Question 1

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Accepted Answer

See Sign &$\rightarrow$ Park/Enter $\rightarrow$ Review Menu $\rightarrow$ Pick up $\rightarrow$ Find Table $\rightarrow$Clear Table
Drive into Resturant Order Meal & Meal & Eat & Leave
Lot Pay

Question 2

Core products are always surrounded by the same eight supplementary elements as they evolve.

Accepted Answer

A) True 
 B)False  False

Question 3

Give two examples of facilitating services.

Accepted Answer

Information, order-taking (billing, payment).

Question 4

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is an example of a special request in advance of service delivery?

Accepted Answer

A)  Dietary requirements 
B)  Complaints 
C)  Warranties 
D)  Refunds 
E)  Suggestions 
A)  Dietary requirements 
B)  Complaints 
C)  Warranties 
D)  Refunds 
E)  Suggestions

Question 6

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.

Accepted Answer

The core product refers to the overnight

Question 7

What four things must the design of the service offerings address?

Accepted Answer

How the different service components are

Question 8

Which of the following is NOT a category of new service innovation?

Accepted Answer

A)  Supplementary service innovations 
B)  Product line extensions 
C)  Major product innovations 
D)  Process line extensions 
E)  Self-sustaining innovations 
A)  Supplementary service innovations 
B)  Product line extensions 
C)  Major product innovations 
D)  Process line extensions 
E)  Self-sustaining innovations

Question 9

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Accepted Answer

A)  short; curt; abrupt 
B)  simple; slow; effortful 
C)  short; sweet; ineffective 
D)  powerful; simple; abrupt 
E)  polite; fast; accurate 
A)  short; curt; abrupt 
B)  simple; slow; effortful 
C)  short; sweet; ineffective 
D)  powerful; simple; abrupt 
E)  polite; fast; accurate

Question 10

Airlines make use of ____________ systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces ____________.

Accepted Answer

A)  Ticketless; gross revenue charges 
B)  Partial; gross revenue charges 
C)  Ticketless; travel agent commissions 
D)  Partial; travel agent commissions 
E)  Ticketless; net revenue charges 
A)  Ticketless; gross revenue charges 
B)  Partial; gross revenue charges 
C)  Ticketless; travel agent commissions 
D)  Partial; travel agent commissions 
E)  Ticketless; net revenue charges

Question 11

Information processing services tend to be the most demanding in terms of supplementary elements.

Accepted Answer

A) True 
 B)False

Question 12

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

Accepted Answer

A)  Core products 
B)  Supplementary services 
C)  Delivery processes 
D)  Sustaining processes 
E)  Conditional services 
A)  Core products 
B)  Supplementary services 
C)  Delivery processes 
D)  Sustaining processes 
E)  Conditional services

Question 13

The search for competitive advantage rarely centers on supplementary services.

Accepted Answer

A) True 
 B)False

Question 14

All service elements must be delivered in a prescribed sequence.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

The three factors that lead to success i

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

Accepted Answer

Many hotel chains offer groups of sub-br

Question 18

Give two examples of enhancing services.

Accepted Answer

Consultation, hospit

Question 19

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

On-site order fulfil

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Give two examples of facilitating services.

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

Which of the following is an example of a special request in advance of service delivery?

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.

What four things must the design of the service offerings address?

Which of the following is NOT a category of new service innovation?

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

Airlines make use of systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces .

Information processing services tend to be the most demanding in terms of supplementary elements.

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

The search for competitive advantage rarely centers on supplementary services.

All service elements must be delivered in a prescribed sequence.

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

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

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

Give two examples of enhancing services.

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and 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

Striving for Service Leadership

Filters

Exam 4: Developing Service Products: Core and Supplementary Elements

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Core products are always surrounded by the same eight supplementary elements as they evolve.

Give two examples of facilitating services.

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

Which of the following is an example of a special request in advance of service delivery?

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.

What four things must the design of the service offerings address?

Which of the following is NOT a category of new service innovation?

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Airlines make use of ____________ systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces ____________.

Information processing services tend to be the most demanding in terms of supplementary elements.

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

The search for competitive advantage rarely centers on supplementary services.

All service elements must be delivered in a prescribed sequence.

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

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

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

Give two examples of enhancing services.

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and 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

Striving for Service Leadership

Filters

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

Airlines make use of systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces .