Question 1
pts
Which statement is true for service bundles?
service bundles is a set of unrelated services
bundles exist only within the tourism industry
bundling is a cross-functional system
a and b only
Question 2
pts
Which of the statements is true for bundles?
they include core and peripherals
they may include tangibles and intangibles
they can help the firm to serve different customer groups
they can help a company distinguish itself from the competition
all of the responses are correct
Question 3
, pts
The primary function of a commercial service business should be on providing service
and value to the customer.
True
False
Question 4
pts
Starbucks gained their competitive advantage through a unique service concept.
True
False
Question 5
pts
What has had the most impact on the economic growth of today’s service industry?
information technology
quality
productivity
high investment
,money
Question 6
pts
What is the conceptual difference between ‘service’ and ‘services’?
‘services’ is just the plural of ‘service’
both mean intangible activities or units of output
‘service’ is an act, while ‘services’ are the means
a and b only
none of the responses are correct
Question 7
pts
Services are primarily tangible.
True
False
IncorrectQuestion 8
pts
Which one of the following statements is true?
, primary needs are fulfilled through peripheral services
secondary needs are fulfilled through core services
primary needs are fulfilled through core services
peripheral services may compensate for poor core services
c and d only
Question 9
pts
Value cocreation refers to a
cost of creating service value
variety of impacts forming the product utility
cooperation between service providers in service production and delivery
mutual creation of value by both customer and service provider
none of the responses are correct
Question 10
pts
pts
Which statement is true for service bundles?
service bundles is a set of unrelated services
bundles exist only within the tourism industry
bundling is a cross-functional system
a and b only
Question 2
pts
Which of the statements is true for bundles?
they include core and peripherals
they may include tangibles and intangibles
they can help the firm to serve different customer groups
they can help a company distinguish itself from the competition
all of the responses are correct
Question 3
, pts
The primary function of a commercial service business should be on providing service
and value to the customer.
True
False
Question 4
pts
Starbucks gained their competitive advantage through a unique service concept.
True
False
Question 5
pts
What has had the most impact on the economic growth of today’s service industry?
information technology
quality
productivity
high investment
,money
Question 6
pts
What is the conceptual difference between ‘service’ and ‘services’?
‘services’ is just the plural of ‘service’
both mean intangible activities or units of output
‘service’ is an act, while ‘services’ are the means
a and b only
none of the responses are correct
Question 7
pts
Services are primarily tangible.
True
False
IncorrectQuestion 8
pts
Which one of the following statements is true?
, primary needs are fulfilled through peripheral services
secondary needs are fulfilled through core services
primary needs are fulfilled through core services
peripheral services may compensate for poor core services
c and d only
Question 9
pts
Value cocreation refers to a
cost of creating service value
variety of impacts forming the product utility
cooperation between service providers in service production and delivery
mutual creation of value by both customer and service provider
none of the responses are correct
Question 10
pts
