Generl Concept

Chapter 13: Designing and Managing Services

GENERAL CONCEPT QUESTIONS

Multiple Choice

1. As companies find it harder and harder to differentiate their physical products, they turn to service differentiation. Companies seek to develop a reputation for ________, better and faster answering of inquiries, and quicker resolution of complaints.

a. superior packaging

b. superior “value”

c. superior on-time delivery

d. superior products

e. superior customer service

Answer: c Page: 401 Level of difficulty: Easy

2. Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the ________.

a. insurance salespeople

b. seasonal workers

c. temporary workers

d. retail sector

e. none of the above

Answer: d Page: 402 Level of difficulty: Easy

3. Manufacturers, distributors, and retailers can provide ________ services or simply excellent customer service to differentiate themselves.

a. financial

b. value-added

c. sales

d. marketing

e. distribution

Answer: b Page: 402 Level of difficulty: Easy

4. There are five categories of offerings for a service. It can be either a minor or a major component of the company’s offerings. Which of the following is NOT one of these five categories?

a. Pure tangible good.

b. Tangible good with accompanying services.

c. Hybrid.

d. Major service with accompanying minor goods and services.

e. Major service with accompanying major goods.

Answer: e Page: 403 Level of difficulty: Medium

5. Which of the following would be an example of a “hybrid” service?

a. University

b. Professor

c. Restaurant

d. Soap manufacturer

e. Airline

Answer: c Page: 403 Level of difficulty: Medium

6. Which of the following would be an example of a “pure service”?

a. Insurance

b. Airlines

c. Car dealer...