Services Marketing mcq Quiz Set 4

1. The __________ dimension is an assessment of the firm's consistency and dependability in service performance?

Correct! Wrong!

2. Which of the following would not be considered a tangible clue?

Correct! Wrong!

3. Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as ____________?

Correct! Wrong!

4. Fixing a right price for services offered is difficult because of_______?

Correct! Wrong!

5. The world's largest industry in the private sector and highest projected generator of jobs is______?

Correct! Wrong!

6. Focusing the firms marketing efforts toward the existing customer base is called?

Correct! Wrong!

7. Which of the following is an example of a common research objective in services?

Correct! Wrong!

8. The consumer decision process consists of?

Correct! Wrong!

9. ____ involves identifying the benefits and attributes that customers expect in a service.

Correct! Wrong!

10. Service consumers tend to be more brand loyal than goods consumers because?

Correct! Wrong!

11. Competitor intelligence should be gathered?

Correct! Wrong!

12. Which of the following is not a benefit of customer satisfaction?

Correct! Wrong!

13. The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a look out for?

Correct! Wrong!

14. Mrs. Kamala wants to be a dog groomer. She has enrolled in a training academy operated by Petslook to learn how dogs should be handled during grooming. The moment Kamala attended the indoctrination class at the training academy was an example of an?

Correct! Wrong!

15. Customers ultimately determine the services by______?

Correct! Wrong!

16. During a service recovery effort, the employee promptly refunded the customers money, but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need?

Correct! Wrong!

17. Soft technologies refer to?

Correct! Wrong!

18. The __________ is calculated by dividing the activity time by the number of locations at which the activity is performed?

Correct! Wrong!

19. Which of the following is not a step in the construction process of a service blueprint?

Correct! Wrong!

20. A volume-oriented positioning strategy is achieved by?

Correct! Wrong!

Services Marketing mcq Quiz Set 4

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