5/13/13

Multiple Choice Quiz

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Multiple Choice Quiz

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Results Reporter
Out of 10 questions, you answered 4 correctly with a final grade of 40% 4 correct (40%) 6 incorrect (60%) 0 unanswered (0%)

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Your Results:
The correct answer for each question is indicated by a .

1 CORRECT

The 'strategic service vision' is a framework in the form of questions that need to be addressed when considering a new service. A) True B) False

2 INCORRECT

The overall cost leadership segments the market in order to achieve high returns. A) True B) False

3 INCORRECT

Distinctive competence achieved is the ultimate competitive stage that service firms aspire too. A) True B) False

4 INCORRECT

SWOT analysis is used at the industry level to determine the competitive intensity and, therefore, attractiveness of a market. A) True B) False

5 CORRECT

Procter & Gamble, with its introduction of the home dry-cleaning kit DRYEL, is attempting to compete with dry cleaners by: A) Introducing a product substitute B) Decreasing customer loyalty C) Lowering exit barriers D) Raising entry barriers

6 CORRECT

A service that incorporates self-service is attempting to compete using a ______ strategy. A) overall cost leadership B) differentiation C) focus D) price

7 INCORRECT

________ is not one of Porter's five forces. A) Threat of substitutes B) Potential new entrants C) Opportunity D) Bargaining power of customers

8 INCORRECT

Which of the following is not a method by which a service provider can use information to increase revenue? A) Yield Management B) Expert Systems C) Point-of-Sale D) Data Envelopment Analysis

9 INCORRECT

Which of the following is not a use of information to categorize customers? A) Routing B) Sharing C) Data mining D) Coding

10 CORRECT

In which of the following competitive stages is operations seen as reactive at best? A) Available for service B) Journeyman

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C)

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5/13/13

Multiple Choice Quiz

C) Distinctive competence achieved D) World-class service delivery

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