Service Management Set 3
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This set of Service Management Multiple Choice Questions & Answers (MCQs) focuses on Service Management Set 3
Q1 | The extended marketing mix for services includes: People, Processes and _________
- Product
- Place
- Physical Evidence
- Promotion
Q2 | Which of the following is not an element of physical evidence?
- Employee Dress
- Employee Training
- Equipment
- Facility Design
Q3 | Which of the following is not an element of people?
- Motivation
- Teamwork
- Flow of activities
- Customer training
Q4 | Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called –
- Place Mix
- Physical evidence mix
- Process mix
- People mix
Q5 | _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
- Physical evidence
- Process
- Place
- People
Q6 | All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment.
- Process
- Physical environment
- People
- Place
Q7 | ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view .
- Front of Planning
- Service Blueprinting
- Service standardization
- None of these
Q8 | __________ is the physical surroundings or the physical facility where the service isproduced, delivered and consumed.
- Servicespace
- Servicescape
- Serviceplace
- Servicescope
Q9 | ___________ are the only service distributors which do not require direct human interactions.
- Electronic channels
- SST’s
- Direct Service channels
- Speculative channels
Q10 | In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
- Intangible clues
- Tangible clues
- Blueprint
- Performance measures
Q11 | Services marketing become difficult because of
- Intangibility.
- no demand
- More complex market
- Difficult to enter the market
Q12 | Which of the following businesses would be characterized as a pure service
- Insurance
- Farming.
- Mining.
- There is no such thing as a pure service
Q13 | Which of the following statements about the pricing of services (compared to the pricing 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
Q14 | Charging customers different prices for essentially the same service is called
- Price discrimination
- Supply and demand.
- Complementary
- Substitutes.
Q15 | Results in the practice of too narrowly defining one’s business
- Services marketing
- Marketing management
- Marketing myopia
- Customer experience
Q16 | 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.
Q17 | Services are characterized by all of the following characteristics except for
- Intangibility.
- Homogeneity
- Perishability.
- Inseparability
Q18 | Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:
- Intangibility
- Inseparability.
- Perishability.
- Heterogeneity.
Q19 | Services that occur without interruption, confusion, or hassle to the customer is called
- Seamless service
- Service audit.
- Functional service
- Departmental service
Q20 | The mental energy spent by customers to acquire service is referred to as_____.
- Image costs
- Monetary price.
- Energy costs
- Psychic costs.
Q21 | The unique service characteristic that reflects the interconnection between the service firmand its customer is called
- Intangibility
- Inseparability
- Homogeneity
- Perishability
Q22 | 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
Q23 | 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 demand
Q24 | The centralized mass production of services is difficult due to
- Inseparability.
- Intangibility.
- Homogeneity.
- Perishability.
Q25 | Solutions used to minimize the marketing problems attributed to heterogeneity include
- Standardizing or customizing the service
- Using multi-site locations
- Stressing tangible clues
- Appealing to different market segments with different demand patterns