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Untitled

Espen Johansen 12 questions

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Questions in this quiz (12)

  1. 15 gaps of services:
    Between [blank_start]consumer expectation[blank_end] and [blank_start]management perception[blank_end].
    Between [blank_start]management perception[blank_end] and [blank_start]service quality specifications[blank_end]
    Between [blank_start]service quality specifications[blank_end] and [blank_start]service delivery[blank_end]
    Between [blank_start]service delivery[blank_end] and [blank_start]external communication[blank_end]
    Between [blank_start]expected service[blank_end] and [blank_start]experienced service[blank_end]
    1. Aconsumer expectation
    2. Bmanagement perception
    3. Cmanagement perception
    4. Dservice quality specifications
    5. Eservice quality specifications
    6. Fservice delivery
    7. Gservice delivery
    8. Hexternal communication
    9. Iexpected service
    10. Jexperienced service
  2. 2Servqual 5 factors ( service quality issues):
    [blank_start]Reliability[blank_end]
    [blank_start]Responsiveness[blank_end]
    [blank_start]Empathy[blank_end]
    [blank_start]Assurance[blank_end]
    [blank_start]Tangibles[blank_end]
    1. AReliability
    2. BResponsiveness
    3. CEmpathy
    4. DAssurance
    5. ETangibles
  3. 3Services are different from products because they are:
    [blank_start]Intangible[blank_end]
    [blank_start]Heterogenic[blank_end]
    [blank_start]Perishable[blank_end]
    [blank_start]Inseparable[blank_end]
    1. AIntangible
    2. BHeterogenic
    3. CPerishable
    4. DInseparable
  4. 4Internal audit (FEPSOS)
    [blank_start]Functions[blank_end]
    [blank_start]Environment[blank_end]
    [blank_start]Productivity[blank_end]
    [blank_start]Systems[blank_end]
    [blank_start]Organisation[blank_end]
    [blank_start]Strategy[blank_end]
    1. AFunctions
    2. BEnvironment
    3. CProductivity
    4. DSystems
    5. EOrganisation
    6. FStrategy
  5. 5Mission statement components
    [blank_start]Strategic intent[blank_end]
    [blank_start]Company values[blank_end]
    [blank_start]Distinctive competencies[blank_end]
    [blank_start]Competitive positioning[blank_end]
    [blank_start]Market definition[blank_end]
    1. AStrategic intent
    2. BCompany values
    3. CDistinctive competencies
    4. DCompetitive positioning
    5. EMarket definition
  6. 6Good objectives are
    [blank_start]Specific[blank_end]
    [blank_start]Measurable[blank_end]
    [blank_start]Attainable[blank_end]
    [blank_start]Relevant[blank_end]
    [blank_start]Time-based[blank_end]
    1. ASpecific
    2. BMeasurable
    3. CAttainable
    4. DRelevant
    5. ETime-based
  7. 7Portfolio analysis:
    BCG matrix focuses on [blank_start]market share[blank_end] and [blank_start]market growth[blank_end]
    GE business screen focuses on [blank_start]attractiveness of the industry[blank_end] and [blank_start]the position of the business[blank_end]
    Shell directional policy matrix focuses on [blank_start]profitability[blank_end] and [blank_start]the firms competitive capabilities[blank_end]
    1. Amarket share
    2. Bmarket growth
    3. Cattractiveness of the industry
    4. Dthe position of the business
    5. Eprofitability
    6. Fthe firms competitive capabilities
  8. 8Strategic tools for forecasting:
    [blank_start]Delphi technique[blank_end]
    [blank_start]Trend-impact analysis[blank_end]
    [blank_start]Scenario building[blank_end]
    1. ADelphi technique
    2. BTrend-impact analysis
    3. CScenario building
  9. 9Market strategies consists of:
    [blank_start]market-scope[blank_end] strategy
    [blank_start]market-geography[blank_end] strategy
    [blank_start]Market-entry[blank_end] strategy
    [blank_start]Market-commitment[blank_end]
    [blank_start]Market-dilution strategy[blank_end]
    1. Amarket-scope
    2. Bmarket-geography
    3. CMarket-entry
    4. DMarket-commitment
    5. EMarket-dilution strategy
  10. 10Factors affecting pricing decisions:
    Internal:
    [blank_start]Marketing objectives[blank_end]
    [blank_start]Marketing mix[blank_end]
    [blank_start]Costs[blank_end]
    [blank_start]Organisation for pricing[blank_end]

    External:
    [blank_start]Elasticity[blank_end]
    [blank_start]Competition[blank_end]
    [blank_start]Environment[blank_end]
    1. AMarketing objectives
    2. BMarketing mix
    3. CCosts
    4. DOrganisation for pricing
    5. EElasticity
    6. FCompetition
    7. GEnvironment

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Description
Quiz on Untitled, created by Espen Johansen on 07/05/2017.
Language
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