Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

A truck stop is a good example of a ____________.

Accepted Answer

A)  centralized control center 
B)  single-source facility 
C)  k-minus strategy 
D)  multi-purpose facility 
E)  cash cow

Question 4

What three factors make investments in airport retailing appealing?

Accepted Answer

The answer of What three factors make investments in airport...

Question 5

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.

Accepted Answer

A)  Access; alert; update 
B)  Complement; alert; conceal 
C)  Access; attract; conceal 
D)  Access; guide; conceal 
E)  Complement; guide; conceal

Question 6

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

Accepted Answer

A) True 
 B)False

Question 7

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

Accepted Answer

The answer of Discuss the impacts of the competition globalization...

Question 8

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

Accepted Answer

The answer of Describe the key drivers of how consumers...

Question 9

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

Question 10

List the five factors that encourage extended operating hours.

Accepted Answer

The answer of List the five factors that encourage extended...

Question 11

A local presence may be necessary when exporting information-based services for which of the following reasons?

Accepted Answer

A)  Appeasing local citizens. 
B)  Conducting secondary research. 
C)  Building personal relationships. 
D)  Bargaining for cheaper facilities. 
E)  Restructuring out of date systems.

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

Accepted Answer

The answer of List three ways that Starwood Hotels &...

Question 14

A key driver of Swissôtels & Resorts online booking success is the hotel's "Best Rate Guarantee."

Accepted Answer

A) True 
 B)False

Question 15

____________ 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.

Accepted Answer

A)  The Internet 
B)  International trade 
C)  Franchising 
D)  Sole proprietorship 
E)  Limited partnership

Question 16

Describe arbitrage in the context of service provider pricing.

Accepted Answer

The answer of Describe arbitrage in the context of service...

Question 17

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 legislation. 
D)  Economic incentives to improve asset utilization. 
E)  Automated self-service facilities.

Question 18

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.

Accepted Answer

The answer of List the six options for service delivery...

Question 19

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.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

The answer of Describe Aggreko's core business with specific reference...

Exam 5: Distributing Services Through Physical and Electronic Channels

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

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

A truck stop is a good example of a ____________.

What three factors make investments in airport retailing appealing?

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.

People, possession, and information-based services have strikingly similar requirements on an international distribution strategy.

Discuss the impacts of the competition globalization driver on people processing, possession processing, and information-based service categories. Give at least one example of a firm that falls into each category.

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

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

List the five factors that encourage extended operating hours.

A local presence may be necessary when exporting information-based services for which of the following reasons?

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

List three ways that Starwood Hotels & Resorts Worldwide manages customer relationships and reservations.

A key driver of Swissôtels & Resorts online booking success is the hotel's "Best Rate Guarantee."

____________ 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.

Describe arbitrage in the context of service provider pricing.

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

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.

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