ELSRVMA Quiz 4

Multiple Choice

It is a “bundle of output”

that comprises all the elements of the service

performance, both physical and intangible, that

create value for customers.

• Service package
• Service collection
• Service deal
• Service product

Multiple Choice

It delivers the principal benefits and

solutions customers seek.

• Core product

• Supplementary services

• Core services

• Delivery processes

Multiple Choice

It determine how the core and

supplementary service elements are delivered

to the customer.

• Core product

• Supplementary services

• Core services

• Delivery processes

Multiple Choice

It facilitates and enhances

the core product.

• Core product

• Supplementary services

• Core services

• Delivery processes

Multiple Select

The Flower of Service consists of two

components:

• Core product delivers the main benefits and

  solutions customers look for.

• Main product delivers the main benefits and

  solutions customers look for.

• Primary sfacilitate and enhance

  the value of the core product.

• Supplementary services facilitate and enhance

  the value of the core product.

Multiple Choice

Firms can use four brand architecture options

at the corporate level, except:

• Branded house

• Mall brands

• Sub-brands

• Endorsed brands

Multiple Choice

In many industries, branding is used to

differentiate service levels

• service increase

• service differentiation

• service tiering

• service layering

Multiple Choice

Business-to-business (B2B) service

support is often tied with a “________" service

offering the highest level of responsiveness and

access to more senior technicians.

• platinum

• gold

• bronze

• silver

Multiple Choice

Key factors that enhance the chances of

success in new service development are, except:

• market synergy

• consumer analysis

• market research

• organizational factors

Multiple Choice

The seven

levels in the hierarchy of new service development

are, except:

• Service improvements

• Style changes

• Product service innovations

• Process line extensions

• Major process innovations