Question 1

FedEx Ground is an example of a(n) ____________.

Accepted Answer

A) branded house 
B) endorsed brand 
C) house of brands 
D) sub-brand 
E) clear strategy 
A) branded house 
B) endorsed brand 
C) house of brands 
D) sub-brand 
E) clear strategy

Question 2

Companies present their brands mainly through advertising, personnel, and publicity.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

On-site order fulfil

Question 4

Major service innovations are relatively rare.

Accepted Answer

A) True 
 B)False

Question 5

Acompany's market positioning strategy helps to determine which supplementary service should be included.

Accepted Answer

A) True 
 B)False

Question 6

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 7

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

Accepted Answer

Sun Microsystems utilizes a sub-branded

Question 8

What are the components that the value proposition must address?

Accepted Answer

Core products, and s

Question 9

Which is not an example of service tiering for Avis car rental?

Accepted Answer

A) Different car classes 
B) Chauffeur drive 
C) Mobile concierge 
D) Credit card payment 
A) Different car classes 
B) Chauffeur drive 
C) Mobile concierge 
D) Credit card payment

Question 10

What are the two roles of supplementary services?

Accepted Answer

Facilitati

Question 11

Which is not a form of supplementary service for a luxury hotel?

Accepted Answer

A) Room service 
B) Reservation 
C) Check-in/Check-out 
D)  Scheduling 
A) Room service 
B) Reservation 
C) Check-in/Check-out 
D)  Scheduling

Question 12

Endorsed brands do not feature the corporate name.

Accepted Answer

A) True 
 B)False

Question 13

Brand Equity does NOT include the following key component.

Accepted Answer

A) Customer experience with the company 
B) External Brand communication 
C) Brand awareness 
D) Brand meaning 
E) Service Employees 
A) Customer experience with the company 
B) External Brand communication 
C) Brand awareness 
D) Brand meaning 
E) Service Employees

Question 14

Giordano is well recognized for both their superior meals and attentive cabin crew.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Accepted Answer

A) Gold. 
B) Platinum. 
C) Aluminum. 
D) Bronze. 
E) Silver. 
A) Gold. 
B) Platinum. 
C) Aluminum. 
D) Bronze. 
E) Silver.

Question 16

Features of strong brands do not include which of the following?

Accepted Answer

A) Better visualization of intangibles 
B) Reduced risk 
C) Act as surrogates for intangibles 
D) A particular way of doing business 
A) Better visualization of intangibles 
B) Reduced risk 
C) Act as surrogates for intangibles 
D) A particular way of doing business

Question 17

For self-service payment, customers may make payment by inserting coins, banknotes, tokens or cards into machines.

Accepted Answer

A) True 
 B)False

Question 18

Crown Plaza hotels are part of the Intercontinental Hotel Group (IHG) but are usually not identified as part of IHG to protect IHG's exclusive image.

Accepted Answer

A) True 
 B)False

Question 19

The sequence of arrangement of eight petal of Flower of Service may vary.

Accepted Answer

A) True 
 B)False

Question 20

Customers who visit Giordano outlets are greeted with a cheerful "Hello" and "Thank you" when they enter and leave the store. That is an example of ____________.

Accepted Answer

A) consultation 
B) hospitality 
C) exceptions 
D) courtesy 
E) safekeeping 
A) consultation 
B) hospitality 
C) exceptions 
D) courtesy 
E) safekeeping

FedEx Ground is an example of a(n) ____________.

Companies present their brands mainly through advertising, personnel, and publicity.

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

Major service innovations are relatively rare.

Acompany's market positioning strategy helps to determine which supplementary service should be included.

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

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

What are the components that the value proposition must address?

Which is not an example of service tiering for Avis car rental?

What are the two roles of supplementary services?

Which is not a form of supplementary service for a luxury hotel?

Endorsed brands do not feature the corporate name.

Brand Equity does NOT include the following key component.

Giordano is well recognized for both their superior meals and attentive cabin crew.

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Features of strong brands do not include which of the following?

For self-service payment, customers may make payment by inserting coins, banknotes, tokens or cards into machines.

Crown Plaza hotels are part of the Intercontinental Hotel Group (IHG) but are usually not identified as part of IHG to protect IHG's exclusive image.

The sequence of arrangement of eight petal of Flower of Service may vary.

Customers who visit Giordano outlets are greeted with a cheerful "Hello" and "Thank you" when they enter and leave the store. That is an example of ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against 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

Building a World-Class Service Organization

Filters

Exam 4: Developing Service Products Core and Supplementary Elements

FedEx Ground is an example of a(n) ____________.

Companies present their brands mainly through advertising, personnel, and publicity.

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

Major service innovations are relatively rare.

Acompany's market positioning strategy helps to determine which supplementary service should be included.

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

Explain where Sun Microsystems falls on the spectrum of branding alternatives and discuss what their strategy involves.

What are the components that the value proposition must address?

Which is not an example of service tiering for Avis car rental?

What are the two roles of supplementary services?

Which is not a form of supplementary service for a luxury hotel?

Endorsed brands do not feature the corporate name.

Brand Equity does NOT include the following key component.

Giordano is well recognized for both their superior meals and attentive cabin crew.

Which of the following is NOT one of Sun Microsystem's hardware and software support level?

Features of strong brands do not include which of the following?

For self-service payment, customers may make payment by inserting coins, banknotes, tokens or cards into machines.

Crown Plaza hotels are part of the Intercontinental Hotel Group (IHG) but are usually not identified as part of IHG to protect IHG's exclusive image.

The sequence of arrangement of eight petal of Flower of Service may vary.

Customers who visit Giordano outlets are greeted with a cheerful "Hello" and "Thank you" when they enter and leave the store. That is an example of ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against 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

Building a World-Class Service Organization

Filters