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Essentials of Services Marketing Study Set 2
Quiz 5: Distributing Service Through Physical and Electronic Channels
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Question 1
True/False
Knowledge-based services should expand into overseas markets through mergers and acquisitions.
Question 2
Multiple Choice
All of the factors below are luring customers into virtual stores EXCEPT ____________.
Question 3
True/False
An ongoing problem of franchising is that when franchisees gain experience,they may start to feel that they should not be paying the various fees to the franchisor.
Question 4
Multiple Choice
_______________ is a key driver of channel choice.
Question 5
Multiple Choice
____________ 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.
Question 6
Multiple Choice
The interesting innovations for service delivery arising from the Internet are all of the following EXCEPT _____________.
Question 7
True/False
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.
Question 8
True/False
The need for economies of scale often restricts choice of location for service facilities.
Question 9
True/False
Service delivery is shifting to arm's length transactions for many services due to advances in telecommunications.
Question 10
True/False
A ministore is a single-site service business that involves creating an innovative service factory.
Question 11
Multiple Choice
When customers visit the service site,which factor/(s) must be considered in the design of the service?
Question 12
True/False
All customers will eventually voluntarily shift from high-contact delivery environments to new electronic channels.
Question 13
True/False
Franchising is not an appealing strategy for growth-oriented service firms because franchisees tend to be less motivated and less concerned about quality than managers in company-owned stores.