to customers. 
D) Customer interface technology should be designed for flexibility. 
E) All of these improve the technology.

Question 4

Technology cannot be used to integrate service offerings across multiple service delivery channels.

Accepted Answer

A) True 
 B)False

Question 5

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 6

How do advances in technology impact economic development?

Accepted Answer

Advances in technology have a profound i

Question 7

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?

Accepted Answer

A) Vending machines 
B) "Intelligent agent" software 
C) computer systems 
D) All of these are examples of how customers may be better served through technology. 
E) None of these are examples of how customers may be better served through technology. 
A) Vending machines 
B) "Intelligent agent" software 
C) computer systems 
D) All of these are examples of how customers may be better served through technology. 
E) None of these are examples of how customers may be better served through technology.

Question 8

Describe the role of technology in linking service performance and service productivity.

Accepted Answer

Technology plays a crucial role in linki

Question 9

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 10

The information revolution tended to weaken or undercut the notion of a regular workweek.

Accepted Answer

A) True 
 B)False

Question 11

Which,if any,of these statements about telecommunications and/or information technology are TRUE?

Accepted Answer

A) The latest advancements in telecommunications allow for a real-time system for collecting,transferring,and storing information. 
B) Information is a product with significant marginal costs of distribution. 
C) Using intranet communication enables service employees to communicate with people both inside and outside of the company. 
D) Remote services delivery is not appealing to many services marketers because the cost of digital dissemination of information cannot be diminished. 
E) All of these statements about telecommunication and/or information technology are true. 
A) The latest advancements in telecommunications allow for a real-time system for collecting,transferring,and storing information. 
B) Information is a product with significant marginal costs of distribution. 
C) Using intranet communication enables service employees to communicate with people both inside and outside of the company. 
D) Remote services delivery is not appealing to many services marketers because the cost of digital dissemination of information cannot be diminished. 
E) All of these statements about telecommunication and/or information technology are true.

Question 12

Service providers need not be cautious of privacy issues when they create and use their customer databases.

Accepted Answer

A) True 
 B)False

Question 13

The information age

Accepted Answer

A) destroys the traditional idea of regular working hours. 
B) shortens the hours of operation for services. 
C) brings few significant opportunities to service marketers. 
D) brings few risks to service marketers. 
E) does little to empower customers or service employees. 
A) destroys the traditional idea of regular working hours. 
B) shortens the hours of operation for services. 
C) brings few significant opportunities to service marketers. 
D) brings few risks to service marketers. 
E) does little to empower customers or service employees.

Question 14

Computer networks do little to improve the speed,quality,and volume of communication between customers,intermediaries,and suppliers.

Accepted Answer

A) True 
 B)False

Question 15

Throughout history there has always been a strong connection between services and technology.

Accepted Answer

A) True 
 B)False

Question 16

During a recent meeting with the marketing manager,you were asked for ideas on how to improve the technology of the firm's customer interfaces.What advice would you give the marketing manager?

Accepted Answer

As the marketing manager, I would advise

Question 17

What are challenges facing service marketers who use technology to manage their customer interfaces?

Accepted Answer

Service marketers who leverage technolog

Question 18

The most effective use of customer databases is to make them easily accessible to the frontline service provider.

Accepted Answer

A) True 
 B)False

Question 19

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

Accepted Answer

Telecommunications technology has revolu

Question 20

The World Wide Web is not essential for home-based service organizations.

Accepted Answer

A) True 
 B)False

Technology cannot be used to supplement a service organization's core service.

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?

Technology cannot be used to integrate service offerings across multiple service delivery channels.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

How do advances in technology impact economic development?

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?

Describe the role of technology in linking service performance and service productivity.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

The information revolution tended to weaken or undercut the notion of a regular workweek.

Which,if any,of these statements about telecommunications and/or information technology are TRUE?

Service providers need not be cautious of privacy issues when they create and use their customer databases.

The information age

Computer networks do little to improve the speed,quality,and volume of communication between customers,intermediaries,and suppliers.

Throughout history there has always been a strong connection between services and technology.

During a recent meeting with the marketing manager,you were asked for ideas on how to improve the technology of the firm's customer interfaces.What advice would you give the marketing manager?

What are challenges facing service marketers who use technology to manage their customer interfaces?

The most effective use of customer databases is to make them easily accessible to the frontline service provider.

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

The World Wide Web is not essential for home-based service organizations.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters

Exam 3: Plugging Into the Information Age

Technology cannot be used to supplement a service organization's core service.

How has the availability of information enabled services marketers to move away from mass marketing to targeting individuals?

Which,if any,of the following is NOT a step for improving the technology of customer interfaces?

Technology cannot be used to integrate service offerings across multiple service delivery channels.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The most effective use of customer databases is to make them easily accessible to the __________ service provider in an easy-to-use form.

How do advances in technology impact economic development?

Which,if any,of the following is NOT an example of a technology that may be used to empower customers?

Describe the role of technology in linking service performance and service productivity.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -During the _______ phase of communications interactivity,customers can achieve a high-bandwidth communications connection with one another.

The information revolution tended to weaken or undercut the notion of a regular workweek.

Which,if any,of these statements about telecommunications and/or information technology are TRUE?

Service providers need not be cautious of privacy issues when they create and use their customer databases.

The information age

Computer networks do little to improve the speed,quality,and volume of communication between customers,intermediaries,and suppliers.

Throughout history there has always been a strong connection between services and technology.

During a recent meeting with the marketing manager,you were asked for ideas on how to improve the technology of the firm's customer interfaces.What advice would you give the marketing manager?

What are challenges facing service marketers who use technology to manage their customer interfaces?

The most effective use of customer databases is to make them easily accessible to the frontline service provider.

How has telecommunications technology provided the means for communication interactivity between service marketers and their customers?

The World Wide Web is not essential for home-based service organizations.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters