1. TOP 10 Learning Questions for Chapter 13 Designing and Managing Services Michael Dominic R. Mercad May 26, 2010

2. 1. Service is an act or performance one party can offer that is essentially _____. Tangible Intangible Variable Measurable Perishable 2

3. 2. ___________ describes the employees skill in serving the customer. Internal Marketing External Marketing Interactive Marketing Holistic Marketing Quality Marketing 3

4. 3. The following are categories of service mix, except? Pure tangible good Tangible good with accompanying services Hybrid Minor service with accompanying minor goods and services Pure service 4

5. 4. These strategies can produce better match between demand and supply in a service business, except? Differential pricing Reservation system Nonpeak demand Complementary services Monitor customer satisfaction 5

6. 5. Which of the following is true? Part-time employees can serve peak demands. Facilities for future expansion is not a an option. Shared services is a way to manage demand level. Complementary service can shift some demand from peak to off-peak periods. Nonpeak demands cannot be cultivated. 6

7. 6. Which of the following is false? Top service companies are “customer obsessed”. The best service providers set high service quality standards. Consumers value convenience in services. Management have a thorough commitment to service quality. Top firms audit only their own service performance. 7

8. 7. A restobar with great food and entertainment is an example of? Pure Tangible good Tangible good with accompanying service Hybrid goods and services Major service with accompanying minor goods and services Pure service 8

9. 8. What is the supply strategy of self-service gas stations? Part-time employees Peak-time efficiency Increased customer participation Shared services Facilities for future expansion 9

10. 9. What demand strategy should badminton courts flooded with players apply? Differential pricing Nonpeak demand Complementary services Reservation systems 10

11. 10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of? Gap between consumer expectation and management perception Gap between management perception and service-quality specification. Gap between service-quality specifications and service delivery. Gap between service delivery and external communications. Gap between perceived services and expected services. 11

12. TOP 10 Learning Answers for Chapter 13 Designing and Managing Services Michael Dominic R. Mercad May 26, 2010

13. 1. Service is an act or performance one party can offer that is essentially _____. Tangible Intangible Variable Measurable Perishable 13

14. 2. ___________ describes the employees skill in serving the customer. Internal Marketing External Marketing Interactive Marketing Holistic Marketing Quality Marketing 14

15. 3. The following are categories of service mix, except? Pure tangible good Tangible good with accompanying services Hybrid Minor service with accompanying minor goods and services Pure service 15

16. 4. These strategies can produce better match between demand and supply in a service business, except? Differential pricing Reservation system Nonpeak demand Complementary services Monitor customer satisfaction 16

17. 5. Which of the following is true? Part-time employees can serve peak demands. Facilities for future expansion is not a an option. Shared services is a way to manage demand level. Complementary service can shift some demand from peak to off-peak periods. Nonpeak demands cannot be cultivated. 17

18. 6. Which of the following is false? Top service companies are “customer obsessed”. The best service providers set high service quality standards. Consumers value convenience in services. Management have a thorough commitment to service quality. Top firms audit only their own service performance. 18

19. 7. A restobar with great food and entertainment is an example of? Pure Tangible good Tangible good with accompanying service Hybrid goods and services Major service with accompanying minor goods and services Pure service 19

20. 8. What is the supply strategy of self-service gas stations? Part-time employees Peak-time efficiency Increased customer participation Shared services Facilities for future expansion 20

21. 9. What demand strategy should badminton courts flooded with players apply? Differential pricing Nonpeak demand Complementary services Reservation systems 21

22. 10. Vacation resort ads not using actual pictures resulting to disappointed clients is an example of? Gap between consumer expectation and management perception Gap between management perception and service-quality specification. Gap between service-quality specifications and service delivery. Gap between service delivery and external communications. Gap between perceived services and expected services. 22

23. TOP 10 Learning Questions for Chapter 13 Designing and Managing Services Michael Dominic R. Mercad May 26, 2010