Managing Services 152304 Week2

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Question 1 of 1

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1. The five elements of service strategy are

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1
2
3
4
5

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Goals/objectives
Performance objectives
Service concept
Environment
Operational plan

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none

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

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5466

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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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narrow offering, wide market
wide offering, wide market
narrow offering, narrow market
wide 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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Managing Services 152304 Week2

Question 1 of 1

Time Left

1. The five elements of service strategy are

Match the text (click and drag)

(0/0)

1

2

3

4

5

Goals/objectives

Performance objectives

Service concept

Environment

Operational plan

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

Select the correct answer(s).

(0/0)

3. What drives strategy?

Select the correct answer(s).

(0/0)

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

Select the correct answer(s).

(0/0)

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

Fill in the blanks

(0/0)

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

Select the correct answer(s).

(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

Select the correct answer(s).

(0/0)

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

Select the correct answer(s).

(0/0)

9. Service value is what the

Select the correct answer(s).

(0/0)

10. A failing organisation will have

Select the correct answer(s).

(0/0)

11. A world class organisation will have

Select the correct answer(s).

(0/0)

12. How can managers use the service concept?

Select the correct answer(s).

(0/0)

13. Types of service concept focus

Match the text (click and drag)

(0/0)

Service focussed

Market focussed

Service and market focussed

Unfocussed

narrow offering, wide market

wide offering, wide market

narrow offering, narrow market

wide offering, narrow market

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

Select the correct answer(s).

(0/0)

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

Select the correct answer(s).

(0/0)

Results

Correct

0

Incorrect

0

Skipped

0

Overall Percentage

0%

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