Question 1

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Accepted Answer

A) True 
 B)False

Question 2

____________ supply the central, problem-solving benefit that customers seek.

Accepted Answer

A)   Core products
B)   Supplementary services
C)   Delivery processes
D)   Sustaining processes
E)   Conditional servicesF) B) and C)
G) A) and B)

Question 3

Which of the following is NOT considered an example of a hospitality element?

Accepted Answer

A)   Greeting
B)   Toilets and washrooms
C)   Advice
D)   Food and beverages
E)   TransportF) A) and E)
G) D) and E)

Question 4

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Accepted Answer

A)   Target profitable customers, employing behavior segmentation rather than demographics.
B)   Achieve a superior understanding of what your targeted customers value.
C)   Design facilities that delight your customers and reduce complaints.
D)   Give employees the skills, tools, and supporting processes needed to deliver the defined customer experience.
E)   Make everyone a brand manager.F) C) and E)
G) All of the above

Exam 4: Developing Service Products: Core and Supplementary Elements

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Correct Answer
verified

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Correct Answer
verified

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Correct Answer
verified

____________ supply the central, problem-solving benefit that customers seek.

Correct Answer
verified

Which of the following is NOT considered an example of a hospitality element?

Correct Answer
verified

Exam 4: Developing Service Products: Core and Supplementary Elements

"Exceptions" involve supplementary services that fall outside the routine of normal service delivery.

Correct AnswerverifiedShow Answer

Which of the following is NOT one of the eight basic steps to developing and delivering a branded customer experience?

Correct AnswerverifiedShow Answer

Style changes represent the simplest type of innovation, typically involving no changes in either process or performance.

Correct AnswerverifiedShow Answer

____________ supply the central, problem-solving benefit that customers seek.

Correct AnswerverifiedShow Answer

Which of the following is NOT considered an example of a hospitality element?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified