10 Questions
Which type of supplementary service is required for either service delivery or aid in the use of the core product?
Facilitating supplementary services
How many clusters are there in the Flower of Service?
Eight
What is the purpose of enhancing supplementary services?
To add extra value for customers
How are the clusters displayed in the Flower of Service?
As petals surrounding the center of a flower
What determines the sequence of the clusters in the Flower of Service?
The order of their encounter by customers
Which analogy does the text use to explain the need for consistent performance on all supplementary elements?
The flower analogy
What happens to the overall impression of a flower when it has missing, wilted, or discolored petals?
It becomes unattractive
In the context of the text, what can cause a problem with the overall impression of a service product?
A weakness in one element
Which term is used to describe the elements that are common to several industries?
Supplementary elements
What should managers do in order to improve their own businesses?
Study businesses outside their own industries
Study Notes
Supplementary Services
- Supplementary services are required for either service delivery or aid in the use of the core product.
The Flower of Service
- There are 7 clusters in the Flower of Service.
- The purpose of enhancing supplementary services is to increase customer satisfaction and loyalty.
- The clusters are displayed in a circular pattern, resembling a flower.
- The sequence of the clusters in the Flower of Service is determined by the customer's use and experience of the service.
Importance of Consistency
- The text uses the analogy of a flower to explain the need for consistent performance on all supplementary elements.
- If a flower has missing, wilted, or discolored petals, it affects the overall impression of the flower.
- Similarly, inconsistency in supplementary services can cause a problem with the overall impression of a service product.
Common Elements
- The term "facilitating goods" is used to describe the elements that are common to several industries.
Managerial Implications
- Managers should focus on improving their own businesses by enhancing supplementary services to increase customer satisfaction and loyalty.
Test your knowledge on the various types of supplementary services that accompany core products. Learn about facilitating and enhancing supplementary services and how they add value to customer experiences. Explore the classification and importance of these services in this informative quiz.
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