Service Marketing Set 1
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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 1
Q1 | Service marketing become difficult because of …………….
- Intangibility
- No demand
- More complex market
- Difficult to enter market
Q2 | Service are characterized by all of the following characteristics except for …………….
- Intangibility
- Homogeneity
- Perishability
- Inseparability
Q3 | Green marketing is a part of …………….
- Social marketing
- Service marketing
- Relationship marketing
- Rural marketing
Q4 | 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
Q5 | Which of the following is not a service?
- Insurance
- Mail delivery
- Medical checkup
- None of these
Q6 | 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 & monetary cost
- Service value and monetary cost
Q7 | Solutions used to minimize the marketing problems attributed to heterogeneity include
- Standardizing the service
- Using multi-site location
- Stressing tangible clues
- None of these
Q8 | Which of the following is not a objectives of service marketing?
- Promoting customer satisfaction
- Building trust
- Establish uniform price
- None of these
Q9 | Which of the following is not included in seven Ps of the marketing mix given by Booms and Bitner?
- Process
- People
- Politics
- Physical evidence
Q10 | The following is not ways in which intangibility can be overcome
- Visualization
- Association
- Documentation
- Situation
Q11 | SLEPT stands for
- Social, Legal, Economic, Political, Technological
- Social, Legal, Environmental, Political, Technological
- Social, Legal, Environmental, physical, Technological
- Social, Legal, Economic, Physical, Technological
Q12 | People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as
- Possession processing
- Physical processing
- People process
- None of these
Q13 | Which of the following is not one of the service process?
- Physical evidence
- People processing
- Possession processing
- Information processing
Q14 | This is when customers visit the service facility so that they are personally involved through the servicedelivery process
- Low-contractservice
- High contract service
- Medium contract service
- Information processing service
Q15 | ……………. Is based on the idea that customer expectations of the service they will receive shape theirperception of the actual service encounter.
- Service action
- Service satisfaction
- Service recovery
- Service quality
Q16 | An approach that encompasses a wide range of relationships, not just with customers, but also thosethat organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as
- Relationship marketing
- Market exchange
- Service failure
- Shared responsibility
Q17 | When there is little or no personal contract between customer and service provider. This is classified as
- Low-contractservice
- Medium-contractservice
- High-contractservice
- Intense-contractservice
Q18 | Select the name of the country having maximum percent of GDP attributed to service
- United states
- China
- Germany
- India
Q19 | Which of the following is not an element of physical evidence?
- Employee dress
- Employee training
- Equipment
- Facility design
Q20 | …………… is deference between customer expectations and perception.
- Customer delight
- Customer satisfaction
- Customer gap
- Supplier gap
Q21 | ……………. Is defined as the caring, individualized attention that the firm provides its customers
- Empathy
- Responsiveness
- Sympathy
- Assurance
Q22 | Which of the following is not a type of service encounters?
- Remote encounters
- Phone encounters
- Face to face encounters
- Check in encounters
Q23 | SSTs stands for …………….
- Stable Service Technologies
- Social Service Technologies
- Smart Service Technologies
- Self Service Technologies
Q24 | ……………… are the only service distributors which do not require direct human interaction
- Electronic channels
- SSTs
- Direct service channels
- Speculative channels
Q25 | Intangibility, perishability, inseparability& variability are the characteristics of
- Product
- Service
- Goods
- Both A&B