Lovelock04 Tif
Chapter 4
Distributing Services Through Physical and Electronic Channels
GENERAL CONTENT
Multiple Choice Questions
1. What three interrelated elements does distribution embrace in a typical sales cycle?
a. Information and process flow, promotion flow, and place flow.
b. Information and promotion flow, negotiation flow, and product flow.
c. Product flow, price flow, and place flow.
d. Product flow, promotion flow, and place flow.
e. Process flow, promotion flow, and place flow.
(b; Moderate; p. 99)
2. A truck stop is a good example of a ____________.
a. centralized control center
b. single-source facility
c. k-minus strategy
d. multi-purpose facility
e. cash cow
(d; Easy; p. 105)
3. Which of the following is NOT one of the factors that encourage extended operating hours?
a. Availability of employees to work during “social” hours.
b. Economic pressure from consumers.
c. Changes in legislation.
d. Economic incentives to improve asset utilization.
e. Automated self-service facilities.
(a; Moderate; p. 106)
4. Which of the following is one of the five categories of “flow” that the Internet facilitates?
a. Connection
b. Negotiation
c. Collection
d. Partition
e. Production
(b; Challenging; p. 108)
5. The Internet is superior to traditional channels because ____________.
a. costs are much lower when there is no physical location.
b. the Internet is always open for business, whereas traditional channels may have limited hours.
c. more customers will eventually access the Internet than will use traditional channels.
d. it’s better able to help researchers collect data on consumer information and search behaviors.
e. it can distribute both products and services much faster.
(d; Moderate; p. 108)
6. Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and
Distributing Services Through Physical and Electronic Channels
GENERAL CONTENT
Multiple Choice Questions
1. What three interrelated elements does distribution embrace in a typical sales cycle?
a. Information and process flow, promotion flow, and place flow.
b. Information and promotion flow, negotiation flow, and product flow.
c. Product flow, price flow, and place flow.
d. Product flow, promotion flow, and place flow.
e. Process flow, promotion flow, and place flow.
(b; Moderate; p. 99)
2. A truck stop is a good example of a ____________.
a. centralized control center
b. single-source facility
c. k-minus strategy
d. multi-purpose facility
e. cash cow
(d; Easy; p. 105)
3. Which of the following is NOT one of the factors that encourage extended operating hours?
a. Availability of employees to work during “social” hours.
b. Economic pressure from consumers.
c. Changes in legislation.
d. Economic incentives to improve asset utilization.
e. Automated self-service facilities.
(a; Moderate; p. 106)
4. Which of the following is one of the five categories of “flow” that the Internet facilitates?
a. Connection
b. Negotiation
c. Collection
d. Partition
e. Production
(b; Challenging; p. 108)
5. The Internet is superior to traditional channels because ____________.
a. costs are much lower when there is no physical location.
b. the Internet is always open for business, whereas traditional channels may have limited hours.
c. more customers will eventually access the Internet than will use traditional channels.
d. it’s better able to help researchers collect data on consumer information and search behaviors.
e. it can distribute both products and services much faster.
(d; Moderate; p. 108)
6. Integrating mobile devices into the service delivery infrastructure can be used as a means to ____________ services, ____________ customers to opportunities or problems, and ____________ information in real time to ensure that it is continuously accurate and