Question 1

A university is setting up new courses and hoping to attract international students.What issues need to be considered in developing a suitable international services distribution system?

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Question 2

Assume you are running a very successful restaurant business in Sydney's CBD.What would be the most appropriate way of expanding this business using intermediaries in other parts of Sydney or further afield in Australia? How would you meet the challenge of maintaining consistency of quality?

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Question 3

It is popularly believed that old people will not use information technology, preferring instead to stay with the ways they are familiar with.Do you agree with this statement? Justify your answer.

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Question 4

A ski resort in New Zealand offering a special hotel skiing package to tourists from Asia is exporting the service.

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Question 5

Using the Flower of Service Model and an organisation of your choice, demonstrate how this model is applied in practice.

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Question 6

Cultural values and norms which differ from the parent company and the overseas market are really not an issue.

Accepted Answer

Cultural values and norms can have a significant impact on business operations and consumer behavior in a foreign market. Companies need to understand and respect these differences to effectively market their products and services and avoid cultural faux pas. Failure to do so can lead to negative consequences such as brand damage, legal issues, and loss of business opportunities.

Question 7

'A good idea and a good plan plus a franchise operation is the answer to developing a successful business.' Discuss this statement in terms of both a successful and non-successful franchise operation.

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Question 8

Blueprinting is a sophisticated version of flowcharting that considers every activity needed to create and deliver a service.

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Blueprinting considers all aspects of service creation and delivery, including front-stage and back-stage activities, customer interactions, and support processes. It is a comprehensive tool for analyzing and improving service processes.

Question 9

Outsourcing service provisions has become increasingly popular with service organisations in recent years.What are the problems organisations are likely to encounter when following this approach?

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Question 10

Decisions on where, when and how services are delivered have been influenced by the continuing changes in technology.When is it most appropriate to use bricks-and-mortar facilities rather than technology-based outlets? Illustrate with examples.

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Question 11

An increasing number of service companies have an international presence and a global brand.

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Many service companies, such as McDonald's, Starbucks, and Hilton, have expanded their operations to multiple countries and have become recognizable brands worldwide.

Question 12

When a franchisor delegates the responsibility for recruiting, training and supporting franchisees, this strategy is referred to as 'master franchising'.

Accepted Answer

Master franchising is a strategy in which a franchisor delegates the responsibility for recruiting, training and supporting franchisees to a master franchisee in a particular geographical region or market. The master franchisee becomes the intermediary between the franchisor and the individual franchisees in their region, and they are responsible for providing ongoing support and guidance to those franchisees. This strategy is commonly used by franchisors who want to expand into new markets quickly and efficiently.

Question 13

Discuss the decisions faced by management when planning and configuring the service delivery process.What role can blueprinting play in this process? How would you differentiate between a flowchart and a blueprint?

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Question 14

Develop a service blueprint for a newly-opened full service restaurant.

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Question 15

Discuss the ways in which a service company might manage consumer resistance to changes in their service delivery.Illustrate using a recent personal experience.

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Quiz 5: Distributing services through physical and electronic channels