Question 1

What three components must the value proposition address and integrate?

Accepted Answer

Core products, suppl...

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

____________ 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 servicesF) C) and E)
G) A) and C)

Question 4

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

Accepted Answer

How the different service components are...

Question 5

Describe the four types of "exceptions" listed in the chapter.

Accepted Answer

Special requests are one type of excepti...

Question 6

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 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

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

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is NOT one of the seven categories of new services?

Accepted Answer

A)   Target profitable customers, employing behavior segmentation rather than demographics.
B)   Achieve a superior understanding of what your targeted customers value.
C)   Design facilities that delight your customers and reduce complaints.
D)   Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience.
E)   Make everyone a brand manager.F) A) and B)
G) C) and D)

Question 10

Singapore Airlines Raffles Class is an example of an)  ____________.

Accepted Answer

A)   branded house
B)   endorsed brand
C)   house of brands
D)   sub-brand
E)   clear strategyF) B) and C)
G) B) and D)

Question 11

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

Accepted Answer

Multiple Choice Quest ionsThe three fact...

Question 12

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 13

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)   SuggestionsF) B) and C)
G) B) and D)

Question 14

A company's ____________ helps to determine which supplementary services should be included.

Accepted Answer

A)   location
B)   delivery system
C)   key service representative
D)   service atmosphere
E)   market positioning strategyF) B) and D)
G) B) and C)

Question 15

What are the branding alternatives for service firms?

Accepted Answer

Branded house, subbr...

Question 16

Give two examples of enhancing services.

Accepted Answer

Consultation, hospit...

Question 17

Branding can only be used at the company level for service businesses.

Accepted Answer

A) True 
 B)False

Question 18

Give an example of a consultation element.

Accepted Answer

Advice-personal counseling, tu...

Question 19

____________ 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)   ContractsF) A) and E)
G) None of the above

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)   safekeepingF) C) and D)
G) A) and D)

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

Describe the four types of "exceptions" listed in the chapter.

Correct AnswerverifiedSpecial requests are one type of excepti...View AnswerShow Answer

Give an example of a consultation element.

Correct AnswerverifiedAdvice-personal counseling, tu...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

A company's ____________ helps to determine which supplementary services should be included.

Correct AnswerverifiedShow Answer

What three components must the value proposition address and integrate?

Correct AnswerverifiedCore products, suppl...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Give two examples of enhancing services.

Correct AnswerverifiedConsultation, hospit...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

What are the branding alternatives for service firms?

Correct AnswerverifiedBranded house, subbr...View AnswerShow Answer

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

Correct AnswerverifiedHow the different service components are...View AnswerShow Answer

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

Correct AnswerverifiedSun Microsystems utilizes a sub-branded ...View AnswerShow Answer

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 ____________ .

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedMultiple Choice Quest ionsThe three fact...View AnswerShow Answer

Singapore Airlines Raffles Class is an example of an) ____________.

Correct AnswerverifiedShow Answer

Branding can only be used at the company level for service businesses.

Correct AnswerverifiedShow Answer

Which of the following is NOT one of the seven categories of new services?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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Special requests are one type of excepti...
View Answer

Correct Answer
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Advice-personal counseling, tu...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Core products, suppl...
View Answer

Correct Answer
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Correct Answer
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Consultation, hospit...
View Answer

Correct Answer
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Correct Answer
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Branded house, subbr...
View Answer

Correct Answer
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How the different service components are...
View Answer

Correct Answer
verified
Sun Microsystems utilizes a sub-branded ...
View Answer

Correct Answer
verified

Correct Answer
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Multiple Choice Quest ionsThe three fact...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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