Aug 24_C5_Srvc Mktg

Which of the following is not one of the three interrelated flows in service distribution?

• a) Information and promotion flow

• b) Negotiation flow

• c) Service customization flow

• d) Product flow

What key question forms the foundation of any service distribution strategy?

• a) How is the product priced?

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  b) Where should the service be delivered?

• c) Who is the target audience?

• d) Why is the service needed?

In service delivery through electronic channels, which of the following is not a primary factor attracting customers?

• a) Convenience

• b) Limited selection

• c) 24/7 service availability

• d) Potential for better prices

Which statement accurately describes negotiation flow in services?

• a) It refers to the promotion of services across various channels.

• b) It involves managing the physical movement of products.

• c) It is the process of conducting negotiations between parties to reach a mutual agreement.

• d) It emphasizes the seamless integration of multiple service channels.

Which of the following is not a common issue with delivering services through electronic channels?

• a) Reduced access for technology-savvy customers

• b) Potential for inconsistent customer experiences

• c) Limited opportunities for human interaction

• d) Risk of technical failures

What is the main role of intermediaries in service delivery?

• a) To create new service offerings

• b) To act as overseers of the entire process

• c) To reduce the costs of service delivery

• d) To manage the core service

Which customer segment is most likely to prefer personal channels over electronic ones?

• a) Customers with complex service needs

• b) Customers seeking convenience

• c) Technology-savvy customers

• d) Customers confident in self-service systems

Which of the following is a key benefit of omnichannel service distribution?

• a) Lower operational costs

• b) Seamless customer experience across channels

• c) Focus on a single channel for distribution

• d) Inconsistent customer experiences

Franchising offers all the following advantages to service firms except:

• a) Expanding without heavy financial investment

• b) Maintaining total control over customer experience

• c) Allowing franchisees to invest time and finance

• d) Growing customer base through franchisee efforts

Which of the following factors does not support service firms adopting international strategies?

• a) Similar customer needs in different countries

• b) Competitors from the same country

• c) Improved telecommunications capabilities

• d) Supportive government trade policies