Services Marketing mcq Quiz Set 2

1. The Services a customer expects are called the ______service package?

Correct! Wrong!

2. The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service?

Correct! Wrong!

3. Added features to an offering are called _________service features?

Correct! Wrong!

4. The intangibility of services has implications for the choice of ________?

Correct! Wrong!

5. _______ cost refers to the product purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value?

Correct! Wrong!

6. Successful service companies focus their attention on both their customers and their employees. They understand_____, which links service firm profits with employee and customer satisfaction?

Correct! Wrong!

7. if a firm is practicing ____________________, the firm is training and effectively Motivating it’s customer-contact employees and all of the supporting service people to work as a Team to provide customer satisfaction?

Correct! Wrong!

8. According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is?

Correct! Wrong!

9. The extended marketing mix for services includes: People, Processes and ________?

Correct! Wrong!

10. Which of the following is not an element of physical evidence?

Correct! Wrong!

11. Which of the following is not an element of people?

Correct! Wrong!

12. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called?

Correct! Wrong!

13. _____ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.

Correct! Wrong!

14. All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment?

Correct! Wrong!

15. ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view?

Correct! Wrong!

16. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed?

Correct! Wrong!

17. _______ are the only service distributors which do not require direct human interactions?

Correct! Wrong!

18. In the absence of a physical product, service providers need to consider the use of ______________ that enable customers to make a judgment on the service quality?

Correct! Wrong!

19. Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of?

Correct! Wrong!

20. Which of the following is not generally accepted as being part of the extended Marketing mix for services?

Correct! Wrong!

Services Marketing mcq Quiz Set 2

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