Managing Services 152304 Week2

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1. The five elements of service strategy are

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Performance objectives
Operational plan
Environment
Goals/objectives
Service concept

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2. The set of plans and policies by which a service organisation aims to meet its objectives is

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3. What drives strategy?

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4. The nuts and bolts of the service as designed by the by the service provider is

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5. Customers often judge the service by the quality of the overall

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6. A customer has an enjoyable cup of coffee with friends in pleasant surroundings. The is an example of

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7. An explicit statement made by an organisation about the nature of its service offering, encapsulating the essential idea inherent in the service, the way the service is delivered, the way the provider deals with the customer, the outcome for the customer and the benefits for the customer is

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8. The essence of the service purchased by the customer expressed as a succinct phrase or sentence is

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9. Service value is what the

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10. A failing organisation will have

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11. A world class organisation will have

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12. How can managers use the service concept?

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13. Types of service concept focus

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Service focussed
Market focussed
Service and market focussed
Unfocussed

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wide offering, wide market
narrow offering, wide market
wide offering, narrow market
narrow offering, narrow market

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14. Five benefits of focus in services for an organisation are:

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15. Three benefits of focus in services for customers are:

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Resultaten

Correct

0 Niet Correct

0 Overgeslagen

0 Totaal Percentage

0%

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Uitgang

Managing Services 152304 Week2

Vraag 1 of 1

Tijd Over

1. The five elements of service strategy are

Overeenkomen met de tekst (klikken en slepen)

(0/0)

1

2

3

4

5

Performance objectives

Operational plan

Environment

Goals/objectives

Service concept

2. The set of plans and policies by which a service organisation aims to meet its objectives is

Selecteer de juiste antwoorden

(0/0)

3. What drives strategy?

Selecteer de juiste antwoorden

(0/0)

4. The nuts and bolts of the service as designed by the by the service provider is

Selecteer de juiste antwoorden

(0/0)

5. Customers often judge the service by the quality of the overall

Vul de lege plekken in

(0/0)

6. A customer has an enjoyable cup of coffee with friends in pleasant surroundings. The is an example of

Selecteer de juiste antwoorden

(0/0)

7. An explicit statement made by an organisation about the nature of its service offering, encapsulating the essential idea inherent in the service, the way the service is delivered, the way the provider deals with the customer, the outcome for the customer and the benefits for the customer is

Selecteer de juiste antwoorden

(0/0)

8. The essence of the service purchased by the customer expressed as a succinct phrase or sentence is

Selecteer de juiste antwoorden

(0/0)

9. Service value is what the

Selecteer de juiste antwoorden

(0/0)

10. A failing organisation will have

Selecteer de juiste antwoorden

(0/0)

11. A world class organisation will have

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(0/0)

12. How can managers use the service concept?

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(0/0)

13. Types of service concept focus

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Service focussed

Market focussed

Service and market focussed

Unfocussed

wide offering, wide market

narrow offering, wide market

wide offering, narrow market

narrow offering, narrow market

14. Five benefits of focus in services for an organisation are:

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15. Three benefits of focus in services for customers are:

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Resultaten

Correct

0

Niet Correct

0

Overgeslagen

0

Totaal Percentage

0%

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