7. Pricing & Promotion

Question 1

Productivity

Answer 1

The productivity of service is not an internal affair.

The interrelation between productivity, quality, customer participation and demand.

Question 2

The service package

Answer 2

The service is described as a package of different acts which together form the service.

Question 3

Core service

Answer 3

The main service/ offering.

Question 4

Supplementary services

Answer 4

Facilitating services (they are mandatory steps, that do not necessarily add value to the core service but are important to the company).

Question 5

Supporting services

Answer 5

Supporting services (they are adding value to the core service).

A lot of services are offering similar offerings, so the supporting services are very important in differentiating from the competitors.

Question 6

Augmented services

Answer 6

Service augmentation describes those parts of the service offering that the customer is aware of and responds to but are not part of the product core. Examples are communication, reputation, and aspects of distribution such as accessibility, service quality, and the physical environment.

Question 7

Blueprint (service design)

Answer 7

A service blueprint is a diagram that displays the entire process of service delivery, by listing all the activities that happen at each stage, performed by the different roles involved

Question 8

Customer Journey

Answer 8

Process of sequences that a customer goes through to access or use an offering of a company