In following a solutions strategy for B2B services, solution effectiveness can be enhanced by the supplier by
A) Laying out a blueprint to guide employees on creating a solution
B) Documenting the history of prior customer solution engagements
C) Developing complimentary incentives for all of the staff that may be involved
D) All of the answer choices
Question 2Hybrid service offerings
A) May be a combination of services and products.
B) Have inelastic demand.
C) come from a well-managed new-service-development process.
D) All of the answer choices.
Question 3The service offer is linked with the service concept and also:
A) spells out in more detail the service offering.
B) when and to whom they will be provided.
C) how they will be presented.
D) All of the answer choices.
Question 4The _____ is the product dimension of service, including decisions about the essential concept of the service, the range of services provided, and the quality and level of the service.
A) service strategy
B) service package
C) service recovery
D) service bundling
E) service loyalty
Question 5_____ encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and efficiently.
A) A value network
B) Service recovery
C) Service quality
D) Service loyalty
E) Service offering
Question 6Which of the following are components of a firm's service offering and customer-linking processes that affect customer satisfaction?
A) Technical assistance and training.
B) Recovery process for fixing service problems.
C) Basic elements of the service offering expected by customers.
D) All of the answer choices.
Question 7Non-ownership is a unique service characteristic. From the following list, choose the marketing implication most closely related to this characteristic.
A) Need to use promotion and pricing to even out demand patterns.
B) Need to emphasize the benefits of reduced labor and overhead.
C) Use strict quality control standards.
D) High-level training for service personnel.
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