14045504
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace más de 6 años
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Pregunta 1
Pregunta
Which of the following best describes ‘arm's length’ transactions?
Respuesta
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Transactions in which the customer meets the service personnel face-to-face
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Transactions in which the customer never meets the service personnel face-to-face
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Transactions in which the service personnel provide their services over the phone
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Transactions in which the service personnel provide their services through an intermediary
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Transactions in which the customer is not the user of the services
Pregunta 2
Pregunta
In which of the following situations would a company have the most ability to protect its intellectual property through legal means?
Respuesta
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Film production for international distribution
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Providing animal care services
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Management consulting
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Human resource recruitment
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Car rentals
Pregunta 3
Pregunta
Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.
Respuesta
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attitude of staff; apology
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recovery process; compensation
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recovery delivery; apology
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attitude of staff; compensation
Pregunta 4
Pregunta
In which of the following situations would an organisation benefit most from exporting directly?
Respuesta
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Low degree of customer interaction, low control over sources of value creation
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Low degree of customer interaction, high control over sources of value creation
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High degree of customer interaction, high control over sources of value creation
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High degree of customer interaction, low control over sources of value creation
Pregunta 5
Pregunta
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?
Respuesta
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House cleaning services
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A restaurant
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An airline
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Travel agency services
Pregunta 6
Pregunta
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?
Respuesta
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High-tech, high-touch
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High-involvement, low-touch
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High-tech, low-touch
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Low-tech high-touch
Pregunta 7
Pregunta
Which of the following is NOT a consideration when determining where to put a physical ‘bricks and mortar’ distribution centre?
Respuesta
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Cost
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Staff preference
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Customer convenience
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Customer preference
Pregunta 8
Pregunta
Advances in _________ and computer _________ have spurred many new approaches to ________ delivery.
Respuesta
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telecommunications; technology; service
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technology; service; telecommunications
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service; technology; telecommunications
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telecommunications; complexity; service
Pregunta 9
Pregunta
The use of globalised corporate banking, insurance and management consulting are examples of:
Respuesta
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common customer needs drivers
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cost drivers
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market drivers
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technology drivers
Pregunta 10
Pregunta
Which of the following is not a possession-processing service?
Respuesta
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Repair
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Maintenance
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Entertainment
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Freight transport
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Cleaning
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