Service Marketing Set 2
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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 2
Q1 | Banking is the example of …………….
- Production services
- Business services
- Consumer services
- Govt. provided services
Q2 | Medical treatment with ayurvedic massage is an example of
- Production services
- Business services
- Consumer services
- Govt. provided services
Q3 | There is a close link between ……………. and brand loyalty
- Social class
- Habits
- Perception
- None of above
Q4 | …………… are those qualities that buyers evaluate before purchase
- Search qualities
- Experience qualities
- Credence qualities
- None of above
Q5 | ……………. are those characteristicsthat buyer evaluate the characteristics after the purchase
- Search qualities
- Experience qualities
- Credence qualities
- None of the above
Q6 | Sustainable marketing can also be characterized as the third age of
- Planned obsolescence
- Green marketing
- Pollution
- Recycling
Q7 | Which one of the following stages of the marketing research process is most expensive?
- Data analysis
- Data collection
- Developing the research plan
- Report writing
Q8 | Which of the following included in economic factors?
- Age
- Demographic
- Ethnicities
- GDP
Q9 | Expand PESTEL
- Political, Economic, Social, Terminological, Environmental & Legal
- Political , Environmental, Social, Terminological, Economical, Legal
- Political, Economic, Social, Technological, Environmental & Legal
- Political, Environmental, Social, Technological, Economical, Legal
Q10 | Which one of them not included in SERVQUAL model dimensions?
- Reliability
- Empathy
- Assurance
- Intangibility
Q11 | Services that do not meet customer expectations are called
- Service failures
- Critical incidents
- Servuction failures
- Service recovery
Q12 | Which of the following is not one of the five dimensions that is measured by the SERVQUAL scale?
- Tangibles
- Employee satisfaction
- Responsiveness
- Assurance
Q13 | SERVQUALdimension that measures consumer views that reflect the security of the firm’s operationis the …………… dimension
- Tangibles
- Employee satisfaction
- Responsiveness
- Assurance
Q14 | …………… is example of a service where the customer typically goes to the service organization
- House painting
- A credit card company
- A taxi services
- The theatre
Q15 | Perception of performance – expectation gives us
- Customer motivation
- Customer service
- Customer satisfaction
- Customer performance
Q16 | Service cannot be stored. This describes the ……………. Characteristic of services
- Variability
- Intangibility
- Inseparability
- Inconsistency
Q17 | …………… describes the employees skill in serving the client
- Internal marketing
- External marketing
- Interactive marketing
- Relationship marketing
Q18 | If a firm is practicing …………… the firm is training and effectively motivating its customer-contractemployees and all of the supporting service people to work as a team to provide customer satisfaction
- Double-up –marketing
- Internal marketing
- Interactive marketing
- Service marketing
Q19 | According to parasuraman, Zeithml and Berry, the most important determinate of service quality
- Responsiveness
- Reliability
- Assurance
- Empathy
Q20 | ………….. is the tool for simultaneously depicting the service process, the point of customer contractand the evidence of the service from the customer point of view
- Front of planning
- Service blue printing
- Service standardization
- None of these
Q21 | Service is delivered within the marketing environment. The macro environment can be analyzed usingwhich of the following tools?
- SWOT
- PEST
- TOWS
- None of these
Q22 | Servicescape refers to
- Service landscape
- Service factory
- Place where the service is delivered
- Beautiful landscape
Q23 | Service sector comes under which sector of the economy?
- Primary
- Secondary
- Tertiary
- None of these
Q24 | Value-added service means
- Additionalservices
- Better value at a premium
- Costlier services
- Better value at a discount
Q25 | Which one is the reason behind the growth of services
- Rapid urbanization
- Changing role of women
- IT revolution
- All of the above