Week 1

Question 1

What is the largest service industry?

Answer 1

Property and business services

Question 2

How much of the economy’s output did property and business services account for over 2000-2001?

Answer 2

14%

Question 3

What is the economy’s largest employer?

Answer 3

Retail Trade

Question 4

How many jobs does retail trade account for?

Answer 4

1.3 million or 15%

Question 5

What are 3 examples of business services?

Answer 5

Engineering, legal services, insurance

Question 6

What is the order of value creation ?

Answer 6

Choose the value, create the value, communicate the value

Question 7

What are 3 examples of customer service?

Answer 7

Restaurant, airline, medical

Question 8

What is service dominant logic?

Answer 8

A unified understanding of the purpose and nature of organisations, makers and society

Question 9

What is tangible and intangible?

Answer 9

Tangible - touch, feel and posess

Intangible - experience

Question 10

What are 3 tangible services

Answer 10

Fast food resturant, house, soft drink

Question 11

What are 3 intangible services?

Answer 11

Theatre, hotel, teaching

Question 12

What is the hollowing out effect?

Answer 12

The shift in emplyment patterns in industry economy’s

Question 13

What industries are moving towards completing deregulation?

Answer 13

Telecommunications, health and airline

Question 14

What is changing our online shopping experience?

Answer 14

Chatbots

Question 15

What is the definition of services marketing?

Answer 15

Taking action to create value for someone else.

Question 16

What are the 3 service as a system steps?

Answer 16

Service operations
Service delivery
Service marketing

Question 17

 What falls under service operations?

Answer 17

Physical facilities, equipment, and other tangibles. 

Question 18

What is service delivery system?

Answer 18

Where when and how the service product is delivered to the Customer. 

Question 19

what Falls under service marketing systems?

Answer 19

All the ways in which the customer may encounter and learn about the service organisation 

Question 20

What is the difference between high contact and low contact services?

Answer 20

High contact services involve close interactions between Customer and business.

Low contact services involves little to no contact between customers and the business. 

Question 21

What are three high contact services examples?

Answer 21

Hotels, airlines, restaurants.

Question 22

What are three low contact service examples?

Answer 22

Banks, Internet providers, online shops

Question 23

What are the three stages of service consumption. 

Answer 23

Pre-purchase, purchase, post purchase

Question 24

What is information search?

Answer 24

Internal - past knowledge

External - word-of-mouth and reviews

Question 25

Who came up with the cultural Dimensions theory?

Answer 25

Geert Hofstede

Question 26

Name the six cultural dimensions from Geert hofstedes theory.

Answer 26

``` Power distance Uncertainty avoidance Individualism and collectivism Masculinity and femininity Pragmativ and Normative Indulgence and restraint ```

Question 27

Name three strategies for risk reduction

Answer 27

Seek more information Look for guarantees and warranties Search the web

Question 28

What are the three service encounters?

Answer 28

High contact Medium contact Low contact

Question 29

What are mood states?

Answer 29

The type of mood Customer or employee may be in which can affect the type of service delivered.

Question 30

Why is it important to search for competitive advantage?

Answer 30

A business must set it self apart from any competition, promoting it self as the best provider.

Question 31

What are the two basic focus strategies for services?

Answer 31

Focused and unfocused

Question 32

What does focused service strategies mean?

Answer 32

Business offers a narrow range of products/services

Question 33

What does unfocused service strategies mean?

Answer 33

The business offers a wide range of services and products to cater a broad range of markets. 

Question 34

What are the four defining and profiling variables?

Answer 34

Demographic Geographical Psychographical Behavioural

Question 35

What are three demographic variables?

Answer 35

Age, race, religion

Question 36

What are three geographical variables?

Answer 36

Countries, regions, cities

Question 37

What are three psychographical variables?

Answer 37

Social class, lifestyle, personality

Question 38

What are three behavioural variables?

Answer 38

Knowledge, attitude, usage

Question 39

What is emotional marketing?

Answer 39

When companies add emotion into their ads and promotions to make you feel a certain way and entice you to purchase.

Question 40

Three stages of the successful positioning strategy

Answer 40

Points of parity Points of contention Points of difference

Question 41

What does B2C stand for?

Answer 41

Business to Customer

Question 42

What does B2B stand for?

Answer 42

Business to business

Question 43

What sort of business is B2C?

Answer 43

Smaller scale/personal purchases

Question 44

What sort of business is B2B?

Answer 44

Larger scale/commercial purchases