29 Questions
What is not a criterion used to evaluate different market segments in a service setting?
Reliability
In a business-to-business market, which of the following is usually NOT used to define and profile market segments?
Customer demographics
When pursuing a niche business strategy in a service firm, what additional segmentation variable might be used?
Past yield
Which of the following is NOT a factor on which target segments should be selected?
Strategic fit with organization's competitors
In a service setting, which of the following is least likely to be considered as an additional segmentation variable?
Technological advancement
Which of the following is not commonly used to evaluate different market segments in terms of their characteristics?
Accessionality
What type of analysis requires an organization's management to identify its resources, limitations, constraints, values, and goals?
Internal corporate analysis
Which type of analysis determines the overall nature, level, trend, and geographic location of demand?
Market analysis
What type of analysis provides a marketing strategist with insight into an organization's strengths and weaknesses to suggest opportunities for differentiation?
Competitive analysis
When determining the overall nature, level, and trend of demand, what type of analysis is useful to undertake?
Market analysis
In which scenario would an organization be pushed into a position that no one else wants?
When there is little customer demand in that position
Which type of service is mentioned as having the highest level of risk?
Hiring consultancy services
Which factor is NOT likely to enhance risks and uncertainty for a service purchaser?
When customer is making a repeat purchase
What factor may reduce risk and uncertainty for a consumer when selecting a service?
The complexity of the service
For an overseas student selecting an Australian or New Zealand university, which information source is likely to be the least important when making a decision?
Opinion of friends who have visited and experienced the university
Which type of service is associated with risks and uncertainties in the mind of a consumer?
Consultancy services
Which factor is highlighted as reducing risks and uncertainties for a consumer looking to select a service?
The intangibility of the service
What is a basic requirement for a blueprint according to the text?
Defining how much variation from standards can be allowed
In blueprinting, what does the identification of 'fail points' help with?
Operational error points
According to Wirtz and Mattila, what did they find to be more important for customer satisfaction than compensation alone?
Recovery process; compensation
What is the significance of distribution in services compared to physical products?
Distribution plays a vital role in services
What does dealing with a service organization at 'arm's length' mean according to the text?
Customers never see the service facilities
What is the primary focus in blueprinting when it comes to service quality?
Preventing operational error points
Under what circumstance does price competition NOT reduce according to the text?
When switching costs are high
A customer perceiving high levels of social risk is worried that:
Their choice of service provider may not meet family or friends' approval
Which type of risk involves worries about the time and effort required to select a service provider?
Temporal risk
In a situation where a firm has undifferentiated services compared to competitors, which factor does NOT lead to intensified price competition?
Decreased capacity in the industry
What factor does NOT contribute to intensifying price competition according to the text?
Wider distribution of competitors
When do customers worry that their choice of service provider may not meet with family or friends' approval?
High levels of social risk
Test your knowledge on organizational management analysis, focusing on identifying resources, limitations, constraints, values, and goals. Questions cover understanding service positions, distinctive competencies, and customer demand.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
