Review Which of the following is not a feature of a service package?
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Hoàng Hải Minh đang tìm kiếm từ khóa Which of the following is not a feature of a service package? được Update vào lúc : 2022-12-06 12:50:11 . Với phương châm chia sẻ Bí quyết về trong nội dung bài viết một cách Chi Tiết 2022. Nếu sau khi đọc nội dung bài viết vẫn ko hiểu thì hoàn toàn có thể lại Comments ở cuối bài để Ad lý giải và hướng dẫn lại nha.Service managers have difficulty describing their product. This problem is partly a result of the intangible nature of services, but it is the presence of the customer in the process that creates a concern for the total service experience. Consider the following examples. For a sit-down restaurant, atmosphere is just as important as the meal because many diners regard the occasion as a way to get together with friends. A customer’s opinion of a bank can be formed quickly on the basis of a teller’s cheerfulness or the length of the waiting line. The service package is defined as a bundle of goods and services with information that is provided in some environment. This bundle consists of five features as shown in Figure 2.1 in the shape of an onion with the service experience the core.
Nội dung chính Show- Which of the following are features of a service package?Which of the following is not a defining element of service package?Which of the following are the elements of a good service guarantee?Which of the following are reasons for product or service design?
All of these features are experienced by the customer and form the basis of his or her perception of the service. It is important that the service manager offer a total experience for the customer that is consistent with the desired service package. Take, for example, a budget khách sạn. The supporting facility is a concrete-block building with austere furnishings. Facilitating goods are reduced to the minimum of soap, towels, and tissue paper. Information on room availability is used to book a reservation. The explicit service is a comfortable bed in a clean room, and implicit services might include a friendly desk clerk and the security of a well-lighted parking area. Deviations from this service package, such as adding bellhops, would destroy the bargain image.
Take the quiz test your understanding of the key concepts covered in the chapter. Try testing yourself before you read the chapter to see where your strengths and weaknesses are, then test yourself again once you’ve read the chapter to see how well you’ve understood.
1. Broadband provision is an example of a service industry.
True
False
Answer:
True
2. Car insurance and IT consultancy are products. True or false?
True
False
Answer:
True
3. Services do not contribute to a country’s economy as they do not result in any net increase in wealth. True or false?
True
False
Answer:
False
4. Increases in leisure time are one of the reasons behind the growth of service industries.
True
False
Answer:
True
5. Products can be categorised as either goods or services. Very few have significant elements of both. True or false?
True
False
Answer:
False
6. What are the typical characteristics of services?
Services confer benefits; are tangible; are time- and place-dependent; are consistent; cannot be owned; and providers and consumers form part of the service.Services confer no benefits; are intangible; are time- and place-dependent; are inconsistent; cannot be owned.Services are intangible; are time- and place-dependent; are inconsistent; cannot be branded; and providers and consumers form part of the service.Services confer ownership; are intangible; can be consumed any time or place; are inconsistent; and providers form part of the service.Services confer benefits; are intangible; are time- and place-dependent; are inconsistent; cannot be owned; and providers and consumers form part of the serviceAnswer:
e. Services confer benefits; are intangible; are time- and place-dependent; are inconsistent; cannot be owned; and providers and consumers form part of the service
7. There are 7Ps in the services marketing mix. What are the additional 3Ps?
people, physical evidence and processperipheral products, packaging and peoplepeople, physical evidence and presentationphysical evidence, presentation and processprocess, pricing and packagingAnswer:
a. people, physical evidence and process
8. What is the most likely core benefit of a cross channel ferry service?
getting from Britain to France safelynot being seasickgood fooda comfortable cabinfast check in proceduresAnswer:
a. getting from Britain to France safely
9. What is a ‘service encounter’?
a bad service experiencethe actual handing over of payment for the servicean argument between customer and service providerthe time during which a customer receives a servicethe customer’s reaction to the serviceAnswer:
d. the time during which a customer receives a service
10. Parasuraman et al.’s model proposes five dimensions that contribute to service quality: tangibles, reliability, assurance, responsiveness and empathy. What is this model called?
TRAREQUALSERVESERVQUALSQUALERRATAnswer:
c. SERVQUAL
11. A concert ticket is primarily an example of which element of the marketing mix?
processphysical evidencepackagingpriceplaceAnswer:
b. physical evidence
12. Some fast food chains have detailed instructions about how staff should prepare the food. There are timers to tell them when the chips are cooked and even painted footprints on the floor to show where they should stand. Which element of the marketing mix are they trying to control?
processphysical evidencepackagingpriceplaceAnswer:
a. process
13. Why is it more difficult to brand services than to brand goods?
The rules are tougher.It is harder to make a service consistent.There is no way to measure service quality.There is no packaging to put a logo on.It is impossible to develop a positioning statement for a service.Answer:
b. It is harder to make a service consistent.
14. Why is it generally harder for service industry managers to cope with peaks and troughs in demand for their products?
Services are inconsistent.There are no salespeople to help with forecasting.Payment is usually made after the service has been provided.Most service customers are not brand loyal.Service products cannot usually be stored.Answer:
e. Service products cannot usually be stored.
15. What are people who work with information rather than in manufacturing or in more traditional service industries called?
knowledge workerstechnologistsinfo techsIT usersproject managersAnswer:
a. knowledge workers
16. Outsourcing has advantages and disadvantages. Name one advantage of outsourcing.
delegating responsibility for the organisation’s relationship with its clientsbeing able to draw on specialist expertise that the organisation does not haveenhancing the organisation’s staff’s own skill setbuilding stronger customer relationshipsmaking managing budgets easierAnswer:
b. being able to draw on specialist expertise that the organisation does not have
17. Two diners complain about a restaurant’s slow service but are delighted to be given a không lấy phí bottle of wine and canapés to make the wait less tedious. In the end, they thoroughly enjoy their evening. In terms of services marketing, what is this a good example of?
service encounterservice qualityprocessservice recoverypromotionAnswer:
d. service recovery
18. What is the term given to the total (and frequently complex) environment in which a service is delivered?
multiversewhole environmentambiencedecorservicescapeAnswer:
e. servicescape
19. A cinema’s automated booking service is primarily part of which of the marketing mix elements?
productperipheral productpriceprocessphysical evidenceAnswer:
d. process
20. One of the problems that comes from the intangibility of services is that they are perceived as higher risk purchases than goods are. Which of the following is most likely to reassure a customer who has paid in advance for a Centre Court seat Wimbledon that they will in fact get to see the tennis?
the tournament’s reputationthe advertisingthe weather forecastan expensive and official looking ticketthe websiteAnswer:
d. an expensive and official looking ticket
21. The _______ element of a product is now often the key (if not only) way to differentiate a goods item (physical product) from its competitors.
Answer:
service
22. The less ______ the service, the more likely it is that it can be performed remotely (i.e. without customer and service provider being present the same time).
Answer:
personal
23. One obvious strategy to overcome fears associated with the service product’s ______ is to turn it into something more tangible.
Answer:
intangibility
24. The tangible aspects of a service are known as ______ evidence.
Answer:
physical
25. Services are transient. They happen a particular time and cannot be ______ for later sale or use.
Which of the following are features of a service package?
What are the features of service package?. Segment the customers.. Train your servers to be friendly.. Inform your customers of what to expect.. Try to divert the customer's attention when waiting.. Encourage customers to come during quiet periods..Which of the following is not a defining element of service package?
Implicit services are not part of the service package.Which of the following are the elements of a good service guarantee?
A strong service guarantee should be easy to understand, simple to communicate, meaningful to customers and credible (Hart, 1988).Which of the following are reasons for product or service design?
The driving forces for product and service design (or redesign) are market Opportunities or Threats:. Economic.. Social and Demographic.. Political, Liability, or Legal.. Competitive.. Cost or Availability.. Technological.. Tải thêm tài liệu liên quan đến nội dung bài viết Which of the following is not a feature of a service package?
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