Question 1

Airlines make use of ____________ systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces ____________.

Accepted Answer

A)   Ticketless; gross revenue charges
B)   Partial; gross revenue charges
C)   Ticketless; travel agent commissions
D)   Partial; travel agent commissions
E)   Ticketless; net revenue chargesF) B) and C)
G) None of the above

Question 2

Give two examples of enhancing services.

Accepted Answer

Consultation, hospit...

Question 3

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

Accepted Answer

A) True 
 B)False

Question 4

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

Accepted Answer

Many hotel chains offer groups of sub-br...

Question 5

Give two examples of facilitating services.

Accepted Answer

Information, order-taking (billing, payment).

Question 6

All service elements must be delivered in a prescribed sequence.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is an example of a special request in advance of service delivery?

Accepted Answer

A)   Dietary requirements
B)   Complaints
C)   Warranties
D)   Refunds
E)   SuggestionsF) A) and E)
G) A) and D)

Question 8

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.

Accepted Answer

The core product refers to the overnight...

Question 9

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Accepted Answer

See Sign &$\rightarrow$ Park/Enter $\rightarrow$ Review Menu $\rightarrow$ Pick up $\rightarrow$ Find Table $\rightarrow$Clear Table
Drive into Resturant Order Meal & Meal & Eat & Leave
Lot Pay

Question 10

Which of the following is NOT a category of new service innovation?

Accepted Answer

A)   Supplementary service innovations
B)   Product line extensions
C)   Major product innovations
D)   Process line extensions
E)   Self-sustaining innovationsF) A) and B)
G) A) and C)

Question 11

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

Accepted Answer

A)   Core products
B)   Supplementary services
C)   Delivery processes
D)   Sustaining processes
E)   Conditional servicesF) A) and E)
G) C) and D)

Question 12

The search for competitive advantage rarely centers on supplementary services.

Accepted Answer

A) True 
 B)False

Question 13

List three examples of order-taking elements in order entry.

Accepted Answer

On-site order fulfil...

Question 14

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

Accepted Answer

A) True 
 B)False

Question 15

Information processing services tend to be the most demanding in terms of supplementary elements.

Accepted Answer

A) True 
 B)False

Question 16

Core products are always surrounded by the same eight supplementary elements as they evolve.

Accepted Answer

A) True 
 B)False  False

Question 17

What four things must the design of the service offerings address?

Accepted Answer

How the different service components are...

Question 18

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

Accepted Answer

The three factors that lead to success i...

Question 19

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Accepted Answer

A)   short; curt; abrupt
B)   simple; slow; effortful
C)   short; sweet; ineffective
D)   powerful; simple; abrupt
E)   polite; fast; accurateF) A) and C)
G) C) and D)

Question 20

To obtain full value from any good or service, customers need relevant information.

Accepted Answer

A) True 
 B)False

Exam 4: Developing Service Products: Core and Supplementary Elements

Airlines make use of ____________ systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces ____________.

Correct AnswerverifiedShow Answer

Give two examples of enhancing services.

Correct AnswerverifiedConsultation, hospit...View AnswerShow Answer

Westin hotels are wholly owned subsidiaries of Marriott Group that are usually not identified as part of Marriott to protect Westin's exclusive image.

Correct AnswerverifiedShow Answer

Discuss how multi-brand strategies can succeed and what the strategies should be based on in the hotel industry.

Correct AnswerverifiedMany hotel chains offer groups of sub-br...View AnswerShow Answer

Give two examples of facilitating services.

Correct AnswerverifiedInformation, order-taking (billing, payment).

All service elements must be delivered in a prescribed sequence.

Correct AnswerverifiedShow Answer

Which of the following is an example of a special request in advance of service delivery?

Correct AnswerverifiedShow Answer

Explain how the core product, supplementary services, and delivery processes are integrated in the context of an overnight hotel stay.

Correct AnswerverifiedThe core product refers to the overnight...View AnswerShow Answer

Draw the flowchart that might be involved in eating in a fast-food restaurant.

Correct AnswerverifiedSee Sign &\(\rightarrow\) Park/Enter \(\rightarrow\) Review Menu \(\rightarrow\) Pick up \(\rightarrow\) Find Table \(\rightarrow\)Clear Table Drive into Resturant Order Meal & Meal & Eat & Leave Lot Pay

Which of the following is NOT a category of new service innovation?

Correct AnswerverifiedShow Answer

____________ augment the core product, both facilitating its use and enhancing its value and appeal.

Correct AnswerverifiedShow Answer

The search for competitive advantage rarely centers on supplementary services.

Correct AnswerverifiedShow Answer

List three examples of order-taking elements in order entry.

Correct AnswerverifiedOn-site order fulfil...View AnswerShow Answer

The term "branded house" is used to describe firms like Virgin Group, that uses distinct individual brand names to cover a range of diverse service offerings in unrelated fields.

Correct AnswerverifiedShow Answer

Information processing services tend to be the most demanding in terms of supplementary elements.

Correct AnswerverifiedShow Answer

Core products are always surrounded by the same eight supplementary elements as they evolve.

Correct AnswerverifiedFalse

What four things must the design of the service offerings address?

Correct AnswerverifiedHow the different service components are...View AnswerShow Answer

Discuss the three factors that discriminate between successful and unsuccessful new financial services.

Correct AnswerverifiedThe three factors that lead to success i...View AnswerShow Answer

The order-taking process should be ____________, ____________, and ____________ so that customers do not waste time and endure unnecessary mental physical effort.

Correct AnswerverifiedShow Answer

To obtain full value from any good or service, customers need relevant information.

Correct AnswerverifiedShow Answer

Airlines make use of systems, based on telephone or Web site reservations. This provides enormous cost savings for airlines because it reduces .

Correct Answer
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Correct Answer
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Consultation, hospit...
View Answer

Correct Answer
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Correct Answer
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Many hotel chains offer groups of sub-br...
View Answer

Correct Answer
verified
Information, order-taking (billing, payment).

Correct Answer
verified

Correct Answer
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Correct Answer
verified
The core product refers to the overnight...
View Answer

Correct Answer
verified
See Sign &\(\rightarrow\) Park/Enter \(\rightarrow\) Review Menu \(\rightarrow\) Pick up \(\rightarrow\) Find Table \(\rightarrow\)Clear Table Drive into Resturant Order Meal & Meal & Eat & Leave Lot Pay

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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On-site order fulfil...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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False

Correct Answer
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How the different service components are...
View Answer

Correct Answer
verified
The three factors that lead to success i...
View Answer

The order-taking process should be , , and so that customers do not waste time and endure unnecessary mental physical effort.

Correct Answer
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Correct Answer
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