Ch5

Question 1

When dealing with a service firm through remote transactions, a customer may:

remote transactions,/ المعاملات عن بعد

Answer 1

– never see the service facilities or never meet service personnel face-to-face.

Question 2

Logistics providers offer service firms:
يقدم مقدمو الخدمات اللوجستية لشركات الخدمات:

Answer 2

1 Integrated,متكامل
2 Reliable,موثوق
3 Cost-effective solutions. حلول فعالة من حيث التكلفة

Question 3

Logistics providers offer service Examples:

Answer 3

1 Repair services
2 Information-based product
3 Web and app-delivered services

Question 4

Factors that attract customers to use online services:

Answer 4

1 Convenience / ملائمه
2 Ease of search
3 A broader selection
4 Potential for better prices
5- 24/7 service with prompt delivery

Question 5

Customers take advantage of price variation among strategies that will enable them to deliver value and capture it through the appropriate channel.
channels and markets, a strategy known as ………

Answer 5

channel arbitrage.

Question 6

Tactical Location Considerations Key Factors:

Answer 6

– Population size and characteristics.
– Pedestrian and vehicular traffic and its characteristics. - حركة المشاة والمركبات وخصائصها.م.
– Convenience of access for customers.
– Competitors in the area.
– Nature of nearby businesses and stores.
– Availability of labor.
– Availability of site locations, rental costs, and contractual conditions and regulations.
- توافر مواقع الموقع وتكاليف الإيجار والشروط واللوائح التعاقدية

Question 7

When Should Service Be Delivered?

Answer 7

• 24/7 service — 24 hours a day, 7 days a week, around the world.

• Factors determining the opening hours — customer needs and wants and the economics of opening hours.

Question 8

………………. has become a popular way to expand delivery of an effective service concept, embracing all of the 7 ‘P’s to multiple sites.

Answer 8

Franchising

Question 9

A ……………… recruits entrepreneurs, who invest time and effort into the business.

Answer 9

franchisor

Question 10

Local marketing activities are typically paid for by the …………

Answer 10

franchisee

Question 11

……………..who establishes the brand’s trademark or trade name and a business system

Answer 11

franchisor

Question 12

…………….. who pays a royalty and often an initial fee for the right to do business under the franchisor’s name and system.

Answer 12

franchisee

Question 13

Franchisor Success Factors include:

Answer 13

– The ability to achieve a larger size with a more recognizable brand name.
– Offering franchisees fewer supporting services but longer-term contracts.
– Having lower overhead per outlet.
– Providing accurate and realistic information about expected characteristics of franchise operations and support given.
– Building a cooperative rather than controlling relationship.

Question 14

Information-Based Services:

Answer 14

– Export the service to a local service factory.
– Import customers
– Export the information via telecommunications and transform it locally

Question 15

Notable developments in International Trade:

Answer 15

• NAFTA, linking Canada, Mexico, and the United States.
• Latin American economic bloc Mercosur.
• Comprehensive and Progressive Agreement for Trans-Pacific
Partnership (CPTPP), linking 11 Asian and American countries
(but not the United States)
• Birth of European Union, now 27 countries-stron g.

Question 16

Barriers:

Answer 16

• Government restrictions.
• Entry into regulated markets such as finance, telecom and healthcare.

Question 17

In Franchising
Local marketing activities are typically paid for by the………..

Answer 17

franchisee