Question 1

In the framework for service design, 'increased perception of control' is provided by which service redesign concept?

Accepted Answer

A)  Bundled the service
B)  Direct service
C)  Self-service
D)  Pre-service
E)  Physical service

Question 2

How necessary and possible is it for small organisations to display strong brands? Discuss this in line with The Flower of Service concept.

Accepted Answer

It is both necessary and possible for small organizations to display strong brands. The Flower of Service concept, developed by Christopher Lovelock, emphasizes the importance of delivering value to customers through a combination of core and supplementary services. A strong brand can enhance the overall customer experience and differentiate a small organization from its competitors.

In today's competitive market, a strong brand is essential for small organizations to stand out and attract customers. A well-defined brand identity helps to build trust and credibility, which are crucial for small businesses looking to establish themselves in the market. Additionally, a strong brand can command higher prices and customer loyalty, leading to increased profitability and sustainability for the organization.

Furthermore, it is possible for small organizations to develop strong brands by focusing on the various elements of The Flower of Service concept. By understanding and delivering on customer needs and expectations, small organizations can create a unique value proposition that sets them apart from larger competitors. This can be achieved through offering a combination of core services (such as the actual product or service being offered) and supplementary services (such as consultation, customization, or after-sales support) that enhance the overall customer experience.

By aligning their brand with the principles of The Flower of Service, small organizations can create a strong and differentiated brand that resonates with their target audience. This can lead to increased customer satisfaction, positive word-of-mouth, and ultimately, sustainable business growth.

In conclusion, displaying a strong brand is both necessary and possible for small organizations, and it can be achieved by leveraging the principles of The Flower of Service to deliver exceptional value to customers. By doing so, small organizations can establish themselves as competitive players in the market and build long-term success.

Question 3

Delivery ______ concern the place and manner of service ______, and how we have been _______.

Accepted Answer

A)  processes; delivery; treated
B)  services; provided; advised
C)  actions; attributes; treated
D)  processes; delivery; advised
E)  experiences; delivery; advised

Question 4

Using the example of a 24/7 medical surgery, differentiate between the core service, facilitating services and supporting services.

Accepted Answer

The core service in a 24/7 medical surge...

Question 5

When developing service products, core and supplementary service elements, core products, supplementary services, reliability levels and accessibility are all part of the:

Accepted Answer

A)  strategic service concept
B)  market positioning
C)  service marketing concept
D)  service operations concept
E)  none of the above

Question 6

Companies do not need to perform well on core service and should focus on their performance of supplementary services.

Accepted Answer

A) True 
 B)False

Question 7

Most _______ services represent _______ to _______ needs.

Accepted Answer

A)  augmented; responses; customers
B)  supplementary; answers; organisations
C)  supplementary; information; customers
D)  supplementary; responses; customers
E)  core; responses; customers

Question 8

Money is not the only cost that customers incur when buying goods or using a service.

Accepted Answer

A) True 
 B)False  True

Question 9

Bills for services should NOT be:

Accepted Answer

A)  timely
B)  accurate
C)  illegible
D)  complete
E)  itemised

Question 10

Professional consultation in, for example, a trip to the doctor or an accountant is a complex and demanding form of consultation.

Accepted Answer

A) True 
 B)False

Question 11

The four groups of facilitating services are:

Accepted Answer

A)  information, order-taking, billing, payment
B)  consultation, information, order-taking, billing
C)  order-taking, information, exceptions,
D)  hospitality, information, order-taking, billing
E)  exceptions, hospitality, safekeeping, order-taking

Question 12

Creating a formal relationship with customers is important for some service providers.Which of the following is least likely to require this form of relationship?

Accepted Answer

A)  Banks
B)  Insurance companies
C)  Medical benefits funds
D)  All of the above
E)  None of the above

Question 13

To be successful, what must a branding strategy do?

Accepted Answer

A)  Offer a variable service experience so customers will be surprised
B)  Rely on a clever tag line and pleasing graphic elements
C)  Deliver the core service
D)  Convince customers that there are meaningful differences between brands
E)  Take the place of the service's value proposition

Question 14

The strategy of surrounding the core product with supplementary value-adding services is known in product marketing circles as the process of creating the:

Accepted Answer

A)  product
B)  service product
C)  supplementary product
D)  augmented product
E)  expected product

Question 15

Supplementary services hold strategic value for a firm because they:

Accepted Answer

A)  are less expensive to offer
B)  encourage consumer trial and switching
C)  create a barrier to consumer switching
D)  can be offered instead of expensive staff contact
E)  are more flexible and can be changed quickly

Question 16

_______ concept defines the essential nature of the service(s)  to be offered with reference to the nature and needs of the market(s)  to be targeted, and leads to a specification of what resources will be required to make the concept a reality.

Accepted Answer

A)  The strategic service
B)  The service marketing
C)  The service operations
D)  The service production
E)  The service production and consumption

Question 17

It is unreasonable for customers to expect a variety of payment options, particularly when the organisation is small.

Accepted Answer

A) True 
 B)False  False

Question 18

Which of the following is most aptly applied to the 'mass service' classification within the system created by Maister and later expanded by Schmenner (1986) ?

Accepted Answer

A)  Low degree of personal, interaction, customisation and labour intensity
B)  Low degree of personal interaction and customisation but high in labour intensity
C)  High degree of personal interaction and customisation and low in labour intensity
D)  High in personal interaction, customisation and labour intensity
E)  Low in personal interaction, customisation and high in labour intensity

Question 19

What Levitt called 'the total product concept' consists of all of the following EXCEPT:

Accepted Answer

A)  supplementary product
B)  core product
C)  expected product
D)  augmented product
E)  potential product

Question 20

In the development process of a service product strategy, what are the three essential elements that must be considered by a service firm?

Accepted Answer

A)  Nature and benefits of the service, place and manner of service provision, and requisite enabling resources
B)  Nature and benefits of the service, place and manner of service provision, and the organisation's financial resources
C)  Nature and benefits of the service, customer's perception of quality, and requisite enabling resources
D)  Customer's perception of quality, place and manner of service provision, and requisite enabling resources
E)  Customer's perception of quality, place and manner of service provision, and the organisation's financial resources

Exam 4: Developing service products: core and supplementary service elements

In the framework for service design, 'increased perception of control' is provided by which service redesign concept?

Correct Answer
verified

How necessary and possible is it for small organisations to display strong brands? Discuss this in line with The Flower of Service concept.

Delivery concern the place and manner of service , and how we have been ___.

Correct Answer
verified

Using the example of a 24/7 medical surgery, differentiate between the core service, facilitating services and supporting services.

Correct Answer
Answered by ExamLex AI
The core service in a 24/7 medical surge...
View Answer

When developing service products, core and supplementary service elements, core products, supplementary services, reliability levels and accessibility are all part of the:

Correct Answer
verified

Companies do not need to perform well on core service and should focus on their performance of supplementary services.

Correct Answer
verified

Most ___ services represent _ to _____ needs.

Correct Answer
verified

Money is not the only cost that customers incur when buying goods or using a service.

Correct Answer
verified
True

Bills for services should NOT be:

Correct Answer
verified

Professional consultation in, for example, a trip to the doctor or an accountant is a complex and demanding form of consultation.

Correct Answer
verified

The four groups of facilitating services are:

Correct Answer
verified

Creating a formal relationship with customers is important for some service providers.Which of the following is least likely to require this form of relationship?

Correct Answer
verified

To be successful, what must a branding strategy do?

Correct Answer
verified

The strategy of surrounding the core product with supplementary value-adding services is known in product marketing circles as the process of creating the:

Correct Answer
verified

Supplementary services hold strategic value for a firm because they:

Correct Answer
verified

_______ concept defines the essential nature of the service(s) to be offered with reference to the nature and needs of the market(s) to be targeted, and leads to a specification of what resources will be required to make the concept a reality.

Correct Answer
verified

It is unreasonable for customers to expect a variety of payment options, particularly when the organisation is small.

Correct Answer
verified
False

Which of the following is most aptly applied to the 'mass service' classification within the system created by Maister and later expanded by Schmenner (1986) ?

Correct Answer
verified

What Levitt called 'the total product concept' consists of all of the following EXCEPT:

Correct Answer
verified

In the development process of a service product strategy, what are the three essential elements that must be considered by a service firm?

Correct Answer
verified

Exam 4: Developing service products: core and supplementary service elements

In the framework for service design, 'increased perception of control' is provided by which service redesign concept?

Correct AnswerverifiedShow Answer

How necessary and possible is it for small organisations to display strong brands? Discuss this in line with The Flower of Service concept.

Delivery ______ concern the place and manner of service ______, and how we have been _______.

Correct AnswerverifiedShow Answer

Using the example of a 24/7 medical surgery, differentiate between the core service, facilitating services and supporting services.

Correct AnswerAnswered by ExamLex AIThe core service in a 24/7 medical surge...View AnswerShow Answer

When developing service products, core and supplementary service elements, core products, supplementary services, reliability levels and accessibility are all part of the:

Correct AnswerverifiedShow Answer

Companies do not need to perform well on core service and should focus on their performance of supplementary services.

Correct AnswerverifiedShow Answer

Most _______ services represent _______ to _______ needs.

Correct AnswerverifiedShow Answer

Money is not the only cost that customers incur when buying goods or using a service.

Correct AnswerverifiedTrue

Bills for services should NOT be:

Correct AnswerverifiedShow Answer

Professional consultation in, for example, a trip to the doctor or an accountant is a complex and demanding form of consultation.

Correct AnswerverifiedShow Answer

The four groups of facilitating services are:

Correct AnswerverifiedShow Answer

Creating a formal relationship with customers is important for some service providers.Which of the following is least likely to require this form of relationship?

Correct AnswerverifiedShow Answer

To be successful, what must a branding strategy do?

Correct AnswerverifiedShow Answer

The strategy of surrounding the core product with supplementary value-adding services is known in product marketing circles as the process of creating the:

Correct AnswerverifiedShow Answer

Supplementary services hold strategic value for a firm because they:

Correct AnswerverifiedShow Answer

_______ concept defines the essential nature of the service(s) to be offered with reference to the nature and needs of the market(s) to be targeted, and leads to a specification of what resources will be required to make the concept a reality.

Correct AnswerverifiedShow Answer

It is unreasonable for customers to expect a variety of payment options, particularly when the organisation is small.

Correct AnswerverifiedFalse

Which of the following is most aptly applied to the 'mass service' classification within the system created by Maister and later expanded by Schmenner (1986) ?

Correct AnswerverifiedShow Answer

What Levitt called 'the total product concept' consists of all of the following EXCEPT:

Correct AnswerverifiedShow Answer

In the development process of a service product strategy, what are the three essential elements that must be considered by a service firm?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Delivery concern the place and manner of service , and how we have been ___.

Correct Answer
verified

Correct Answer
Answered by ExamLex AI
The core service in a 24/7 medical surge...
View Answer

Correct Answer
verified

Correct Answer
verified

Most ___ services represent _ to _____ needs.

Correct Answer
verified

Correct Answer
verified
True

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
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False

Correct Answer
verified

Correct Answer
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Correct Answer
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