Service Management Set 4
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This set of Service Management Multiple Choice Questions & Answers (MCQs) focuses on Service Management Set 4
Q1 | The unique service characteristic that deals specifically with the inability to inventory services is
- Inseparability
- Intangibility
- Homogeneity
- Perishability
Q2 | Which of the following strategies increases the supply of service available to consumers?
- The use of creative pricing strategies
- The use of reservation systems
- Capacity sharing
- Developing complementary services
Q3 | 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
Q4 | 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
Q5 | The __________ dimension is an assessment of the firm’s consistency and dependability inservice performance
- Empathy.
- Responsiveness.
- Assurance
- Reliability.
Q6 | Which of the following would not be considered a tangible clue?
- The appearance of employees
- The appearance of the firm’s physical facilities
- The smile on an employee’s face
- The quality of instruction in an educational setting.
Q7 | Minimizing the amount of role conflict and role ambiguity experienced by employees willhelp reduce the size of this gap is known as ____________.
- Knowledge gap.
- Standards gap
- Delivery gap.
- Communications gap
Q8 | Fixing the right price for services offered is difficult because of ……………..
- perishability.
- heterogeneity.
- inseparability.
- intangibility.
Q9 | The world’s largest industry in the private sector and highest projected generator of jobsis______
- The hospitality industry
- Health services
- Professional services.
- Business services
Q10 | Focusing the firms marketing efforts toward the existing customer base is called
- Excellent customer service
- Conquest retention
- Customer retention
- Courteous retention
Q11 | The pursuit of new customers, as opposed to the retention of existing ones, is called
- Services marketing
- B2B marketing
- Conquest marketing
- Consumer marketing
Q12 | The consumer decision process consists of
- Stimulus, problem awareness, and purchase stages
- Pre-purchase, consumption, and post-purchase stages
- Problem awareness, evaluation of alternatives, and post-purchase behaviour
- Stimulus, information search, and post-purchase behaviour
Q13 | Which of the following statements is not true?
- Service purchases are perceived as riskier than goods purchases
- The participation of the consumer in the service process increases the amount of perceived risk.
- The variability in services increases the perceived risk associated with the Purchase
- Consumers of services have less pre-purchase information versus goods
Q14 | Service consumers tend to be more brand loyal than goods consumers because
- More choices are available
- Brand loyalty lowers the amount of perceived risk
- Each service provider provides many brands
- Location of the provider is the major driver in the consumer selection process
Q15 | Competitor intelligence should be gathered
- Once a year.
- Twice a year.
- Continuously
- When competition is more.
Q16 | Service consumers tend to be more brand loyal than goods consumers because
- More choices are available
- Brand loyalty lowers the amount of perceived risk
- Each service provider provides many brands
- Location of the provider is the major driver in the consumer selection process
Q17 | Competitor intelligence should be gathered
- Once a year.
- Twice a year.
- Continuously
- none