Question 1

____________ 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 2

Core products are surrounded by supplementary elements from each of the eight clusters of supplementary services.

Accepted Answer

A) True 
 B)False  False

Question 3

Achieving success in new service development requires

Accepted Answer

A) market synergy. 
B) strong interfunctional cooperation and coordination. 
C) detailed and properly designed market research studies. 
D) all of the listed choices. 
E) none of the listed choices. 
A) market synergy. 
B) strong interfunctional cooperation and coordination. 
C) detailed and properly designed market research studies. 
D) all of the listed choices. 
E) none of the listed choices. D

Question 4

____________ 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 5

Which of the following is NOT considered an example of a hospitality element?

Accepted Answer

A) Greeting 
B) Toilets and washrooms 
C) Advice 
D) Food and beverages 
E) Transport 
A) Greeting 
B) Toilets and washrooms 
C) Advice 
D) Food and beverages 
E) Transport

Question 6

Which of the following is NOT one of the ways to build strong brands?

Accepted Answer

A) Dare to be different from competitors. 
B) Determining their fame by creating unique a competitive advantage. 
C) Building a parent brand. 
D) Fostering an emotional connection with the customers. 
E) Having the service employees internalize the brand. 
A) Dare to be different from competitors. 
B) Determining their fame by creating unique a competitive advantage. 
C) Building a parent brand. 
D) Fostering an emotional connection with the customers. 
E) Having the service employees internalize the brand.

Question 7

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 8

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 9

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 10

Give an example of an exception.

Accepted Answer

A child needs to be

Question 11

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 12

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

Accepted Answer

The core product refers to the overnight

Question 13

____________ represent a special type of order taking that entitles customers to a specific unit of service.

Accepted Answer

A) Suggestions 
B) Reservations 
C) Trackers 
D) Repossessions 
E) Contracts 
A) Suggestions 
B) Reservations 
C) Trackers 
D) Repossessions 
E) Contracts

Question 14

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 15

Singapore Airlines Raffles Class 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 16

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 17

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

Accepted Answer

A) True 
 B)False

Question 18

Give two examples of billing elements.

Accepted Answer

Periodic statements of account

Question 19

The search for competitive advantage rarely centers on supplementary services.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

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

Core products are surrounded by supplementary elements from each of the eight clusters of supplementary services.

Achieving success in new service development requires

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

Which of the following is NOT considered an example of a hospitality element?

Which of the following is NOT one of the ways to build strong brands?

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

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.

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

Give an example of an exception.

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

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

____________ represent a special type of order taking that entitles customers to a specific unit of service.

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

Singapore Airlines Raffles Class is an example of a(n)____________.

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.

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

Give two examples of billing elements.

The search for competitive advantage rarely centers on supplementary services.

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

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

Organizing for Service Leadership

Filters

Exam 4: Developing Service Products: Core and Supplementary Elements

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

Core products are surrounded by supplementary elements from each of the eight clusters of supplementary services.

Achieving success in new service development requires

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

Which of the following is NOT considered an example of a hospitality element?

Which of the following is NOT one of the ways to build strong brands?

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

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.

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

Give an example of an exception.

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

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

____________ represent a special type of order taking that entitles customers to a specific unit of service.

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

Singapore Airlines Raffles Class is an example of a(n)____________.

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.

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

Give two examples of billing elements.

The search for competitive advantage rarely centers on supplementary services.

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

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

Organizing for Service Leadership

Filters

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