Chap 5 MKT 202

Experiences, performances, and solutions are not physically shipped and stored.

• True  

• False

With the help of logistics and telecommunications, many service transactions are carried out remotely.

• True

• False

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

• Self-service channels

• Personal channels

For services that require customers to visit the service location, what factors should companies consider?

• rental

• customer catchment areas

• operational hours  

• All of the above

Which of the following is NOT one of the factors that encourage extended operating hours?

• Economic pressure from consumers

• Changes in legislation

• Availability of employees to work during “social” hours

• Economic incentives to improve asset utilization

• All of the above

Where should a service facility be located?

• Population size and characteristics

• Convenience in this area

• Competitors in this area

• Availability of labor

• All of the above

An example of Information processing service is______________

• Hairstylist 

•  Cinema

• Banking

• Hotel

Important factors that attract customers to online services are:

• Convenience

• Ease of search

• A broader selection

• Potential for better prices

• All of these

The four interesting innovations for service delivery arising from the Internet are all of the following EXCEPT _____________.

• Creation of websites as a delivery channel for information-based services

• DVDs that can store huge amounts of information

• Development of "smart" mobile phones linking users to the Internet wherever they are

• Smart card containing a microchip acting as an electronic purse containing digital money

Which of the following is an example of a franchised service firm?

• Saksb.

• Barnes & Noble

• Starbucks

• Pier One Imports