Service Marketing Set 6
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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 6
Q1 | In which of the following service situations would customers have the highest level of participation?
- Eating at a local barbecue restaurant
- Taking self- defense classes
- Traveling on an American airplane
- Attending a concert
Q2 | Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering
- Self Service Technology
- Contributor to quality
- Competitor
- Recruiter
Q3 | is the only revenue generating element amongst the
- Price
- Product
- Place
- Promotion
Q4 | strategy is where, price are kept lower than its
- Skimming
- Penetration
- Value Price
- Market Leader Price
Q5 | The hierarchy-of-effects model contains awareness, knowledge,
- Cognitive Response
- Preference
- Interest
- Attitude
Q6 | Which of the following is not a tangible dominant?
- Detergents
- Automobiles
- Investment Management
- Soft drinks
Q7 | Select name of the country having maximum percent of GDP attributed to services
- United States
- China
- Germany
- India
Q8 | Which of the following is not an element of physical evidence?
- Employee dress
- Employee Training
- Equipment
- Facility design
Q9 | Which of the following is not an element of People?
- Motivation
- Teamwork
- Flow of activities
- Customer training
Q10 | Standardized and customized flow of activities, simple and complex number ofsteps and customer involvement by which a service is delivered is called……..
- Place Mix
- Physical Evidence Mix
- Process Mix
- People Mix
Q11 | .………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
- Physical evidence
- Process
- Place
- People
Q12 | “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
- Process
- Physical Environment
- People
- Place
Q13 | . ……………is the difference between customer expectations and perceptions.
- Customer Delight
- Customer Satisfaction
- Customer Gap
- The supplier Gap
Q14 | Which of the following is difficult to evaluate?
- Jewellery
- Auto repair
- Furniture
- Clothing
Q15 | Evaluation of Medical Diagnosis service is mainly depends on
- High in experience quality
- High in credence quality
- High in search quality
- Both a and c
Q16 | …………..is defined a the caring, individualized attention that the firm providesits customers.
- Empathy
- Responsiveness
- Sympathy
- Assurance
Q17 | Which of the following is not a type of Service encounters?
- Remote encounters
- Phone encounters
- Face to face encounters
- Check in Encounters
Q18 | ………………..is a tool for simultaneously depicting the service process, thepoints of customer contact, and the evidence of service from the customer’s point of
- Front end planning
- Service Blueprinting
- Service Standardization
- Service Culture
Q19 | ………………is the physical surroundings or the physical facility where theservice is produced, delivered and consumed.
- Service space
- Service scape
- Service place
- Service scope
Q20 | “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
- Service culture
- Corporate culture
- Service Triangle
- Service Quality Dimensions
Q21 | SSTs stands for…….
- Stable Service Technologies
- Social Service Technologies
- Smart Service Technologies
- Self Service Technologies
Q22 | ……………are the only service distributors which do not require direct humaninteractions.
- Electronic Channels
- SSTs
- Direct Service Channels
- Speculative channels
Q23 | A triangle of Company, Customers, Employees, Internal Marketing, ExternalMarketing communications and Interactive marketing is known as…………..
- Marketing Triangle
- Service Triangle
- Communication Triangle
- Marketing & Service triangle
Q24 | Tata Sky is the joint venture of Tata and …………….
- Sony
- Star
- IBN
- Zee
Q25 | In the simplest terms, _____ are deeds, processes and performances.
- Attributes
- Experiences
- Services
- Benefits