Deck 15: Thinking Globally: Its a Small World After All

Question 1

Franchising services is not a popular strategy for expanding service operations around the world.

Answer 1

False

Question 2

Joint ventures allow the service organization that is located in one country to contract with a local organization located in another country,which in turn enables both companies to share the risks and rewards of the venture.

Answer 2

True

Question 3

Offshoring is a form of teleservice export for the outsource firms.

Answer 3

True

Question 4

Standardization means providing the same service in the same manner around the world.

Question 5

Cultures differ in terms of whether individuals focus on the process or the outcome of service delivery.

Question 6

Group-oriented cultures place more importance on social hierarchy and the welfare of primary reference groups such as family and friends.

Question 7

Group-oriented cultures place less importance on one's self (i.e. ,individual welfare).

Question 8

A teleservice export strategy involves exporting services by delivering them electronically.

Question 9

Since services tend to be difficult to evaluate,manufacturing and agriculture are still the driving forces in the world economy.

Question 10

When entering global markets,the foreign direct investment strategy is the only strategy that service marketers should use because it maximizes the service's opportunities while minimizing risks.

Question 11

It is more complex to export services than it is to export physical goods.

Question 12

Services organizations operating in one country use adaptation when they tailor their service offerings to accommodate conditions in each local market of different countries.

Question 13

Service organizations need not focus attention on their personnel policies (selection,hiring,training practices)when deciding whether to use a standardization or adaptation strategy to enter a foreign market.

Question 14

An inbound service export strategy involves sending the service provider to other countries.

Question 15

A standardization strategy implies that aspects of the service offered in all global markets are provided in the same manner.

Question 16

All cultures are similar in terms of how individuals perceive the duration and immediacy of the service encounter.

Question 17

All cultures are similar in the extent to which individuals expect uncertainties to be controlled at the service encounter and in the attribution of lack of control to the service provider or nature.

Question 18

The Services Theater Framework is not very helpful for helping service organizations choose between standardization and adaptation.

Question 19

Culture is the set of shared values and beliefs in a society.

Question 20

An outbound service export strategy involves bringing foreign customers to the service provider's country.

Question 21

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
________ is the set of shared values and beliefs in a society.

Question 22

An adaptation strategy refers to the condition in which customers worldwide adapt their behaviors to use an organization's service offerings.

Question 23

A language audit is not intended to direct the global service organization to some potential trouble spots when dealing with a culturally diverse customer mix.

Question 24

Most of the economies of scale an organization hopes to achieve by marketing a service globally are the result of adaptation efforts.

Question 25

From the "Services as Theater" framework,which of the following factors need NOT be considered by global service organizations when deciding between a standardization and adaptation strategy?

A)Actors
B)Audience
C)Setting
D)Performance
E)All of these need to be considered by global service organizations when deciding between a standardization and adaptation strategy.

Question 26

Technology is rapidly becoming an essential means of expanding the global reach of services.

Question 27

Service organizations that standardize their backstage activities in global markets tend to generate __________ predictability and ________ control over the service delivery process.

A)greater;greater
B)greater;less
C)the same;the same
D)less;greater
E)less;less

Question 28

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
______________ involves bringing customers from their country to a local destination.

Question 29

Service organizations that use the Internet to reach prospective customer worldwide are using a(n)

A)outbound service export strategy.
B)inbound service export strategy.
C)teleservice export strategy.
D)None of these refers to the approach used by service organizations that use the Internet to reach their worldwide customers.
E)Each of these refers to the approach used by service organizations that use the Internet to reach their worldwide customers.

Question 30

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
____________ involves sending the service provider to other countries.

Question 31

Measuring the global importance of services is difficult for all of the following reasons EXCEPT

A)Many firms operating in a global context overstate their manufacturing resources and understate their service activity resources.
B)As more and more women enter the work force,the magnitude of the real growth in the domestic service sector becomes increasingly overstated.
C)Organizations often combine their services data with nonservices data making it difficult to accurately estimate each area's relative contribution to the overall economy.
D)All of these are reasons why it is difficult to accurately measure the global importance of the service sector.
E)None of these are reasons why it is difficult to accurately measure the global importance of the service sector.

Question 32

What type of export strategy,if any,is (are)being used by Australian tourism companies to encourage people from other countries to vacation in Australia?

A)Outbound service export strategy
B)Inbound service export strategy
C)Teleservice export strategy
D)None of these refers to the approach used by the tourism companies.
E)Each of these refers to the approach used by the tourism companies.

Question 33

In most instances,frontstage activities need greater adaptation to local circumstances than is typical of backstage activities.

Question 34

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
______________ involves exporting services by delivering them electronically.

Question 35

Service organizations that contract with local organizations and thereby share the risks and rewards of entering the market use a(n)_________ strategy for entering a foreign market.

A)foreign direct investment
B)licensing and franchising
C)joint venture
D)accommodation
E)standardization

Question 36

There is an increasing need for global service organizations to implement multilingual service systems.

Question 37

Which,if any,of the following strategies is (are)not considered by global service organizations to be a popular approach for entering foreign markets?

A)Foreign direct investment
B)Licensing and franchising
C)Joint ventures
D)All of these are popular approaches for entering foreign markets.
E)None of these are popular approaches for entering foreign markets.

Question 38

Technology is considered to be the single most influential force behind the globalization of markets.

Question 39

To be successful in using the adaptation strategy,global service organizations need only focus attention on the more obvious differences among the local environments that they serve.

Question 40

Which of the following cultural characteristics,identified by Kluckhohn and Strodtbeck,is not important when planning a service delivery in global markets?

A)The relationship between people of a society and their environment
B)Whether people of a society pay more attention to the activity or the outcome of the activity
C)The type of attention people of a society place on time
D)How people of a society view their relationships with others
E)How people of a society view their ability relative to other societies

Question 41

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
______________ means providing the same service in the same manner around the world.

Question 42

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
_______________ strategy is one in which a service organization chooses to directly invest its resources in another country.

Question 43

What is a multilingual service system,and why is it needed by many global service organizations?

Question 44

You were approached by an organization wanting to know the different ways in which it could trade its service offerings with customers located in different countries.Describe the three ways of trading services with customers.

Question 45

Service organizations may employ several strategies to enter global markets.Describe the three most popular strategies used by service organizations.

Question 46

Even though services are considered by many to be a driving force in the world economy,it is difficult to obtain an accurate measure of the global significance of services.Why?

Question 47

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
_______________ strategy for entering a global market is one in which a service organization in one country contracts with an organization in another (host)country to provide a service to a local market in the host country.

Question 48

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
Fast-food entrepreneurs pioneered the _____________ strategy to expand service operations across the world.

Question 49

How does technology affect an organization's capability of reaching a global market?

Question 50

Recently you overheard a fellow services marketing student comment,"Why do I need to learn a foreign language? English is the business language of the world." What is your reaction to this comment?

Question 51

Your service organization recently decided to enter a foreign market.Now you must decide whether to use a standardized or an adaptation approach to enter the market.Identify and describe the factors that should be considered when deciding between the standardization and adaptation approaches.

Question 52

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
A service organization that pursues a global strategy should conduct a _______________ to determine potential language problems when dealing with a culturally diverse customer mix.

Question 53

How would language audits help service organizations better serve their global markets? Please explain your answer.

Question 54

COMPLETION QUESTIONS
Culture
Outbound Service Export Strategy
Inbound Service Export Strategy
Teleservice Export Strategy
Foreign Direct Investment
Franchising
Joint Venture
Standardization
Adaptation
Language Audit
______________ means tailoring service offerings to accommodate conditions in each local market.