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1 What are the various modes of service delivery in international trade? Discuss with the help of examples.
2 Why do customers switch service providers? Can you do anything as a marketer to prevent the customers from switching?
3 Briefly explain the characteristics of a good service guarantee. Formulate a service guarantee for a fixed Landline telecom service provider.
4 Discuss the importance of non-monetary costs in pricing decisions for services taking the example of health services.
5 Identify and explain the product support services which automobile manufacturers can offer to remain competitive/for gaining competitive advantage.
6 Write short notes on any three of the following :
(a) Reasons for growth of the service sector
(b) Franchising
(c) Measurement of Service Quality
(d) Channels of distribution for bank
(e) Classification schemes for services
7 How is information search behavior different in case of services as compared to goods? Explain giving suitable examples.
8 Discuss the characteristics of a good service guarantee. Evaluate the following service guarantee offered by a restaurant for its home delivery services, on the basis of the characteristics discussed by you.
“30 MINUTES GUARANTEE.
10% DISCOUNT ON DELAYED DELIVERY ORDERS*
*Discounts not applicable for orders over Rs.500”
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Case Study
Premier Courier Ltd. (PCL) is an innovative overnight delivery company that helped change the way companies do business. It was the first company to offer an overnight delivery system, but the company markets more than just a delivery service. What PCL really sells is on-time reliability. The company markets risk reduction and provides the confidence that people shipping packages will be “Absolutely, positively, certain their packages will be there by 10.30 in the morning”.
In fact, PCL sells even more than reliable delivery. It designs tracking and inventory management systems for many large companies. In other words, its customers buy more than just delivery service they buy a solution to their distribution problems. For example, a warehouse designed and operated by PCL is part of the distribution centre for a very large computer firm. In other organisations, customers can place an order for inventory as late as midnight, and the marketer, because of PCL’s help, can guarantee delivery by the next morning. PCL has positioned itself as a company with a service that solves its customers’ problems,
Answer Section
Q.No 1: What is PCL’s product? What are the tangible and intangible elements of this service product?
Q.No 2: What are the elements of service quality for a delivery service like PCL?
Q.No 3: In what way does technology influence PCL’s service quality?
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1. The purchase of goods or services for use by an organization in producing other goods and services or to support the daily operations of the organization or for resale is called:
(A): wholesale marketing.
(B): business-to-business marketing
(C): corporate marketing
(D): distribution marketing
2. Which of the following is not a tangible dominant?
(A): Detergents
(B): Automobiles
(C): Investment Management
(D): Soft drinks
3. Select name of the country having maximum percent of GDP attributed to services
(A): United States
(B): China
(C): Germany
(D): India
4. Which of the following is not an element of physical evidence?
(A): Employee dress
(B): Employee Training
(C): Equipment
(D): Facility design
5. Which of the following is not an element of People?
(A): Motivation
(B): Teamwork
(C): Flow of activities
(D): Customer training
6. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called……..
(A): Place Mix
(B): Physical Evidence Mix
(C): Process Mix
(D): People Mix
7. ………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
(A): Physical evidence
(B): Process
(C): Place
(D): People
8. All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
(A): Process
(B): Physical Environment
(C): People
(D): Place
9. ……………is the difference between customer expectations and perceptions.
(A): Customer Delight
(B): Customer Satisfaction
(C): Customer Gap
(D): The supplier Gap
10. Which of the following is difficult to evaluate?
(A): Jewellery
(B): Auto repair
(C): Furniture
(D): Clothing
11. Evaluation of Medical Diagnosis service is mainly depends on
(A): High in experience quality
(B): High in credence quality
(C): High in search quality
(D): Both 1 and 2
12. …………..is defined a the caring, individualized attention that the firm provides its customers.
(A): Empathy
(B): Responsiveness
(C): Sympathy
(D): Assurance
13. Which of the following is not a type of Service encounters?
(A): Remote encounters
(B): Phone encounters
(C): Face to face encounters
(D): Check in Encounters
14. ………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
(A): Front end planning
(B): Service Blueprinting
(C): Service Standardization
(D): None of these
15. …………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
(A): Servicespace
(B): Servicescape
(C): Serviceplace
(D): Servicescope
16. “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
(A): Service culture
(B): Corporate culture
(C): Service Triangle
(D): Service Quality Dimensions
17. SSTs stands for…….
(A): Stable Service Technologies
(B): Social Service Technologies
(C): Smart Service Technologies
(D): Self Service Technologies
18. ……………are the only service distributors which do not require direct human interactions.
(A): Electronic Channels
(B): SSTs
(C): Direct Service Channels
(D): Speculative channels
19. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..
(A): Marketing Triangle
(B): Service Triangle
(C): Communication Triangle
(D): Both 1 and 2
20. Intangibility, Perishability, Inseparability & Variability are the characteristics of
(A): Products
(B): Services
(C): Goods
(D): Both 1 and 2 We Also Provide SYNOPSIS AND PROJECT.
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21. In the simplest terms, _____ are deeds, processes and performances.
(A): Attributes
(B): Experiences
(C): Services
(D): Goods
22. The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n)
(A): Service
(B): Experience
(C): Attribute
(D): Benefit
23. When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of
(A): Service
(B): Experience
(C): Attribute
(D): Benefit
24. Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding a
(A): Attributes
(B): Satisficers
(C): Services
(D): Goods
25. _____ is a key determinant of whether a product offering should be classified as a product or a service.
(A): Physicality
(B): Tangibility
(C): Perception
(D): Abstraction
26. Which of the following is an intangible component of a car repair shop?
(A): Replacement parts
(B): Employee uniforms
(C): Barrel for storing recyclable motor oil
(D): The training the mechanic has received
27. Which of the following is an example of a tangible component provided by a hotel?
(A): Wake-up call
(B): Guest rooms
(C): Room service
(D): Express check-out
28. Which of the following is NOT an example of a service business?
(A): Amusement park
(B): Hotel
(C): Soft drink bottler
(D): Department store
29. Which of the following trends has directly influenced the development of services marketing concepts and strategies?
(A): he decreasing importance of service industries to the U.S. and world economies
(B): The growth in information-based technology
(C): Decreased competition in professional services
(D): The fact that manufacturing firms are placing increased emphasis on providing services
30. On his way to work today, Terry saw a billboard for a physician’s group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from y
(A): he increasing importance of service industries to the U.S. and world economies
(B): The increase of government regulation of professional service industries
(C): The growth in database marketing
(D): ncreased competition in professional services
31. Which of the following statements about services is true?
(A): A service economy produces services at the expense of other sectors
(B): The skills needed for managing services differ from those used for managing manufacturing businesses
(C): ervice is a necessary evil for manufacturing firms
(D): None of these
32. Without good mailing lists, businesses cannot engage in effective direct-marketing advertising. On average 20 percent of the U.S. population moves annually. Return Path is a company that provides changes of addresses to businesses. It takes a business’s
(A): The increasing importance of service industries to the U.S. and world economies
(B): The decrease of human interaction as a result of widespread use of technology-based services
(C): The growth in the use of technology-based services
(D): Increased competition in the direct-mail industry
33. Garrett and Hugh were having breakfast when they decided they wanted to have pizza and watch a video that night. Garrett turned on her computer, brought up the site of a local video store and ordered the movie Cold Mountain to be delivered to her doorstep
(A): The increasing importance of service industries to the U.S. and world economies
(B): The decrease of human interaction as a result of widespread use of technology-based services
(C): The growth in the use of technology-based services
(D): Increased competition in the entertainment industry
34. Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
(A): Customer expectations are higher because of the excellent service they receive from some companies
(B): Even though it is to provide consistent, high-quality service, many companies do not want to do it
(C): Technology-based services, which are superior to human-based services, are not being implemented enough
(D): None of these
35. Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
(A): Increasing use of technology is perceived by many customers as less service because there is no human interaction
(B): Companies provide unclear tactics for customers to follow when dealing with service providers
(C): Delivering consistent, high-quality service becomes routine
(D): Customers have no concept of what conditions produce to quality service
36. Which of the following statements about how technology has positively influenced service is true?
(A): Technology provides vehicles for delivering existing services in more accessible, convenient, productive ways
(B): Technology facilitates basic customer service functions
(C): Technology facilitates transactions by offering a direct vehicle for making purchases
(D): All of the above statements about how technology has influenced service are true
37. Which of the following statements describes how consumers and employees are responding to technology-based services?
(A): Services can readily calm fears that privacy may be sacrificed if technology is used
(B): An infusion of technology can lead to an increase in human interaction
(C): he payback for investments in technology is a certainty
(D): Employees are often reluctant to integrate technology into their work lives
38. The most basic and universally cited, difference between goods and services is:
(A): Perishability
(B): Intangibility
(C): Divisibility
(D): Compatibility
39. On a recent visit to The Home Depot store, a sales associate greeted Gigi when she entered the store, helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future. The assistance provided b
(A): Perishability
(B): Intangibility
(C): Divisibility
(D): Compatibility
40. Which of the following statements describes a marketing implication that results from the intangibility of services?
(A): Customers participate in and affect the transaction
(B): Service quality depends on many uncontrollable factors
(C): Services can be readily communicated
(D): Services cannot be inventoried We Also Provide SYNOPSIS AND PROJECT.
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