Services-Marketing Experts Generally Agree That There Is a Hierarchy of New-Service

question 130

Multiple Choice

Services-marketing experts generally agree that there is a hierarchy of new-service categories that is somewhat similar to the continuous, dynamically continuous, and discontinuous innovation continuum for physical products. New uniforms for service personnel and new colour schemes for the service facilities would be examples of:

• A)service-line extensions
• B)major service innovations
• C)style changes
• D)process-line extensions

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Definitions:

Crisis Management

The process by which an organization deals with a disruptive and unexpected event that threatens to harm the entity or its stakeholders.

Contingency Plan

A strategy or plan developed to address unforeseen events or emergencies to minimize impact and ensure continuity of operations.

Vision

Ability to perceive marketplace needs and what an organization must do to satisfy them.

Focused

Concentrating on a specific task or goal with attention and effort.