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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