MKT202 - Quiz 2

Viettel Post offers customers the oppotunity to track the movements of their packages, whichhave been assigned a unique identification number. This is an example of ?

• order-taking

• information

• safekeeping

• exceptions

When going to a Japanese restaurant, you are greeted by the employees right at the door with a "Good evening" and a “Thank you” when you leave. That is an example of?

• Hospitality

• Information

• Consulting

• Order-taking

___ involves supplementary service that fall outside the routine of normal service delivery.

(a)  

• Exception
• Hospitality
• Information

When customers have to visit the service site, two key factors that need to be considered are:

• costs of service, number of staff required

• convenience of service outlet locations; operational hours

• availability of self-service facilities; parking space availability

• means of transactions; availability of transport options

Firms like Dunkin’ Donuts and Subway sharing space with quick service restaurants is an example of?

• ministore

• multi-brand strategy

• supermarket

• convenience store

Which of the following is not one of the three interelated flows of distibution in a service context?

• Information flow

• Transaction flow

• Negotiation flow

• Product flow

Which of the following represent the simplest type of service innovations?

• Style changes

• Product line extensions

• Process line extensions

• Service innovation

For services that are complex and have a high perceived

risk, people tend to?

• rely on personal channels

• decide not to use the service

• prefer online channels

• look for recommendation from friends

___ 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.

______ and ______ decisions are crucial for service distribution strategy.

• Place and time

• Product and place

• Price and talk

• Price and people