2. Services Marketing is an attractive field of study for India because:
Correct : A. Services contribute to more than half of India’s GDP
3. Is services are low price sensitive
Correct : B. Correct
4. Many people want BMW, only a
Correct : C. Demand
5. Who is the father of Modern
Correct : B. Philip Kotler
6. In information Process type of services, informations act as
Correct : A. Product
7. The service-quality model
Correct : C. 5
8. is about employees skills in serving the client.
Correct : B. Internal marketing
9. is about the normal
work of creation, pricing,
Correct : A. External
marketing
10. As per service-quality model, the
Correct : C. Assurance
11. If the customers view service as
they care more about price than provider.
Correct : B. Homogeneous
12. 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 the
replacement product to show up
Correct : B. Procedural
13. is an example of a service where the customer typically goes to the service
Correct : C. Theatre
14. . has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment
Correct : C. Franchising
15. Service failures involving problematic customer include
.
Correct : D. All of the above
16. Services that do not meet customer expectations are called:
Correct : A. Service failures
17. The moments of interaction between the customer and the
service firm are called:
Correct : A. Service encounter
18. What are the five principle dimensions to judge service quality?
Correct : A. Reliability, responsiveness, assurance, empathy, tangibles
19. The difference between desired service and the level of service considered adequate is known as
Correct : C. Tolerance Zone
20. By participating in the service delivery process,customers cocreate for themselves.
Correct : A. Value
21. When a customer does not
Correct : C. Gap 3
22. Patients sitting in dental chairs are part of the element of the services marketing mix.
Correct : D. Phycial Evidence
23. Hyatt Hotels has installed automated check-in machines at
Correct : A. Self Service Technology
24. An airport with large,easily read
Correct : A. Place
25. The overall goal of a customer participation strategy is to:
Correct : C. Maximize word-of- mouth advertising
26. In which of the following service situations would customers have the highest level of participation?
Correct : B. Taking self- defense classes
27. Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering
Correct : C. Competitor
28. is the only revenue generating element amongst the
Correct : A. Price
29. strategy is where, price are kept lower than its
Correct : B. Penetration
30. The hierarchy-of-effects model contains awareness, knowledge,
Correct : B. Preference
31. Which of the following is not a tangible dominant?
Correct : C. Investment Management
32. Select name of the country having maximum percent of GDP attributed to services
Correct : A. United States
33. Which of the following is not an element of physical evidence?
Correct : B. Employee Training
34. Which of the following is not an element of People?
Correct : C. Flow of activities
35. Standardized and customized flow of activities, simple and complex number of
steps and customer involvement by which a service is delivered is called……..
Correct : C. Process Mix
36. .………………..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.
Correct : A. Physical evidence
37. “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.”
Correct : C. People
38. . ……………is the difference between customer expectations and perceptions.
Correct : C. Customer Gap
39. Which of the following is difficult to evaluate?
Correct : B. Auto repair
40. Evaluation of Medical Diagnosis service is mainly depends on
Correct : B. High in credence quality
41. …………..is defined a the caring, individualized attention that the firm provides
its customers.
Correct : A. Empathy
42. Which of the following is not a type of Service encounters?
Correct : D. Check in Encounters
43. ………………..is a tool for simultaneously depicting the service process, the
points of customer contact, and the evidence of service from the customer’s point of
Correct : B. Service Blueprinting
44. ………………is the physical surroundings or the physical facility where the
service is produced, delivered and consumed.
Correct : B. Service scape
45. “…….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.”
Correct : A. Service culture
46. SSTs stands for…….
Correct : D. Self Service Technologies
47. ……………are the only service distributors which do not require direct human
interactions.
Correct : A. Electronic Channels
48. A triangle of Company, Customers, Employees, Internal Marketing, External
Marketing communications and Interactive marketing is known as…………..
Correct : B. Service Triangle
49. Tata Sky is the joint venture of Tata and …………….
Correct : B. Star
50. In the simplest terms, _____ are deeds, processes and performances.
Correct : B. Experiences
51. The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______.
Correct : A. Service
52. Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:
Correct : C. Services
53. __________ is a key determinant of whether a product offering should be
classified as a product or a service.
Correct : C. Intangibility
54. Which of the following is an intangible component of a car repair shop?
Correct : D. The training the mechanic has received
55. Which of the following is an example of a tangible component provided by a
hotel?
Correct : B. Guest rooms
56. Services marketing become difficult because of
Correct : A. Intangibility.
57. Which of the following businesses would be characterized as a pure service
Correct : D. There is no such thing as a pure service
58. Which of the following statements about the pricing of services (compared to the
pricing of goods) is false?
Correct : B. Cost-oriented pricing is more difficult for services.
59. Charging customers different prices for essentially the same service is called
Correct : A. Price discrimination
60. Results in the practice of too narrowly defining one’s business
Correct : C. Marketing myopia
61. A buyer’s perception of value is considered a trade-off between
Correct : D. Service value and monetary cost.
62. Services are characterized by all of the following characteristics except for
Correct : B. Homogeneity
63. Of the four unique service characteristics that distinguish goods from services, the one
that is the primary source of the other three characteristics is:
Correct : A. Intangibility
64. Services that occur without interruption, confusion, or hassle to the customer is called
Correct : A. Seamless service
65. The mental energy spent by customers to acquire service is referred to as _____.
Correct : C. Energy costs
66. The unique service characteristic that reflects the interconnection between the
service firm and its customer is called
Correct : B. Inseparability
67. Marketing problems caused by inseparability include all of the following except for
Correct : C. Service standardization and quality control are difficult to achieve.
68. Which of the following statements pertain to inseparability is false?
Correct : A. As customer contact increases, the efficiency of the firm decreases.
69. The centralized mass production of services is difficult due to
Correct : D. Perishability.
70. Solutions used to minimize the marketing problems attributed to heterogeneity
include
Correct : A. Standardizing or customizing the service
71. The unique service characteristic that deals specifically with the inability to inventory
services is
Correct : D. Perishability
72. Which of the following strategies increases the supply of service available to
consumers?
Correct : B. The use of reservation systems
73. Customer satisfaction can be defined by comparing
Correct : C. Desired service and perceived service
74. The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
Correct : C. Capacity sharing
75. The __________ dimension is an assessment of the firm’s consistency and
dependability in service performance
Correct : D. Reliability.
76. Which of the following would not be considered a tangible clue?
Correct : D. The quality of instruction in an educational setting.
77. Minimizing the amount of role conflict and role ambiguity experienced by employees
will help reduce the size of this gap is known as ____________.
Correct : C. Delivery gap.
78. Fixing the right price for services offered is difficult because of ……………..
Correct : D. intangibility.
79. The world’s largest industry in the private sector and highest projected generator of
jobs is______
Correct : D. Business services
80. Focusing the firms marketing efforts toward the existing customer base is called
Correct : C. Customer retention
81. The pursuit of new customers, as opposed to the retention of existing ones, is called
Correct : C. Conquest marketing
82. The consumer decision process consists of
Correct : B. Pre-purchase, consumption, and post-purchase stages
83. Which of the following statements is not true?
Correct : B. The participation of the consumer in the service process increases the amount of perceived risk.
84. Service consumers tend to be more brand loyal than goods consumers because
Correct : B. Brand loyalty lowers the amount of perceived risk
85. Competitor intelligence should be gathered
Correct : C. Continuously
86. Which of the following is not a benefit of customer satisfaction?
Correct : B. The firm provides a positive work environment for its employees
87. The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for?
Correct : A. New competitors entering the marketplace
88. The zone of tolerance is defined by the difference between
Correct : D. Predicted service and perceived service
89. Customers ultimately determine the services by……………..
Correct : B. The levels of marketing effectiveness and operational efficiency
90. 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 : C. Social.
91. Soft technologies refer to
Correct : B. The personal touches that ultimately lead to customer satisfaction.
92. The __________ is calculated by dividing the activity time by the number of locations
at which the activity is performed.
Correct : C. Process time.
93. Which of the following is not a step in the construction process of a service blueprint?
Correct : C. Identify steps in the process where the system can go awry.
94. A volume-oriented positioning strategy is achieved by
Correct : D. Increasing divergence
95. A buyers perception of value is considered a trade-off between
Correct : D. Service value and monetary cost.
96. Total customer value consists of all of the following components except
Correct : D. Personnel value.
97. Total customer cost consists of all of the following components except
Correct : B. Social cost.
98. Which of the following statements about the pricing of services (compared to the
pricing of goods) is false?
Correct : D. Self-service is a viable competitive alternative.
99. __________ is a firm view toward planning its operations according to market needs
Correct : A. Marketing orientation
100. Which of the following is not a criterion for effective price discrimination?
Correct : B. Different groups of consumers should have similar responses to price.