Deck 5: Distributing Service through Physical and Electronic Channels

Question 1

A firm can export a service if its intellectual property and value-creation sources can be protected.

Answer 1

True

Question 2

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.

A)Access; alert; update
B)Complement; alert; conceal
C)Access; attract; conceal
D)Access; guide; conceal
E)Complement; guide; conceal

Answer 2

A

Question 3

The convenience of service factory locations and operational schedules assumes great importance when a customer has to physically present throughout the service delivery or even just to initiate and terminate the transaction.

Answer 3

False

Question 4

Industry drivers for transnational strategies include ____________.

A)market, technological and logistical drivers
B)cost, government and technology drivers
C)competition, market, and online drivers
D)competition, government, and logistical drivers

Question 5

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

Question 6

Important factors that attract customers to online services are:

A)convenience
B)ease of search
C)broader selection
D)24/7 prompt service
E)All of the above

Question 7

Three flows that address what is being distributed are:

A)information and promotion flow, negotiation flow, product flow
B)electronic channel flow, negotiation flow, price flow
C)product flow, place flow, price flow
D)information flow, negotiation flow, distribution flow

Question 8

Intermediaries are most often used in core service and not in supplementary services.

Question 9

The following is an example of a highly regulated service market where it is difficult for international players to enter.

A)Healthcare
B)Logistics
C)Advertising
D)Fast food

Question 10

One of the following is NOT an example of distribution when service comes to the customer.

A)a credit card company
B)house painting
C)mobile car wash
D)mail delivery

Question 11

_____________ is a key component of the value proposition of both mini-stores and multi-purpose facilities.

A)Accessibility
B)Convenience
C)Competitor activity
D)Price consideration

Question 12

For services that are complex and have a high perceived risk, people tend to rely on personal channels.

Question 13

In order to develop a location strategy for a distribution channel, firms must consider _____________.

A)customer needs
B)customer expectations
C)competitive activity
D)All of the above
E)None of the above

Question 14

____________ 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.

A)The Internet
B)International trade
C)Franchising
D)Sole proprietorship
E)Limited partnership

Question 15

While selecting a tactical distribution site, convenience is more important than competitors in that area.

Question 16

Key factors determining the opening hours of a service facility are ____________.

A)Customer needs
B)Economics of opening hours
C)Competitor opening hours
D)Only a & b
E)Only b & c

Question 17

Channel convenience is essential for successful delivery of a service through multiple channels.

Question 18

Customers who look for functional aspects of a transaction prefer more convenience .

Question 19

Knowledge-based services should expand into overseas markets through mergers and acquisitions.

Question 20

Many core services require a physical location, and this severely restricts distribution.

Question 21

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

Question 22

Customers respond well to services that allow them to make reservations with ease and convenience.

Question 23

Which supplementary services from the Flower of Service can be conducted remotely?

Question 24

Discuss the roles that intermediaries play for service organizations.

Question 25

Which one of the following methods is NOT a banking service that can be delivered remotely?

A)Face-to-face.
B)Internet.
C)Mobile phone.
D)Call centers.
E)All of the above are bank service delivery methods.

Question 26

Firms like Dunkin' Donuts and Subway sharing space with quick service restaurants is an example of a(n) ____________.

A)single source market
B)economy of scale
C)ministore
D)economy of scope
E)multi-brand strategy

Question 27

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

Question 28

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.

Question 29

Provide examples of services, which require customer visiting the site, and services where the provider goes to customer.

Question 30

Aggreko has experience in all the following kinds of situation except __________.

A)restoring power to cyclone devastated towns
B)providing temporary capacity for a power-generating plant
C)providing shore-based source of power when a ship is docked at a remote port
D)clearing out the debris after a fire in a resident's home
E)drying out a hotel that has been damaged by water due to a hurricane

Question 31

Which of the following is an example of a franchised service firm?

A)Subway
B)Royal Sporting House
C)Barnes & Noble
D)Tiffany
E)Pier One Imports

Question 32

Starwood Hotels & Resorts has global sales offices around the world to manage relationships with key global accounts.

Question 33

Starbucks uses GIS software as a part of its site selection.

Question 34

______________ is an example of a service that has become global within a few years .

A)FedEx
B)Starbucks
C)DHL
D)Airbnb
E)Dunkin' Donuts

Question 35

How does Emirates Airline use different channels for varying customer groups?

Question 36

List the five factors that encourage extended operating hours.

Question 37

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

Question 38

Give two examples of firms that locate themselves in multi-purpose facilities.

Question 39

Frequent flyers are often willing to use special counters to avoid queues.

Question 40

What is channel integration?

Question 41

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

Question 42

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

Question 43

What problems can a company like Uber most likely face in entering international markets?

Question 44

How does the control of IP and sources of value creation, as well as the degree of customer interaction affect international market entry?

Question 45

What are the three options for entering international markets?