Multiple Choice Questions 1. A gracious welcome by an employee at the hotel chec
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Multiple Choice Questions 1. A gracious welcome by an employee at the hotel check-in counter is an example of a. social sustainability. b predictive analytics e a service blueprint d a moment of truth. 2. In order to increase value, an organization must a. increase perceived benefits while decreasing actual benefits. b. increase both perceived benefits and price or cost proportionally c. decrease both perceived benefits and price or cost propottionally. d. decrease price or cost while holding perceived benefits constant. 3. North Zone Bank gives all its customers a complimentary credit card along with a custom-made wallet when they open an account with the bank. The credit card and the wallet are examples of offered by the bank. a. peripheral goods b. core offerings c. intangible products d. primary goods dwh-11/12/2017Explanation / Answer
1. d. moment of truth
Moment of truth is an experience when customer comes in contact with delivery system, that creates an opportunity to leave an impression
2. d. decrease price or cost while holding the perceived benefits constant
Value is the ratio of perceived benefits to the price or cost. So when price is decreased, keeping the perceived benefits constant, value increases
3. a. peripheral goods
In this case, core offering is benefits associated with the account. Core offering is mostly intangible in case of service. wallet and credit card are tangible peripheral items.
4. a. Peripheral goods
Cappuccinos is the core product and freebies like waffles and cookie are peripheral goods, which enhance the perceived value
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