Lorisse Bazley
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Distributing services through physical and electronic channels

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Lorisse Bazley
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Services Marketing - Chapter 5

Services Marketing - Chapter 5

Question 1 of 10

1

Which of the following best describes ‘arm's length’ transactions?

Select one of the following:

  • Transactions in which the customer meets the service personnel face-to-face

  • Transactions in which the customer never meets the service personnel face-to-face

  • Transactions in which the service personnel provide their services over the phone

  • Transactions in which the service personnel provide their services through an intermediary

  • Transactions in which the customer is not the user of the services

Explanation

Question 2 of 10

1

In which of the following situations would a company have the most ability to protect its intellectual property through legal means?

Select one of the following:

  • Film production for international distribution

  • Providing animal care services

  • Management consulting

  • Human resource recruitment

  • Car rentals

Explanation

Question 3 of 10

1

Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.

Select one of the following:

  • attitude of staff; apology

  • recovery process; compensation

  • recovery delivery; apology

  • attitude of staff; compensation

Explanation

Question 4 of 10

1

In which of the following situations would an organisation benefit most from exporting directly?

Select one of the following:

  • Low degree of customer interaction, low control over sources of value creation

  • Low degree of customer interaction, high control over sources of value creation

  • High degree of customer interaction, high control over sources of value creation

  • High degree of customer interaction, low control over sources of value creation

Explanation

Question 5 of 10

1

Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?

Select one of the following:

  • House cleaning services

  • A restaurant

  • An airline

  • Travel agency services

Explanation

Question 6 of 10

1

Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?

Select one of the following:

  • High-tech, high-touch

  • High-involvement, low-touch

  • High-tech, low-touch

  • Low-tech high-touch

Explanation

Question 7 of 10

1

Which of the following is NOT a consideration when determining where to put a physical ‘bricks and mortar’ distribution centre?

Select one of the following:

  • Cost

  • Staff preference

  • Customer convenience

  • Customer preference

Explanation

Question 8 of 10

1

Advances in _________ and computer ­­­­_________ have spurred many new approaches to ________ delivery.

Select one of the following:

  • telecommunications; technology; service

  • technology; service; telecommunications

  • service; technology; telecommunications

  • telecommunications; complexity; service

Explanation

Question 9 of 10

1

The use of globalised corporate banking, insurance and management consulting are examples of:

Select one of the following:

  • common customer needs drivers

  • cost drivers

  • market drivers

  • technology drivers

Explanation

Question 10 of 10

1

Which of the following is not a possession-processing service?

Select one of the following:

  • Repair

  • Maintenance

  • Entertainment

  • Freight transport

  • Cleaning

Explanation

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