Services Marketing mcq Quiz Set 8

1. Word-of-Mouth communication networks are particularly important for service firms because?

Correct! Wrong!

2. Initially, bank counter staff were uncomfortable with their new task of selling services to customers. They viewed themselves as bank counter staff and not salespersons. This is an example of which type of conflict?

Correct! Wrong!

3. As part of internal marketing strategy, company takes up?

Correct! Wrong!

4. The service quality is determined on the basis of____?

Correct! Wrong!

5. Services marketing is important in todays context because it?

Correct! Wrong!

6. __________ gives discretion to front-line personnel to meet the needs of consumer's creatively?

Correct! Wrong!

7. It is important for organizations to change and develop. The stages that service organisations go through are known as the Product Life Cycle. The Introduction Stage refers to?

Correct! Wrong!

8. It is important for organizations to change and develop. The stages that service organisations go through are known as the Product Life Cycle. The Growth Stage refers to?

Correct! Wrong!

9. It is important for organizations to change and develop. The stages that service organisations go through are known as the Product Life Cycle. The Saturation Stage refers to?

Correct! Wrong!

10. It is important for organizations to change and develop. The stages that service organisations go through are known as the Product Life Cycle. The Decline Stage refers to?

Correct! Wrong!

11. The four core dimensions that customers use to judge websites at which they experience no questions or problems are efficiency, fulfilment, privacy, and?

Correct! Wrong!

12. The characteristics of what, when and how the new services are delivered to the customer are called?

Correct! Wrong!

13. Strategies to increase the efficiency of service operations include all of the following except?

Correct! Wrong!

14. One of the major lessons to learn from the Service-Profit Chain is?

Correct! Wrong!

15. Important components of internal service quality include all of the following except for?

Correct! Wrong!

16. Customer retention, repeat business, and customer referrals are alternative measures for?

Correct! Wrong!

17. Buying process of services becomes complicated because?

Correct! Wrong!

18. The consumer management areas of particular importance to service marketers are?

Correct! Wrong!

19. Efforts to transform customers into partial employees should not be interpreted as the firm’s way of distancing itself from the customer. This is consistent with which of the following guidelines for increasing customer participation?

Correct! Wrong!

20. Blueprints identify all of the following process steps except?

Correct! Wrong!

Services Marketing mcq Quiz Set 8

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