Author Question: Discuss how a service firm's physical evidence facilitates the flow of the service delivery ... (Read 141 times)

rachel9 · **on:** Jun 28, 2018

Discuss how a service firm's physical evidence facilitates the flow of the service delivery process.

Question 2

Why would a firm offer a deep assortment of products in its product portfolio?
A) To attract a wide range of customers and market segments.
B) To capitalize on the firm's reputation.
C) To diversify its risk.
D) To maximize differentiation across its product lines.
E) To create synergies in the marketing department.

bitingbit · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

Physical evidence can provide information to customers on how the service production process works. Examples include signage that specifically instructs customers, and menus and brochures that explain the firm's offerings and facilitate the ordering process. Physical structures direct the flow of waiting consumers, while barriers, such as counters at a dry cleaner's, separate the technical core of the business from the part of the business in which customers take part in the production process. Physical evidence can also be used for wayfinding in that landmarks are often used to give customers directions.

Answer to Question 2

A