Question 1

Dealing with a service organisation at 'arm's length' means customers and service providers interact through telecommunications or physical channels of distribution, rather than face to face.

Accepted Answer

A) True 
 B)False  True

Question 2

Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?

Accepted Answer

A)  High-tech, high-touch
B)  High-involvement, low-touch
C)  High-tech, low-touch
D)  Low-tech high-touch
E)  Low-tech low-touch C

Question 3

Which of the following services would it be most appropriate for the customer to go to at a central location?

Accepted Answer

A)  General medical treatment
B)  Specialist medical treatment
C)  Invasive medical treatment
D)  Complex inpatient treatment
E)  c and d E

Question 4

Which of the following characteristics are most likely to apply to adopters of self-service technologies?

Accepted Answer

A)  To be female
B)  To be well educated
C)  To be male
D)  All of the above
E)  b and c

Question 5

How has the World Trade Organization been a driver of the internationalisation of services?

Accepted Answer

A)  By regulating international trade
B)  By creating a single market throughout the European Union
C)  By encouraging the trend toward privatisation of industries
D)  By spreading information about high-context and low-context cultures
E)  By pushing governments to create more favourable regulatory environments

Question 6

When a franchisor delegates the responsibility for recruiting, training and supporting franchisees, this strategy is referred to as 'master franchising'.

Accepted Answer

A) True 
 B)False

Question 7

Develop a service blueprint for a newly-opened full service restaurant.

Accepted Answer

The answer of Develop a service blueprint for a newly-opened...

Question 8

Websites for hotels are useful but for the most part customers prefer to deal with people rather than electronics when making their bookings.

Accepted Answer

A) True 
 B)False

Question 9

Blueprinting identifies potential _________ points, where there is significant risk of things going wrong and diminishing service quality.

Accepted Answer

A)  tactical error
B)  strategic error
C)  fail
D)  operational error
E)  inconsistent service

Question 10

Saving money is a more important driver of channel choice than convenience for most service customers.

Accepted Answer

A) True 
 B)False

Question 11

'A good idea and a good plan plus a franchise operation is the answer to developing a successful business.' Discuss this statement in terms of both a successful and non-successful franchise operation.

Accepted Answer

The answer of 'A good idea and a good plan...

Question 12

Key determinants in a service delivered in a bricks and mortar situation are cost and access to labour.

Accepted Answer

A) True 
 B)False

Question 13

Outsourcing service provisions has become increasingly popular with service organisations in recent years.What are the problems organisations are likely to encounter when following this approach?

Accepted Answer

The answer of Outsourcing service provisions has become increasingly popular...

Question 14

A ski resort in New Zealand offering a special hotel skiing package to tourists from Asia is exporting the service.

Accepted Answer

A) True 
 B)False

Question 15

The use of globalised corporate banking, insurance and management consulting are examples of:

Accepted Answer

A)  common customer needs drivers
B)  cost drivers
C)  market drivers
D)  technology drivers
E)  competition drivers

Question 16

Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.

Accepted Answer

A)  attitude of staff; apology
B)  recovery process; compensation
C)  recovery delivery; apology
D)  attitude of staff; compensation
E)  compensation offered; apology

Question 17

Among customers from a high-context Asian culture, which expectation about service encounters would be most likely?

Accepted Answer

A)  Emphasising the outcome of a service more than the process
B)  Responsiveness to customer wishes above management directives
C)  Being focused on goals
D)  Giving little weight to tradition
E)  Not having any expectations for the service encounter

Question 18

ATMs are appearing in more and more places including inside supermarkets.This is an example of locational constraint.

Accepted Answer

A) True 
 B)False

Question 19

Cultural values and norms which differ from the parent company and the overseas market are really not an issue.

Accepted Answer

A) True 
 B)False

Question 20

Which one of the following cannot be classified as a barrier for a service firm to enter the export market?

Accepted Answer

A)  Firm size
B)  Investment required
C)  Country-of-origin bias
D)  Restrictions in target company
E)  None of the above

Exam 5: Distributing services through physical and electronic channels

Dealing with a service organisation at 'arm's length' means customers and service providers interact through telecommunications or physical channels of distribution, rather than face to face.

Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?

Which of the following services would it be most appropriate for the customer to go to at a central location?

Which of the following characteristics are most likely to apply to adopters of self-service technologies?

How has the World Trade Organization been a driver of the internationalisation of services?

When a franchisor delegates the responsibility for recruiting, training and supporting franchisees, this strategy is referred to as 'master franchising'.

Develop a service blueprint for a newly-opened full service restaurant.

Websites for hotels are useful but for the most part customers prefer to deal with people rather than electronics when making their bookings.

Blueprinting identifies potential _________ points, where there is significant risk of things going wrong and diminishing service quality.

Saving money is a more important driver of channel choice than convenience for most service customers.

'A good idea and a good plan plus a franchise operation is the answer to developing a successful business.' Discuss this statement in terms of both a successful and non-successful franchise operation.

Key determinants in a service delivered in a bricks and mortar situation are cost and access to labour.

Outsourcing service provisions has become increasingly popular with service organisations in recent years.What are the problems organisations are likely to encounter when following this approach?

A ski resort in New Zealand offering a special hotel skiing package to tourists from Asia is exporting the service.

The use of globalised corporate banking, insurance and management consulting are examples of:

Wirtz and Mattila found the _ is more important than _ alone in achieving customer satisfaction and loyalty.

Among customers from a high-context Asian culture, which expectation about service encounters would be most likely?

ATMs are appearing in more and more places including inside supermarkets.This is an example of locational constraint.

Cultural values and norms which differ from the parent company and the overseas market are really not an issue.

Which one of the following cannot be classified as a barrier for a service firm to enter the export market?