Unit 3 - Week 2

[Pages:3]27/07/2020

Managing Services - - Unit 3 - Week 2

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Unit 3 - Week 2

Course outline

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Week 1

Week 2

Service Management Elements Core Vs. Supplementary Services Intangibility of Services Response to IHIP Challenges Process & Promotion Process Issues in Service Presentation SlidesContemporary Issues Quiz : Assignment 2 Week 2 Feedback Solutions to Week 2 Assignment

Week 3

Week 4

Week 5

Week 6

Week 7

Week 8

Assignment 2

The due date for submitting this assignment has passed. Due on 2018-02-21, 23:59 IST.

As per our records you have not submitted this assignment.

1) Which of the following should not be a target benefit of redesigning a service 1 point process?

Increase convenience of customers Enhance satisfaction and productivity of staff Reduce cost of operation Cultivate interest in customers

No, the answer is incorrect. Score: 0 Accepted Answers: Reduce cost of operation

2) Which of the following is not a type of cost incurred when a family visits a restaurant?

1 point

Price of food Time taken to reach restaurant Waiting time in restaurant for delivery of food Enjoyment of the meal

No, the answer is incorrect. Score: 0 Accepted Answers: Enjoyment of the meal

3) Consultation and hospitality are types of _____________ services.

1 point

Enhancing Facilitating

No, the answer is incorrect. Score: 0 Accepted Answers: Enhancing

4) For a guest house, ________________ can be thought of as the core product 1 point while ____________ is a supplementary service.

Billing, accommodation Accommodation, billing Information, billing Consultation, accommodation



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Managing Services - - Unit 3 - Week 2 No, the answer is incorrect. Score: 0 Accepted Answers: Accommodation, billing

5) In a service setting, each customer has a unique experience. This refers to:

1 point

Intangibility inseparability Perishability Heterogeneity

No, the answer is incorrect. Score: 0 Accepted Answers: Heterogeneity

6) In a service blueprint, the line of interaction separates:

1 point

Customer actions and onstage contact person Physical evidence and customer actions Onstage contact person and offstage contact person Backstage contact person and support process

No, the answer is incorrect. Score: 0

Accepted Answers:

Customer actions and onstage contact person

7) When a consumer visits a restaurant, he expects that he will not fall sick by 1 point consuming the food. This expectation is related to which of the needs of the Maslow's hierarchy of needs?

Self-actualization need Esteem need Love/belongingness need Safety need

No, the answer is incorrect. Score: 0

Accepted Answers:

Safety need

8) Intangibility of service create the challenge of __________________ according 1 point to which customers find it difficult to grasp benefits of complex multi-dimensional new offering.

Abstractness Non-search ability Impalpability

None of these

No, the answer is incorrect. Score: 0

Accepted Answers:

Impalpability

9) Restaurants typically offer discounts during the weekdays. This is an example 1 point of:

Using of Self-service technology Stimulating demand in off peak period Increasing number of touchpoints Addressing intangibility of services



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Managing Services - - Unit 3 - Week 2 No, the answer is incorrect. Score: 0 Accepted Answers:

Stimulating demand in off peak period 10)Inseparability refers to:

Lack of touch and feel in services Expiry of services beyond a definite period of time Differences in individual customer experiences The customer and the service provider cannot be separated No, the answer is incorrect. Score: 0 Accepted Answers: The customer and the service provider cannot be separated

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