Service Package Concepts

What are facilitating goods?

• The material purchased or consumed by the buyer, or the items provided by the customer.

• Items that are sold at a discount to attract customers.

• Goods that are used to facilitate communication between buyers and sellers.

• Products that are not essential for the purchase but enhance the buying experience.

What are supporting facilities?

• The physical resources that must be in place before a service can be offered.

• The marketing strategies used to promote a service.

• The human resources required to deliver a service.

• The financial investments needed for service development.

What does customer contact refer to?

• The physical presence of the customer in the system.

• The communication between the customer and the service provider.

• The feedback provided by customers after a service.

• The online interaction through social media platforms.

What is meant by the creation of the service?

• The work process involved in providing the service itself.

• The marketing strategy used to promote the service.

• The financial investment required to start the service.

• The customer feedback process after the service is delivered.

What are explicit services?

• The benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service.

• Services that are provided without any visible benefits.

• The intangible aspects of a service that cannot be measured.

• The additional features that enhance the service experience.

What are the elements of a good service guarantee?

• Unconditional, Easy to understand and communicate, Meaningful to the customer, Painless to invoke.

• Complicated, Difficult to understand, Irrelevant to the customer, Hard to invoke.

• Conditional, Vague, Meaningful to the provider, Easy to invoke.

• Unconditional, Hard to understand, Meaningful to the provider, Painless to invoke.

What is the extent of contact?

• The percentage of time the customer must be in the system relative to the total time needed to perform the customer service.

• The total time a customer spends interacting with the service representative.

• The average duration of customer service calls.

• The frequency of customer interactions over a specific period.

What is information in the context of services?

• Data that is irrelevant to service delivery.

• Operations data or information that is provided by the customer, to enable efficient and customized services.

• Information that is only used for marketing purposes.

• General knowledge that does not pertain to specific services.

What is a Service Package?

• A collection of unrelated products offered for sale.

• A bundle of goods and services that is provided in some environment.

• A single product sold at a discounted price.

• A service that is provided without any goods.

What are implicit services?

• Psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service.

• Tangible products that are sold alongside services.

• Direct interactions between the customer and service provider.

• The physical environment where the service is delivered.