Which of the following best describes ‘arm's length’ transactions?
Transactions in which the customer meets the service personnel face-to-face
Transactions in which the customer never meets the service personnel face-to-face
Transactions in which the service personnel provide their services over the phone
Transactions in which the service personnel provide their services through an intermediary
Transactions in which the customer is not the user of the services
In which of the following situations would a company have the most ability to protect its intellectual property through legal means?
Film production for international distribution
Providing animal care services
Management consulting
Human resource recruitment
Car rentals
Wirtz and Mattila found the _________ is more important than _________ alone in achieving customer satisfaction and loyalty.
attitude of staff; apology
recovery process; compensation
recovery delivery; apology
attitude of staff; compensation
In which of the following situations would an organisation benefit most from exporting directly?
Low degree of customer interaction, low control over sources of value creation
Low degree of customer interaction, high control over sources of value creation
High degree of customer interaction, high control over sources of value creation
High degree of customer interaction, low control over sources of value creation
Which of the following could be said to be a service delivery where the service organisation comes to the customer and has a single service outlet?
House cleaning services
A restaurant
An airline
Travel agency services
Which of the following best describes the influence of how technology has created a major shift in the way products are provided in the service industries?
High-tech, high-touch
High-involvement, low-touch
High-tech, low-touch
Low-tech high-touch
Which of the following is NOT a consideration when determining where to put a physical ‘bricks and mortar’ distribution centre?
Cost
Staff preference
Customer convenience
Customer preference
Advances in _________ and computer _________ have spurred many new approaches to ________ delivery.
telecommunications; technology; service
technology; service; telecommunications
service; technology; telecommunications
telecommunications; complexity; service
The use of globalised corporate banking, insurance and management consulting are examples of:
common customer needs drivers
cost drivers
market drivers
technology drivers
Which of the following is not a possession-processing service?
Repair
Maintenance
Entertainment
Freight transport
Cleaning
