Developing Service Products Core And Supplementary Elements

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Questions Bank

Introduction to Services Marketing
Customer Behavior in a Services Context
Positioning Services in Competitive Markets
Developing Service Products Core and Supplementary Elements
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

All Questions

Question 1

Free

Multiple Choice

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

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Room service

Reservation

Check-in/Check-out

Scheduling

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Question 2

Free

Multiple Choice

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

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Core products

Supplementary services

Delivery processes

Sustaining processes

Conditional services

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Question 3

Free

Multiple Choice

____________ is required either for service delivery or use of core product.

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An enhancing service

A facilitating service

A core service

The Flower of Service

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Question 4

Free

Multiple Choice

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

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short; curt; abrupt

simple; slow; effortful

short; sweet; ineffective

powerful; simple; abrupt

polite; fast; accurate

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Question 5

Free

Multiple Choice

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

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Suggestions

Reservations

Trackers

Repossessions

Contracts

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Question 6

Multiple Choice

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

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Better visualization of intangibles

Reduced risk

Act as surrogates for intangibles

A particular way of doing business

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Question 7

Multiple Choice

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

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Different car classes

Chauffeur drive

Mobile concierge

Credit card payment

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Question 8

Multiple Choice

Brand Equity does NOT include the following key component.

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Customer experience with the company

External Brand communication

Brand awareness

Brand meaning

Service Employees

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Question 9

Multiple Choice

New service categories include ____________ .

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style changes

line extensions

process innovations

service branding

service innovations

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Question 10

Multiple Choice

Three factors that contribute to the success of new service development are:

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Market synergy, organizational factors, market research factors

Market synergy, external factors, consumer factors

Organizational factors, customer ideas, value for customers

Market synergy, organizational factors, consumer factors.

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Question 11

True/False

Supplementary services play an important role in differentiation and positioning when core products become commoditized.

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True

False

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Question 12

True/False

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

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True

False

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Question 13

True/False

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

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True

False

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Question 14

True/False

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

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True

False

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Question 15

True/False

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

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True

False

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Question 16

True/False

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

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True

False

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Question 17

True/False

Major service innovations are relatively rare.

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True

False

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Question 18

True/False

Endorsed brands do not feature the corporate name.

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True

False

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Question 19

True/False

Brand meaning has a stronger impact on brand equity than brand awareness.

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True

False

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Question 20

True/False

Supplementary service innovations are the most common type of innovation.

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True

False

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Developing Service Products Core And Supplementary Elements

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

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

____________ is required either for service delivery or use of core product.

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

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

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

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

Brand Equity does NOT include the following key component.

New service categories include ____________ .

Three factors that contribute to the success of new service development are:

Supplementary services play an important role in differentiation and positioning when core products become commoditized.

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

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

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

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

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

Major service innovations are relatively rare.

Endorsed brands do not feature the corporate name.

Brand meaning has a stronger impact on brand equity than brand awareness.

Supplementary service innovations are the most common type of innovation.

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