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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 7

Q1 | The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______.
  • Service
  • Experience
  • Attribute
  • Good
Q2 | Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:
  • Goods
  • Values
  • Services
  • Satisficers
Q3 | __________ is a key determinant of whether a product offering should beclassified as a product or a service.
  • Physicality
  • Audience passivity
  • Intangibility
  • Perception
Q4 | Which of the following is an intangible component of a car repair shop?
  • Replacement parts
  • Employee uniforms
  • Barrel for storing recyclable motor oil
  • The training the mechanic has received
Q5 | Which of the following is an example of a tangible component provided by ahotel?
  • Wake-up call
  • Guest rooms
  • Room service
  • Express check-out
Q6 | Services marketing become difficult because of
  • Intangibility.
  • no demand
  • More complex market
  • Difficult to enter the market
Q7 | Which of the following businesses would be characterized as a pure service
  • Insurance
  • Farming.
  • Mining.
  • There is no such thing as a pure service
Q8 | Which of the following statements about the pricing of services (compared to thepricing of goods) is false?
  • The demand for services tends to be more elastic than the demand for goods
  • Cost-oriented pricing is more difficult for services.
  • Comparing prices of competitors is more difficult for service consumers
  • Consumers are less able to stockpile services by taking advantage of discount prices
Q9 | Charging customers different prices for essentially the same service is called
  • Price discrimination
  • Supply and demand.
  • Complementary
  • Substitutes.
Q10 | Results in the practice of too narrowly defining one’s business
  • Services marketing
  • Marketing management
  • Marketing myopia
  • Customer experience
Q11 | A buyer’s perception of value is considered a trade-off between
  • Product value and psychic cost.
  • Total customer value and total customer cost
  • Image value and energy cost
  • Service value and monetary cost.
Q12 | Services are characterized by all of the following characteristics except for
  • Intangibility.
  • Homogeneity
  • Perishability.
  • Inseparability
Q13 | Of the four unique service characteristics that distinguish goods from services, the onethat is the primary source of the other three characteristics is:
  • Intangibility
  • Inseparability.
  • Perishability.
  • Heterogeneity.
Q14 | Services that occur without interruption, confusion, or hassle to the customer is called
  • Seamless service
  • Service audit.
  • Functional service
  • Departmental service
Q15 | The mental energy spent by customers to acquire service is referred to as _____.
  • Image costs
  • Monetary price.
  • Energy costs
  • Psychic costs.
Q16 | The unique service characteristic that reflects the interconnection between theservice firm and its customer is called
  • Intangibility
  • Inseparability
  • Homogeneity
  • Perishability
Q17 | Marketing problems caused by inseparability include all of the following except for
  • The service provides a physical connection to the service
  • The involvement of the customer in the production process
  • Service standardization and quality control are difficult to achieve.
  • The involvement of other customers in the production process
Q18 | Which of the following statements pertain to inseparability is false?
  • As customer contact increases, the efficiency of the firm decreases.
  • Customers can affect the type of service desired
  • Customers can affect the length of the service transaction.
  • Customers can affect the cycle of deman
Q19 | The centralized mass production of services is difficult due to
  • Inseparability.
  • Intangibility.
  • Homogeneity.
  • Perishability.
Q20 | Solutions used to minimize the marketing problems attributed to heterogeneityinclude
  • Standardizing or customizing the service
  • Using multi-site locations
  • Stressing tangible clues
  • Appealing to different market segments with different demand patterns
Q21 | The unique service characteristic that deals specifically with the inability to inventoryservices is
  • Inseparability
  • Intangibility
  • Homogeneity
  • Perishability
Q22 | Which of the following strategies increases the supply of service available toconsumers?
  • The use of creative pricing strategies
  • The use of reservation systems
  • Capacity sharing
  • Developing complementary services
Q23 | Customer satisfaction can be defined by comparing
  • Predicted service and perceived service
  • Predicted service and desired service
  • Desired service and perceived service
  • Adequate service and perceived service
Q24 | The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
  • The use of creative pricing strategies
  • The use of reservation systems
  • Capacity sharing
  • Developing complementary services
Q25 | The __________ dimension is an assessment of the firm’s consistency anddependability in service performance
  • Empathy.
  • Responsiveness.
  • Assurance
  • Reliability.