A service is a product in the sense that it represents a bundle of benefits

A service is a product in the sense that it represents a bundle of benefits

Question # 00093924 Posted By: solutionshere Updated on: 08/18/2015 03:47 PM Due on: 09/17/2015
Subject General Questions Topic General General Questions Tutorials:
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41.

Goods, in general, tend to be much more ___________ than services because once a firm has invested in continuous process improvement and quality control in operations, products flow off the line.


A.

Flexible

B.

Standardized

C.

Homogenized

D.

Durable

E.

All of these

42.

Big investments made in continuous training, retraining, and good management of employees leads to ______________.


A.

Practical service delivery

B.

Impartial service delivery

C.

Less variability in service delivery

D.

World-class technology

E.

None of these

43.

Perishability of a service means that ________.


A.

A service can spoil if it is not used in a particular period of time

B.

A service cannot be stored or saved up for future use

C.

A service is sensitive to the day of the week, month, and year

D.

A service must be handled and stored with care

E.

None of these

44.

The service-profit chain is designed to help managers better understand ____________.


A.

The relationship between profit and production

B.

The relationship between customer loyalty, revenue growth, and higher profits

C.

The relationship between all the service employers and customer wants and needs

D.

The relationship that exists between managers and employees

E.

None of these

45.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.


A.

Marketing for profit

B.

Internal consistency

C.

Market orientation

D.

Internal marketing

E.

All of these

46.

If a firm is considered customer-centric, it implies that the company _________.


A.

Does marketing research on all the market segments and creates ads that focus on individual market segments

B.

Develops products and services that sell well in both large and small markets including some international markets

C.

Places the customer at the center of everything that takes place both inside and outside the firm

D.

Places the employee and the customer at the top of the organizational chart

E.

None of these

47.

Firms that are customer-centric exhibit a high degree of customer orientation. This means that they _______________.


A.

Instill an organization-wide focus on understanding customers' requirements

B.

Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm

C.

Align system capability internally so that the organization can respond effectively with innovative, competitively differentiated, satisfaction-generating foods and services

D.

Both instill an organization-wide focus on understanding customers' requirements and Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm

E.

Instill an organization-wide focus on understanding customers' requirements, Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm, and Align system capability internally so that the organization can respond effectively with innovative, competitively differentiated, satisfaction-generating foods and services

48.

When a company feels it is following a customer-centric philosophy with a high degree of customer orientation, it may ________________.


A.

Keep everyone up-to-date on the progress of the current legislation

B.

Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm

C.

Instill a team spirit for the company baseball team

D.

Create a customer database

E.

None of these

49.

Employees in the service-profit chain are given training, recognition, and tools to serve the customer. This leads to employee ______________.


A.

Satisfaction

B.

Retention

C.

Productivity

D.

Satisfaction, Retention, and Productivity

E.

None of these

50.

In the service-profit chain, customer satisfaction leads to customer loyalty and then revenue growth and profitability. This in turn leads to ____________.


A.

Greater employee satisfaction and investment in employees

B.

Changes in the organizational structure

C.

Competitive intelligence for future growth

D.

Competitive retaliation based on service strategy

E.

None of these

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    Tutorial # 00088310 Posted By: solutionshere Posted on: 08/18/2015 03:47 PM
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    and employees E. None of these The service-profit chain is ...
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