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