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Exam 5: Distributing Service Through Physical and Electronic Channels

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Question 21

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List two of the three service delivery innovations facilitated by technology that are described in the chapter.

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1)Development of "smart" mobile phones a...

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Question 22

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Give an example of a firm where the service provider visits the customers.

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Compass Group,the la...

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Question 23

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Discuss the roles that intermediaries play for service organizations.

Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services,____________ customers to opportunities or problems,and ____________ information in real time to ensure that it is continuously accurate and relevant.

San Francisco's BART service helps to overcome the locational constraint of having the airport sited in a far away place.

All of the factors below are luring customers into virtual stores EXCEPT ____________.

Describe the key drivers of how consumers choose between personal,impersonal,and self-service channels.

In general,service providers are more likely to visit corporate customers at their premises than to visit individuals in their homes.

List the six options for service delivery (three natures of interaction between the customer and service organization; two availabilities of service outlets)and provide an example of a service that falls into each category.

When customers visit the service site,which factor/(s) must be considered in the design of the service?

Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.

Taco-Bell's K-Minus strategy is an example of an innovation in locating in multi-purpose facilities.

Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.

First Direct describes itself as the largest virtual bank in the world.

Physical logistics services now find themselves competing with telecommunications services.This is a result of the instantaneous delivery capability of information-based products.

Describe the three ways information-based services can be distributed internationally and give an example of each.

Give an example of a service with a locational constraint.

Describe Aggreko's core business with specific reference to which of the six service delivery options they employ.

____________ has become a popular way to expand delivery of an effective service concept,embracing all of the seven Ps,to multiple sites,without the level of investment capital that would be needed for rapid expansion of company-owned and managed sites.

The need for economies of scale often restricts choice of location for service facilities.