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Exam 4: Developing Service Products: Core and Supplementary Elements C

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Question 21

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The three factors that contribute the most to achieving success of new service development in order of importance are:

A) Market research factors, organizational factors, market synergy
B) Market synergy, organizational factors, market research factors
C) Organizational factors, market synergy, market research factors
D) Market synergy, market research factors, organizational factors
E) Market research factors, market synergy, organizational factors

F) A) and E)
G) None of the above

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Question 22

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Firms actually benefit from late payments, because they reduce the amount of accounts payable.

A) True
B) False

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Question 23

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The search for competitive advantage rarely centers on supplementary services.

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

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

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

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

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

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

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

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

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.

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Give two examples of facilitating services.

All service elements must be delivered in a prescribed sequence.

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

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

What three components must the value proposition address and integrate?

Why do firms benefit from prompt payments?

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