This document contains a 12 question multiple choice quiz about service strategy concepts. The questions cover topics like employing the virtual value chain, the strategic service vision framework, stages of competitive advantage for service firms, methods for firms to compete using substitutes or information, and categorizing customers using information. For each question there are two possible answers, labeled A or B for single-answer questions and A, B, C or D for multiple-answer questions. The correct answers are provided at the end.
This document contains a 12 question multiple choice quiz about service strategy concepts. The questions cover topics like employing the virtual value chain, the strategic service vision framework, stages of competitive advantage for service firms, methods for firms to compete using substitutes or information, and categorizing customers using information. For each question there are two possible answers, labeled A or B for single-answer questions and A, B, C or D for multiple-answer questions. The correct answers are provided at the end.
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students assignment only for academic purpose of LKW
This document contains a 12 question multiple choice quiz about service strategy concepts. The questions cover topics like employing the virtual value chain, the strategic service vision framework, stages of competitive advantage for service firms, methods for firms to compete using substitutes or information, and categorizing customers using information. For each question there are two possible answers, labeled A or B for single-answer questions and A, B, C or D for multiple-answer questions. The correct answers are provided at the end.
This document contains a 12 question multiple choice quiz about service strategy concepts. The questions cover topics like employing the virtual value chain, the strategic service vision framework, stages of competitive advantage for service firms, methods for firms to compete using substitutes or information, and categorizing customers using information. For each question there are two possible answers, labeled A or B for single-answer questions and A, B, C or D for multiple-answer questions. The correct answers are provided at the end.
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Multiple Choice Quiz
(See related pages)
Multiple Choice Q no Service Strategy 3 2010967 1 007337783x
1 2 1 An example of employing the 'virtual value chain' is using information to control inventory.
True A)
False B)
2 2
2 The 'strategic service vision' is a framework in the form of questions that need to be addressed when considering a new service.
True A)
False B)
3 2
3 The overall cost leadership segments the market in order to achieve high returns.
True A)
False B)
4 2
4 A service winner over time often becomes a qualifier.
True A)
False B)
5 2
5 Distinctive competence achieved is the ultimate competitive stage that service firms aspire too.
True A)
False B) 6 2
6 If an individual can overcome the high entry barriers associated with creating a service, the economic environment in which service firms compete is generally less hostile than it is for manufacturing.
True A)
False B)
7 4
7 Procter & Gamble, with its introduction of the home dry-cleaning kit DRYEL, is attempting to compete with dry cleaners by:
Introducing a product substitute
A)
Decreasing customer loyalty
B)
Lowering exit barriers
C)
Raising entry barriers
D)
8 4
8 A service that incorporates self-service is attempting to compete using a ______ strategy.
overall cost leadership
A)
differentiation B)
focus C)
price D)
9 4
9 The rapid spread of the 'Under 30 minutes or it's free' guarantees throughout the pizza delivery industry is an example of a
qualifier becoming a loser.
A)
winner becoming a loser.
B)
winner becoming a qualifier.
C) qualifier becoming a winner. D)
10 4
1 0 Which of the following is not a method by which a service provider can use information to increase revenue?
Yield Management A)
Expert Systems B)
Point-of-Sale C)
Data Envelopment Analysis
D)
11 4
1 1 Which of the following is not a use of information to categorize customers?
Routing A)
Sharing B)
Data mining C)
Coding D)
12 4
1 2 In which of the following competitive stages is operations seen as reactive at best?
Available for service
A)
Journeyman B)
Distinctive competence achieved
C)
World-class service delivery
D)
Keys 1. False 2. True 3. False 4. True 5. False 6. False 7. A 8. A 9. C 10. D 11. C 12. A
