BSAD 311 M2BL Midterm Examination (CH: 1-7) Fall 2017 1. A gacious welkcome by a

Question

BSAD 311 M2BL Midterm Examination (CH: 1-7) Fall 2017 1. A gacious welkcome by an employese at the hotl dhack-in courter is an esuample of a social sustainability b. predictive analytiks c, a service blue print. d a moment of trath 2. In ordes to increase value, an organlzation must: a. Increase perceived benefits while decreasing actual benefits. b. increase both perceived benef'ies and or cost proportionaltly c. decrease both perceived benefits and price or cost proportionally d. decrease price or cost while holding perceived benefits constant 3. North Zone Bank gives all its customers a complimentary credit card along wirh a custom-made wallet when they open an account with the bank. The credit cand and the wallet in, examples of _-offred by the hanke peripheral goods h. core offerings c. intangibk prodacts d. primary goods 4. Jason and his friend wert to a colTee shop. They ardered trwo rappurcinos and recelved a complimentary chooolade wafth and cookle along with their order. In the consext of a customer benefir package ICBP), the chocolate waffle and the cookie are a. intangible products b. coce offerings c. peripheeal goods d. primary goods s. Which of the following statemens is true nf a velue choin? a. The pre ard posl-service Irasework of a vilue clalbs emphasices thoe service is a arilical conposent of traditjoeal mantulacturieg processes b. The inpat ousput framewiwk of a valn chain susgupsts ttat the velue chain begins with inpsts from customers c. A value chuin salely focuses nn the operariotn fusction of en d. A velue chain is narower in srope then a supply chein

Explanation / Answer

. 1. a gracious welcome by an employee at the hotel check-in counter is an example of

d. A moment of truth

It is a service management skills that can ensure approachability to the customers and is an example of moment of truth because if gives an opportunity to the customers to create an impression of such an employee.

2. In order to increase value, an organization must:

d. decrease price or cost by holding perceived benefits

3. North zone book gives all customers a complimentary credit card along with a custom-made wallet where they open an account with the bank. The credit card and the wallet are examples of _____ offered by the bank.

A. Peripheral goods

Credit card is not the primary offering of the North zone book but it is such a product that adds value to the primary offerings of North zone book. It simple enhances the main product offering to the customers and hence an ideal example of peripheral product.

4. Jason and his friend went to a Coffee shop. They ordered two cappuccino and received a complimentary chocolate wafer and cookie alongwith the order. In the conduct of a customer benefit package, the chocolate wafer and the cookie are:

c. Peripheral goods

The core offering in the coffee shop is in this case of order is cappuccino. However, they also received complimentary chocolate wafer and cookie which are the additional offering that enhanced the value of cappuccino. Hence even this is an example of peripheral good.

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