Podcast
Questions and Answers
Which type of supplementary service is required for either service delivery or aid in the use of the core product?
Which type of supplementary service is required for either service delivery or aid in the use of the core product?
- Facilitating supplementary services (correct)
- Enhancing supplementary services
- Both facilitating and enhancing supplementary services
- None of the above
How many clusters are there in the Flower of Service?
How many clusters are there in the Flower of Service?
- Six
- Ten
- Eight (correct)
- Twelve
What is the purpose of enhancing supplementary services?
What is the purpose of enhancing supplementary services?
- To support service delivery
- To aid in the use of the core product
- To classify supplementary services
- To add extra value for customers (correct)
How are the clusters displayed in the Flower of Service?
How are the clusters displayed in the Flower of Service?
What determines the sequence of the clusters in the Flower of Service?
What determines the sequence of the clusters in the Flower of Service?
Which analogy does the text use to explain the need for consistent performance on all supplementary elements?
Which analogy does the text use to explain the need for consistent performance on all supplementary elements?
What happens to the overall impression of a flower when it has missing, wilted, or discolored petals?
What happens to the overall impression of a flower when it has missing, wilted, or discolored petals?
In the context of the text, what can cause a problem with the overall impression of a service product?
In the context of the text, what can cause a problem with the overall impression of a service product?
Which term is used to describe the elements that are common to several industries?
Which term is used to describe the elements that are common to several industries?
What should managers do in order to improve their own businesses?
What should managers do in order to improve their own businesses?
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.
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Description
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.
