Distributing services through physical and

1. What are the 4 questions form the foundation of any service distribution strategy?
➢ What?; How?; Where; and When?
2. What is Distributing Services? How can an experience or something intangible be distributed?
➢ Distributing services is where informational transactions are increasingly conducted via
electronic channels. Experiences, performances, and solutions are not physically
shipped and stored. In a typical service sales cycle, distribution embraces three
interrelated flows that partially address the question of what is being distributed:
Information and promotion flow; Negotiation flow; and Product flow.
3. What are the 3 main modes can a services be distributed?
➢ Customers visit the service site
➢ Service providers go to their customer
➢ Service transactions are conducted remotely
4. What are the 5 important forces that drive service firms to go international?
➢ Market drivers
➢ Competitive drivers
➢ Technology drivers
➢ Cost drivers
➢ Government drivers
5. What are the advantages and disadvantages of Franchising?
➢ Advantage of franchising is that it allows fast growth. Franchisees are highly motivated
to ensure customer orientation as well as high-quality and cost-effective service
➢ Disadvantages of franchising include the firm’s loss of control over the delivery system
and the customers’ service experience. Hence, franchisors often enforce strict quality
controls over all aspects of the operation.
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