CATALOGO SPESAMICA 2012 PDF

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Identify the group of customers who are least likely to take action when there is a service failure?

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It involves analysis of design risks due to intangibility of the service In order to provide an effective service to customers, the company also focused on the employees. The firm does not risk letting go of its competitive advantage Social bonds Financial bonds Cultural bonds Structural bondsFo Setting customer service standards c.

This lessens the burden of each employee and extracts the maximum output from each of them. It involves the designing of the 7 Ps of the services marketing mix b.

Distributing wpesamica products through NGOs and co-operatives b. They are more complex than goods Identify the type spesamiica contract that requires the contractor spesxmica handle every aspect of the project for a foreign client from the planning and inception stage to completion and handover of the project a. Which of the following, according to Berry and Parasuraman is not amongst the criteria for determining service quality?

The carrier may or may not offer its brand name to the riders products c.

The company looses an efficient resource in such a situation. This prompted Del Webb to build Sun City Grand with all the latest amenities including an hole golf course, resort styled swimming pools, amphitheaters, state-of-the-art fitness centers, hobby and craft centers, Olympic standard swimming pools, and attractive landscaping. Be on the lookout for more information coming soon! KMB also offers utility bill payment and document pick up and delivery for customers through Les Concierge, a third party service provider.

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For an organisation to function there has to be a proper framing of rules. Which of the following is definitely true about the Piggyback method of market entry strategy? Identify the right sequence for the following steps of market segmentation and targeting for services? To prepare itself for the challenge, IHCL, in consultation with McKinsey, restructured its operations into three categories luxury, business, and leisure segments.

Sunday, 29 July Carrefour – Company Presentation.

Discuss the new product development process involved in the creation of Indione, a budget chain of hotels. Inthe company entered Canada and thus expanded its operations overseas. KMB has ensured that the design of its bank branches also is unique. Moving against the retail industry trend of a franchise model, Kaya decided to set up the venture on its own in order to standardize the service quality across all its branches. Location decision is not an important decision for which of the following firms?

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Which of the following is not a basic strategy used by service providers to match demand and capacity by altering capacity? He was very hard working and excited to be a part of the organisation.

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This was a supplementary service and the hotel kept minimum margins on the cost incurred. Product quality leadership b. Service development and testing b. Manage customer expectations c. LIC also doubled spesakica agency network from 5. Customer attraction and retention b. What does Multi-Factor Portfolio matrix deal with? Trouble in motivating franchisees b. Allowing each function to know the dealings of each division allows them to compare better how each sppesamica is performing compared to the other divisions.

However, analysts feel that the entry into foreign markets may sspesamica be smooth for the Indian institutions. Multiple Spesamuca QuestionsForIBSUseOnl yThis section consists of multiple-choice questions that test the students understanding of the basic concepts discussed in the textbook.

Personal emergencies and failure of a service provider to offer quality service the first time are examples of which of the following factors?

Services Marketing

Attributions for services success or failure d. Expand PSTN as used in the telecom industry a. Evaluate the Edward Jones target marketing strategy.

A European Work Council since with 30 members from each European country. Enduring service intensifiers The service provider b.

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All the negotiations with the suppliers were made based on the future expansion plans of the hotel. Which of the following statements is not true regarding a broker? The unique characteristics of services, namely intangibility, perishability, and heterogeneity, present certain challenges to a service provider. Undifferentiated marketing approach d.

Carrefour has a hierarchical structure with a more functional managerial organizational structure.