Services Marketing unit-1

In a services context, distribution embraces all of the following elements EXCEPT ___________.

• product flow

• core services flow

• negotiation flow

• information and promotion flow

Research has shown that younger and higher income customers are more likely to use __________ channels.

• single site

• Personal

• self-service

• Impersonal

________ is an example of a service where the customer typically goes to the service organization

• House painting

• A taxi service

• A credit card company

• The theatre

_____ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.

• Multi-site expansion

• Company-owned expansion

• Franchising

• Sub-contracting

Adding an internet channel to an already established physical channel is always a good idea.

• True

• False

Services are distributed directly to customer.

• Electronic channels

• Franchising

• Direct sale

• Agents and brokers

Support services are an important part of a customer's overall brand experience.

• TRUE

• FALSE

This is the Channel that goes from Producer to Consumer

• Direct

• Indirect

• Sales Agent

• None of the above

A strategy to enter the market by creating and offering a service that is perceived as being unique is called ...

• Overall Cost Leadership Strategy

• Differentiation Strategy

• Focus Strategy

• Unique Strategy

An example of physical evidence of a courier service is ...

• Friendly staff

• On time delivery

• Tracking system

• Delivery fleet/vehicles