Services Marketing chapters 5 - 8

1

If queues are unavoidable, managers should consider all of the following EXCEPT:

1

Which of the following does an effective pricing strategy do?

1

The traditional communications mix can be divided into two distinct channels – those that are:

1

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

1

A cost management system that provides a structured way of thinking about the relationship between activities and the resources they consume is known as:

1

Advances in _____ and computer _ have spurred many new approaches to ____ delivery.

1

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

1

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

1

Another finding is that self-service technology (SST) _____ are better predictors of SST _ than individual _____.

1

Which of the following methods can help marketers smooth out seemingly random fluctuations in demand?

1

Services often invite performance and pricing abuses for which of the following reasons?

1

A customer who perceives high levels of _________ worries about when and how she will be able to find, evaluate and select a service provider.

1

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

1

In which situation are optimum and maximum capacities most likely to be the same?

1

Two methods which Google uses to enable organisations to display their ads at websites which are part of the Google content networks are:

1

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

1

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

1

Service managers require substantial information to help them develop effective demand management strategies and to monitor subsequent marketplace performance. Among others, information needs include the following EXCEPT:

1

_________ developed and popularised service blueprinting after studying techniques for industrial process design and control of workflows.

1

The most important thing that Woolworths did to have a smooth transition to their new self-serve technology and educate their customers was to:

Services Marketing chapters 5 - 8

Services Marketing chapters 5 - 8

If queues are unavoidable, managers should consider all of the following EXCEPT:

Which of the following does an effective pricing strategy do?

The traditional communications mix can be divided into two distinct channels – those that are:

Which of the following is a method which cannot be used to create alternative demand for otherwise wasted capacity?

A cost management system that provides a structured way of thinking about the relationship between activities and the resources they consume is known as:

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

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

Which of the following may NOT be used by a manager of a service organisation to adjust or tailor capacity to match fluctuating levels of demand?

Another finding is that self-service technology (SST) _________ are better predictors of SST _________ than individual _________.

Which of the following methods can help marketers smooth out seemingly random fluctuations in demand?

Services often invite performance and pricing abuses for which of the following reasons?

A customer who perceives high levels of _________ worries about when and how she will be able to find, evaluate and select a service provider.

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

In which situation are optimum and maximum capacities most likely to be the same?

Two methods which Google uses to enable organisations to display their ads at websites which are part of the Google content networks are:

When considering options for managing capacity, service managers need to consider all of the following EXCEPT:

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

Service managers require substantial information to help them develop effective demand management strategies and to monitor subsequent marketplace performance. Among others, information needs include the following EXCEPT:

_________ developed and popularised service blueprinting after studying techniques for industrial process design and control of workflows.

The most important thing that Woolworths did to have a smooth transition to their new self-serve technology and educate their customers was to:

Advances in _____ and computer _ have spurred many new approaches to ____ delivery.

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

Another finding is that self-service technology (SST) _____ are better predictors of SST _ than individual _____.