Service Management Set 2
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This set of Service Management Multiple Choice Questions & Answers (MCQs) focuses on Service Management Set 2
Q1 | Pension and life insurance funds hold few short-term assets because
- their cash flows are predictable
- short-term asset share too dear
- long-term assets are more profitable
- short-term assets are too risky
Q2 | What is the full form of BPO
- business process outsourcing
- business persons outsourcing
- business production outsourcing
- business price outsourcing
Q3 | Full form of KPO
- knowledge process outstanding
- knowledge process outsourcing
- knowledge persons outsourcing
- knowledge production out sourcing.
Q4 | Outsourcing technically means:
- moving functions or activities out of an organizations
- the delegation of non-core operations from internal production to an external entity specializing in the management of that operation
- buying resources from outside a company's main domestic market
- a & b
Q5 | Which is the largest outsourcing country in the world ?
- china
- america
- india
- brazil
Q6 | Outsourcing on the American continents is supported by ________, in that there areprovision with reference to workers from low-labor cost countries.
- oecd
- natfa
- g8
- mercosur
Q7 | Microsoft is an example of a:
- diagonally integrated multinational corporation
- horizontally integrated multinational corporation
- diversified multinational corporation
- vertically integrated multinational corporation
Q8 | A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.
- Service
- Demand
- Need
- Physical object
Q9 | Distinct characteristic of services is_____________
- Intangibility
- Inseparability
- Variability
- Perishability
Q10 | All of the following are examples of services EXCEPT:
- banking.
- hotels and motels.
- tax preparation.
- computer software.
Q11 | Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of services.
- Intangibility
- Variability
- Inseparability
- Simultaneously
Q12 | Services can not be stored. This describes the ___________characteristic of services. a.
- Intangibility
- Variability
- Inseparability
- Perishability
Q13 | Examples of pure tangible goods include all of the following EXCEPT:
- Soap.
- Tax preparation.
- Toothpaste.
- Salt.
Q14 | __________describes the employees skills in serving the client.
- Internal Marketing
- External Marketing
- Relationship marketing
- Interactive marketing
Q15 | SSTS refers to __________
- Service Standards Testing
- Self- Service Technologies
- Standard Service Technologies
- Self Service Treatments
Q16 | _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
- Hybrid offer
- Core service
- Augmented or ancillary product
- Experience
Q17 | Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
- Customer satisfier
- Customer complaint
- Voice of the customer
- Psychological
Q18 | The services a customer expects are called the ______service package.
- Expected
- Augmented
- Primary
- Secondary
Q19 | The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
- intangibility.
- inseparability.
- variability.
- perishability.
Q20 | Added features to an offering are called _________service features.
- Expected
- Augmented
- Primary
- Secondary
Q21 | The intangibility of services has implications for the choice of _________
- Brand elements
- Location
- Price
- Product features
Q22 | __________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value
- Total
- Variable
- Life cycle
- Net
Q23 | Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction.
- Internal marketing
- Service-profit chains
- Interactive marketing
- Service differentiation
Q24 | If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees 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
Q25 | According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :
- Responsiveness
- Reliability
- Assurance
- Empathy