Group Quiz 3

Group Quiz Chapter 3
Group Names: Abdullah Alhurani Manohar Vanamadi Satish Vanamadi
True/False Enter T or F in the boxes and explain your answer in the boxes. 1. A characteristic of the overall cost leadership strategy is the incurring of startup losses to build market share. T
2. On-line networks between suppliers and their customers create a barrier to entry. T
3. When pursuing a differentiation strategy, a service firm should work to ensure that the service being offered is standardized. F
4. Service winners are the competitive dimensions used by customers to decide among qualified service providers. T
5. Quality is considered to be a structural element of the strategic service concept. F
6. Service industries have low entry barriers because economy-of-scale opportunities are limited. F
7. The use of micromarketing has the potential to create customer concerns about invasion of privacy. T
8. Implementing a low-cost strategy can sometimes revolutionize an industry.
Group Quiz Chapter 3
9. Information databases are an asset, because they represent a source of revenue. T
10. Information is a substitute for inventory. T
11. Focus is a competitive strategy that creates a service perceived as being unique. F
12. Service encounter, quality, information, and capacity planning are all managerial elements of a strategic service concept. F
13. Ordering from L.L. Bean by telephone is an example of a service firm maximizing opportunities for economies of scale. T
14. A firm facing serious competition for the first time is in the journeyman stage of a service firm's competitiveness. T
15. Porters five forces analysis is used at the industry level to determine competitive intensity. T
16. SWOT analysis is objective with easily agreed upon results. F
Group Quiz Chapter 3 Multiple Choice 1. The qualifier for an airline offering short commuter flights is: a. quality of the meals. b. safety record. c. politeness of the crew. d. on-time performance.
2. Place the McDonald's fast food chain within the following matrix:
E x te n t to w h i c h S e r v i c e Is Cu s to m i z e d
Low L i ttl e H ig h
(a)*
E x te n t to w h i c h Co n ta c t Pers on n el Ex e rcis e Judgm ent
M uch
(b)
(c)
(d)
Little Low (a)
3. A difficult economic environment exists for service industries for all but one of the following reasons. a. Relatively high overall entry barriers b. Product substitution c. Minimal opportunities for economies of scale d. Exit barriers. A
4. A personal training facility that is located in the exclusive Beverly Hills area with only one other competitor could adopt a service strategy that emphasizes ________. a. overall cost leadership b. differentiation
Group Quiz Chapter 3 c. focus d. personalization B
5. Of the nine dimensions of service competition, three are regarded as most likely to become service losers. Which of the following is not one of those three vulnerable dimensions? a. Speed b. Price c. Dependability d. Personalization B
6. Which of the following is not identified as a strategy common to many successful service providers? a. Close coordination between the marketing and operations b. The exploitation of information to generate new business c. A project-oriented organizational structure d. Redirection of the strategic service vision inward to focus on employees C
6. Which of the following is usually not a good idea with respect to an overall cost leadership strategy? a. Offer as many different services as possible to spread overhead costs. b. Concentrate on routine/standardized services. c. Replace labor with capital where possible. d. Perform some service activities off-line at a centralized site. A 7. The nature of the service act depends on to whom or to what the service is directed and the degree of "tangibility" of the service provided. An example of a tangible service directed to the possessions of a customer would be: a. a stay in a hotel. b. an investment advising session. c. a fortune telling session. d. a full-service car wash. D
Group Quiz Chapter 3 8. Which one of the following is not a key characteristic that leads to a difficult competitive environment for service industries? a. Low barriers to entry b. Lack of sustainable competitive advantage c. Lack of government regulation and oversight d. Low switching costs for customers C
9. American Airlines' SABRE reservation system fills the following strategic role of information: a. Revenue generation b. Productivity enhancement c. Creation of barriers to entry d. Data base asset C
10. Services can create barriers to entry by __________ a. using economies of scale. b. creating switching costs. c. using databases and information technology. d. all of the above. D
11. Which of the following is an example of the competitive use of information in generating revenue? a. Reservation systems b. Data envelopment analysis c. Micromarketing d. Expert systems C
12. Bar coding and checkout scanner technology have created a wealth of consumer buying information that can be used to target customers with precision. This process is an example of: a. service development. b. micromarketing. c. data envelopment analysis.
Group Quiz Chapter 3 d. point of sale. B
13. Kraft targeted its cream cheese flavors to match the tastes of a stores customers using off -line analysis of POS (point-of-sale) data. This is an example of: a. yield management b. expert systems c. data envelopment analysis d. micromarketing D
14. Service firms use information technology to create barriers to entry, generate revenue, enhance productivity, and serve as data base assets. Where does productivity enhancement fit in the diagram below?
Compe titiv e Use of Information

On-line External Off-line
(a) Strategic Focus

Internal
(b) (d)*
(c)
Internal offline (d)
15. Which of the following service quality descriptions would be considered "World Class?" a. It raises the customer's expectations and improves continuously. b. It exceeds the customer's expectations and is consistent on many dimensions. c. It is less important than cost and is highly variable. d. It contributes to service and plays an important role in total service. A
16. Not satisfied with just meeting customer expectations, this category of service firm expands upon the expectations to levels that competitors find difficult to meet. a. Available-for-service b. Journeyman
Group Quiz Chapter 3 c. Distinctive competence achieved d. World class service delivery D

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Group Quiz Chapter 3

Group Names: Abdullah Alhurani Manohar Vanamadi Satish Vanamadi

5. Quality is considered to be a structural element of the strategic service concept. F

8. Implementing a low-cost strategy can sometimes revolutionize an industry.

Group Quiz Chapter 3

9. Information databases are an asset, because they represent a source of revenue. T

10. Information is a substitute for inventory. T

16. SWOT analysis is objective with easily agreed upon results. F

Little Low (a)

Group Quiz Chapter 3 c. focus d. personalization B

Group Quiz Chapter 3 d. point of sale. B

Compe titiv e Use of Information

(a) Strategic Focus

Internal offline (d)

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