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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