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Question 1
Free
Multiple Choice

Three flows that address what is being distributed are:

Choose correct answer/s
A

information and promotion flow, negotiation flow, product flow

B

electronic channel flow, negotiation flow, price flow

C

product flow, place flow, price flow

D

information flow, negotiation flow, distribution flow

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Question 2
Free
Multiple Choice

One of the following is NOT an example of distribution when service comes to the customer.

Choose correct answer/s
A

a credit card company

B

house painting

C

mobile car wash

D

mail delivery

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Question 3
Free
Multiple Choice

Important factors that attract customers to online services are:

Choose correct answer/s
A

convenience

B

ease of search

C

broader selection

D

24/7 prompt service

E

All of the above

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Question 4
Free
Multiple Choice

In order to develop a location strategy for a distribution channel, firms must consider _____________ .

Choose correct answer/s
A

customer needs

B

customer expectations

C

competitive activity

D

All of the above

E

None of the above

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Question 5
Free
Multiple Choice

_____________ is a key component of the value proposition of both mini-stores and multi-purpose facilities.

Choose correct answer/s
A

Accessibility

B

Convenience

C

Competitor activity

D

Price consideration

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Question 6
Multiple Choice

Key factors determining the opening hours of a service facility are ____________ .

Choose correct answer/s
A
Customer needs
B
Economics of opening hours
C
Competitor opening hours
D
Only a & b
E
Only b & c
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Question 7
Multiple Choice

Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and relevant.

Choose correct answer/s
A
Access; alert; update
B
Complement; alert; conceal
C
Access; attract; conceal
D
Access; guide; conceal
E
Complement; guide; conceal
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Question 8
Multiple Choice

____________ has become a popular way to expand delivery of an effective service concept, embracing all of the seven Ps, to multiple sites, without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

Choose correct answer/s
A
The Internet
B
International trade
C
Franchising
D
Sole proprietorship
E
Limited partnership
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Question 9
Multiple Choice

Industry drivers for transnational strategies include ____________ .

Choose correct answer/s
A
market, technological and logistical drivers
B
cost, government and technology drivers
C
competition, market, and online drivers
D
competition, government, and logistical drivers
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Question 10
Multiple Choice

The following is an example of a highly regulated service market where it is difficult for international players to enter.

Choose correct answer/s
A
Healthcare
B
Logistics
C
Advertising
D
Fast food
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Question 11
True/False

The convenience of service factory locations and operational schedules assumes great importance when a customer has to physically present throughout the service delivery or even just to initiate and terminate the transaction.

Choose correct answer/s
True
False
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Question 12
True/False

In general, service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

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True
False
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Question 13
True/False

Many core services require a physical location, and this severely restricts distribution.

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True
False
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Question 14
True/False

Customers who look for functional aspects of a transaction prefer more convenience .

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True
False
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Question 15
True/False

For services that are complex and have a high perceived risk, people tend to rely on personal channels.

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True
False
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Question 16
True/False

Channel convenience is essential for successful delivery of a service through multiple channels.

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True
False
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Question 17
True/False

Intermediaries are most often used in core service and not in supplementary services.

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True
False
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Question 18
True/False

A firm can export a service if its intellectual property and value-creation sources can be protected.

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True
False
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Question 19
True/False

Knowledge-based services should expand into overseas markets through mergers and acquisitions.

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True
False
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Question 20
Essay

List the six options for service delivery (three natures of interaction between the customer and service organization; two availabilities of service outlets) and provide an example of a service that falls into each category.

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