Marketing - Study Mode
[#236] ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.
Correct Answer
(B) Service Blueprinting
Explanation
Solution: Service Blueprinting is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view. A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.
[#237] __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
Correct Answer
(B) Servicescape
Explanation
Solution: Servicescape is the physical surroundings or the physical facility where the service is produced, delivered and consumed. Servicescape is a model developed by Booms and Bitner to emphasize the impact of the physical environment in which a service process takes place.
[#238] ___________ are the only service distributors which do not require direct human interactions.
Correct Answer
(A) Electronic channels
Explanation
Solution: Electronic channels are the only service distributors which do not require direct human interactions. Electronic channels overcome some of the problems associated with service inseparability and allow a form of standardisation not previously possible in most services.
[#239] In the absence of a physical product, service providers need to consider the use of __________ that enable customers to make a judgment on the service quality.
Correct Answer
(B) Tangible clues
Explanation
Solution: In the absence of a physical product, service providers need to consider the use of tangible clues that enable customers to make a judgment on the service quality.
[#240] Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
Correct Answer
(B) Processes used in carrying out the service
Explanation
Solution: Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of Processes used in carrying out the service.