Introduction to Service Management Very Short Answer Type Questions

Question 1.
Give the meaning of service management?
Answer:
Service management means service providers of any type will have to adopt sound management principles to have an effective and efficient operation. All the accepted principles of management are applicable to any service activity.

Question 2.
Define the term ‘Service’.
Answer:
According to Kotler “A service is any activity or benefit that one party can offer to another that is necessarily intangible and does not result into the ownership of any thing.”

Question 3.
What is service?
Answer:
Service means objects of transactions offered by firms that generally offer services or that consider themselves service organization

Question 4.
Name any four professional services.
Answer:
They are:

  • Engineering
  • Consultancy
  • Architectural
  • Financial advice

Question 5.
Define Targeting Customer.
Answer:
It is a process of identifying market segments, targeting one or more of these segments and developing services and marketing programs to suit each selected segments.

Question 6.
State few service sectors.
Answer:
They are:

  • Communication
  • Banking
  • Transportation
  • Insurance
  • Warehousing
  • Advertising and sales promotion

Question 7.
State the reasons for the growth of the Service Sector.
Answer:
They are:

  • Recent development in technology
  • The growth of corporate sector and stock market.

Question 8.
What is Service Marketing?
Answer:
Service marketing is the process of discovering and translating consumer demand for more services and then making an accelerated effort on the part of marketers to satisfy these consumer needs and to broaden their Own customer base and add to revenues and profitability.

Question 9.
State two intermediaries in service delivery.
Answer:
Two intermediaries in service delivery are:

  • Insurance agents
  • Travel agents

Question 10.
Mention the ‘P’s in service marketing mix.
Answer:
They are:

  • Product
  • Price
  • Promotion
  • Place or physical distribution
  • Personnel
  • Physical facilities and
  • Process management.

Question 11.
Name the services which are identified for the purpose of marketing?
Answer:
Transportation service, distribution service, financial service, real estate service, communication service, government service, educational service, hospitality service, legal service, professional service etc.

Question 12.
What is service encounter?
Answer:
Service encounter means a period of time during which a consumer directly interacts with a service.

Question 13.
What are the components of service marketing mix?
Answer:
Product, pricing, promotion, place, people, physical evidence, process.

Question 14.
What is blue printing?
Answer:
The flow charting of a service operation is referred to as blue printing. It high lights the importance of service design, focuses attention on process modeling and service mapping, blue prints provide a detailed knowledge of the service operation.

Question 15.
Give the meaning of process in services.
Answer:
Process in services refers to the actual procedures mechanisms and flow of activities by which service is delivered. Therefore service in process includes service delivered and operating system.

Question 16.
Give the meaning of service system.
Answer:
The service system comprises the service delivery process and all of the supporting processes that are required in the creation of the value for the customers.

Question 17.
Give the meaning of service delivery process or system.
Answer:
Service delivery process consists of all the steps begins with when the customers first interacts with the service organization and ends when the delivery of the desired service is completed.

Question 18.
What is service concept?
Answer:
Service concept provides the link between service strategy and service delivery process. Service concept describes customer requirements.

Question 19.
What are the elements of service concept?
Answer:
There are four elements:

  • Service operation
  • Service experience
  • The service outcome
  • The value of service

Question 20.
What is front office process in a service Industry?
Answer:
Front office process helps the industry in giving information to customers and in executing processes and work flows. Front office process is a temporary entity helps to reduce administration costs. It also helps the service industry to complete its business transaction.

Question 21.
What is service encounter?
Answer:
Service encounter is period of time during which a consumer directly interacts with a service

Question 22.
Give the meaning of service process.
Answer:
Service process is a sequence of interdependent and interlinked procedures each activity or operation consumes one or more resourses like employee time energy machine and money to convert input into outputs.

Question 23.
What is service designs?
Answer:
Service design is the activity of planning and organizing people infrastructure, communication and material components of a service in orders to improve its quality and the interaction between service provides and consumers.