Post on 28-Nov-2014
description
TOP 10 Learning Questions
Ch 13 Designing and Managing
Services
Ronald Patrick G. Wenceslao
April 2011
rgwenceslao.blogspot.com
4
1. The following are service
sectors except ____________
A. Government
B. Business
C. Enterprise
D. Retail
E. Manufacturing
4
Services grouped into sectors
Government Private
non-profit
Business Manufacturing
Retail
4
1. The following are service
sectors except ____________
A. Government
B. Business
C. Enterprise
D. Retail
E. Manufacturing
4
2. The following are categories of
service mix except for ____________
A. Pure tangible good
B. Pure service
C. Hybrid
D. Pure intangible product
E. Good with accompanying services
5
Categories of Service Mix
Pure tangible good
Good with accompanying services
Hybrid
Service with accompanying goods
Pure service
4
2. The following are categories of
service mix except for ____________
A. Pure tangible good
B. Pure service
C. Hybrid
D. Pure intangible product
E. Good with accompanying services
4
3. A home-service massage is a good
example of what type of service mix
category?
A. Pure tangible good
B. Pure service
C. Hybrid
D. Service with accompanying
goods
E. Good with accompanying
services
5
Examples for each categories
of service mix
Pure tangible good - eggs Good with accompanying services – Subaru Impreza
Hybrid – Food courts / fast food
Service with accompanying goods – Jollibee Delivery
Pure service
4
3. A home-service massage is a good
example of what type of service mix
category?
A. Pure tangible good
B. Pure service
C. Hybrid
D. Service with accompanying
goods
E. Good with accompanying
services
4
4. Which of the following is a
characteristic of a service?
A. Adaptability
B. Flexibility
C. Perishability
D. None of the above
E. All of the above
6
Characteristics of Services
Intangibility
Inseparability
Variability
Perishability
6
Perishability: Characteristic
of a service
One of the other major characteristics of
service is that they cannot be stored for later
use or sale - Perishability. When the demand
is steady, then service Perishability is not a
problem but the service sector face a huge
problem when the demand fluctuates.
4
4. Which of the following is a
characteristic of a service?
A. Adaptability
B. Flexibility
C. Perishability
D. None of the above
E. All of the above
4
5. Service positioning strategy
can be made tangible through?
A. Price
B. Symbols
C. Place
D. People
E. All of the above
7
Physical Evidence and
Presentation
Place
People
Entertainment
Communication Material
Symbols
Price
4
Services can be made tangible
through
• Place
• People
• Equipment
• Communication material
• Symbols
• Price
4
5. Service positioning strategy
can be made tangible through?
A. Price
B. Symbols
C. Place
D. People
E. All of the above
4
6. The following are true about
increasing quality control
A. Invest in good hiring and training procedures
B. Standardize the service-performance process
C. Monitor customer satisfaction
D. None of the above
E. All of the above
8
Increasing Quality Control
Invest in good hiring and training procedures
Standardize the service-performance process
Monitor customer satisfaction
4
6. The following are true about
increasing quality control
A. Invest in good hiring and training procedures
B. Standardize the service-performance process
C. Monitor customer satisfaction
D. None of the above
E. All of the above
4
7. Service companies are encourage to
have _________ to manage the “demand”
for its services:
A. Shared services
B. Part-time employees
C. Increase consumer participation
D. Reservation systems
E. Facilities for future expansion
9
Matching Demand and Supply
DEMAND Side
• Differential pricing • Nonpeak demand • Complementary services • Reservation systems
SUPPLY Side
• Part-time employees • Peak-time efficiency • Increased consumer participation • Shared services • Facilities for future expansion
4
7. Service companies are encourage to
have _________ to manage the “demand”
for its services:
A. Shared services
B. Part-time employees
C. Increase consumer participation
D. Reservation systems
E. Facilities for future expansion
4
8. The following are tips to improve
service quality except for ___________.
A. Fair play
B. Teamwork
C. Servant leadership
D. Reliability
E. Product-centric
10
Improving Service Quality
Listening Reliability Basic service Service design Recovery
Surprising customers Fair play Teamwork Employee research Servant leadership
4
8. The following are tips to improve
service quality except for ___________.
A. Fair play
B. Teamwork
C. Servant leadership
D. Reliability
E. Product-centric
4
9. Which of the following is a
determinant of service quality?
A. Reliability
B. Sympathy
C. Responsibility
D. Intangibles
E. All of the above
12
9. Determinants of Service
Quality
Reliability
Responsiveness
Assurance
Empathy
Tangibles
4
9. Which of the following is a
determinant of service quality?
A. Reliability
B. Sympathy
C. Responsibility
D. Intangibles
E. All of the above
4
10. In developing brand strategies, one
should do ________?
A. Devise brand strategy
B. Establish image dimensions
C. Choose brand elements
D. All of the above
E. None of the above
13
10. Developing Brand
Strategies for Services
Choosing Brand Elements
Establishing Image Dimensions
Devising Brand Strategy
4
10. In developing brand strategies, one
should do ________?
A. Devise brand strategy
B. Establish image dimensions
C. Choose brand elements
D. All of the above
E. None of the above
TOP 10 Learning Questions
Ch 13 Designing and Managing
Services
Ronald Patrick G. Wenceslao
April 2011
rgwenceslao.blogspot.com