Question 1

Which of the following is NOT one of British Airways seven distinct air travel products?

Accepted Answer

A)  Deluxe service First Class) 
B)  Club World Business Class) 
C)  Club Britain Business Class) 
D)  Club Europe Business Class) 
E)  Euro-Traveler Economy Class) 
A)  Deluxe service First Class) 
B)  Club World Business Class) 
C)  Club Britain Business Class) 
D)  Club Europe Business Class) 
E)  Euro-Traveler Economy Class) C

Question 2

At its simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

Accepted Answer

A)  billing 
B)  payment 
C)  consultation 
D)  hospitality 
E)  selling 
A)  billing 
B)  payment 
C)  consultation 
D)  hospitality 
E)  selling C

Question 3

____________ supply the central, problem-solving benefit that customers seek.

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 A

Question 4

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Accepted Answer

A) True 
 B)False

Question 5

Give two examples of facilitating services.

Accepted Answer

Informatio

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

Give two examples of billing elements.

Accepted Answer

Periodic statements of account

Question 8

The search for competitive advantage rarely centers on supplementary services.

Accepted Answer

A) True 
 B)False

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

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

Accepted Answer

A) True 
 B)False

Question 11

What are the two roles of supplementary services?

Accepted Answer

Facilitati

Question 12

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.
e.g. luxury versus economy), scheduling how long the room is available), nature of the process in this case people processing), and the customer's role in consumption of the room. Supplementary services include things like parking, room service, reservations, and a breakfast buffet. Delivery of both the core and the supplementary services is provided electronically, via hotel employee, or by the customer. Phone use and pay TV are automatically billed to the room. Room service and check-in are provided by a hotel employee. Most breakfast buffets are self-service, requiring the customer to take action.

Accepted Answer

The core product refers to the overnight

Question 13

Supplementary service innovations are the most common type of innovation.

Accepted Answer

A) True 
 B)False

Question 14

Provide an example of a major process innovation.

Accepted Answer

University of Phoenix competes

Question 15

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

On-site order fulfil

Question 17

The delivery process surrounding the core product of an overnight hotel stay includes scheduling, nature of process, customer role and service level.

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

Accepted Answer

A) True 
 B)False

Question 20

DHL offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

Accepted Answer

A)  order-taking 
B)  safekeeping 
C)  information 
D)  consultation 
E)  exceptions 
A)  order-taking 
B)  safekeeping 
C)  information 
D)  consultation 
E)  exceptions

Which of the following is NOT one of British Airways seven distinct air travel products?

At its simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

____________ supply the central, problem-solving benefit that customers seek.

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Give two examples of facilitating services.

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

Give two examples of billing elements.

The search for competitive advantage rarely centers on supplementary services.

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

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

What are the two roles of supplementary services?

Supplementary service innovations are the most common type of innovation.

Provide an example of a major process innovation.

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

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

The delivery process surrounding the core product of an overnight hotel stay includes scheduling, nature of process, customer role and service level.

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

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

DHL offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

Introduction to Services Marketing

Consumer 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

Developing 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

Organizing for Change Management and Service Leadership

Filters

Exam 4: Developing the Service Concept: Core and Supplementary Elements

Which of the following is NOT one of British Airways seven distinct air travel products?

At its simplest, ____________ consists of immediate advice from a knowledgeable service person in response to the request: "What do you suggest?"

____________ supply the central, problem-solving benefit that customers seek.

The difference between a product and a service is that a product is a bundle of output while a service is a bundle of supplementary services.

Give two examples of facilitating services.

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

Give two examples of billing elements.

The search for competitive advantage rarely centers on supplementary services.

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

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

What are the two roles of supplementary services?

Supplementary service innovations are the most common type of innovation.

Provide an example of a major process innovation.

Hospitality represents a more subtle approach to consultation because it involves helping customers better understand their situations.

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

The delivery process surrounding the core product of an overnight hotel stay includes scheduling, nature of process, customer role and service level.

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

Service marketers need to create a coherent offering in which each element is compatible with the others and all are mutually reinforcing.

DHL offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

Introduction to Services Marketing

Consumer 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

Developing 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

Organizing for Change Management and Service Leadership

Filters

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