Service Marketing Set 5
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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 5
Q1 | Service is somewhat like a
- Incorrect
- Correct
- Somewhat Correct
- None of the above
Q2 | Services Marketing is an attractive field of study for India because:
- Services contribute to more than half of India’s GDP
- Services are delivered by more than half of India’s population
- Services are more important than agriculture and manufacturing
- All of the above
Q3 | Is services are low price sensitive
- Incorrect
- Correct
- Somewhat Correct
- None of the above
Q4 | Many people want BMW, only a
- Need
- Want
- Demand
- Status
Q5 | Who is the father of Modern
- Peter Drucker
- Philip Kotler
- Lester Wunderman
- Abraham Maslow
Q6 | In information Process type of services, informations act as
- Product
- Service
- Information
- Nothing
Q7 | The service-quality model
- 4
- 3
- 5
- 6
Q8 | is about employees skills in serving the client.
- External marketing
- Internal marketing
- Interactive marketing
- All of the above
Q9 | is about the normalwork of creation, pricing,
- Externalmarketing
- Internal marketing
- Interactive marketing
- All of the above
Q10 | As per service-quality model, the
- Responsiveness
- Reliability
- Assurance
- Empathy
Q11 | If the customers view service as they care more about price than provider.
- Heterogeneous
- Homogeneous
- Both a and b
- None of the above
Q12 | During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for thereplacement product to show up
- Social
- Procedural
- Interactional
- Distributive
Q13 | is an example of a service where the customer typically goes to the service
- Taxi Service
- Credit Card Company
- Theatre
- House Painting
Q14 | . has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment
- Multi-site expansion
- Sub-contracting
- Franchising
- Company-owned expansion
Q15 | Service failures involving problematic customer include .
- Un cooperative customers
- Breaking company policies
- Verbal and physical abuse
- All of the above
Q16 | Services that do not meet customer expectations are called:
- Service failures
- Critical incidents
- Servuction failures
- Service recovery
Q17 | The moments of interaction between the customer and theservice firm are called:
- Service encounter
- Core service
- Service recovery
- Gap model
Q18 | What are the five principle dimensions to judge service quality?
- Reliability, responsiveness, assurance, empathy, tangibles
- Reliability, respect, assurance, empathy, tangibles
- Reliability, responsiveness aspects, empathy, tangibles
- Reliability, responsiveness, assurance, empathy, targets
Q19 | The difference between desired service and the level of service considered adequate is known as
- Service failures
- Service Quality
- Tolerance Zone
- service recovery
Q20 | By participating in the service delivery process,customers cocreate for themselves.
- Value
- Needs
- Economice Order
- Loyalty
Q21 | When a customer does not
- Gap 1
- Gap 2
- Gap 3
- Gap 4
Q22 | Patients sitting in dental chairs are part of the element of the services marketing mix.
- People
- Product
- Price
- Phycial Evidence
Q23 | Hyatt Hotels has installed automated check-in machines at
- Self Service Technology
- Contributor to quality
- Competitor
- Recruiter
Q24 | An airport with large,easily read
- Place
- Promotion
- Price
- Product
Q25 | The overall goal of a customer participation strategy is to:
- Determine optimal production levels
- Increase customer satisfaction and productivity
- Maximize word-of- mouth advertising