1. Which of the following sets of terms best describes a service?
Correct : D. Deeds, effort, and performances
2. Businesses such as fast food restaurants would fall where along the Scale of Market Entities?
Correct : C. In the middle of the continuum
3. Which of the following fields would be least likely to be described as intangible-dominant?
Correct : A. Manufacturing
4. Which of the following statements is not true?
Correct : D. All of the above are true.
5. The demand for services marketing knowledge has increased for all of the following reasons except:
Correct : D. The decline in service sector jobs
6. Which linkage within The Service Triangle reflects the ease with which a customer uses a bank's ATM?
Correct : D. The service strategy--the systems
7. The market-focused management model, supported by the service triangle, is based on the belief that:
Correct : A. Front-line personnel tend to be more knowledgeable
8. Services are characterized by all of the following characteristics except for:
Correct : D. Heterogeneity
9. 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 : B. Inseparability
10. Which of the following is a marketing problem caused by intangibility?
Correct : B. The consumer is involved in the production process.
11. Possible solutions that minimize the problems caused by intangibility include all of the following except:
Correct : C. The creation of a strong organizational image.
12. Marketing problems caused by inseparability include all of the following except for:
Correct : A. The service provides physical connection to the service.
13. Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction?
Correct : D. All of the above scenarios result in customer dissatisfaction
14. Which of the following strategies increases the supply of service available to consumers?
Correct : A. The use of creative pricing strategies
15. Which of the following strategies increases the supply of service available to consumers?
Correct : D. Developing complementary services
16. The perishability-related strategy that may sometimes be associated with consumer feelings that the service firm may be attempting to distance itself from consumers is:
Correct : B. Training public contact personnel
17. Which one of the following strategies is used to alter consumer demand?
Correct : C. Utilizing creative pricing strategies
18. Which of the following would not be considered a tangible clue?
Correct : D. The quality of paper stock use to produce a firm's brochures
19. The service sector that is the fastest growing sector in terms of employment is:
Correct : C. Financial activities
20. Which of the following features separate services from products?
i. Perishability ii Intangibility iii Reliability iv Inseparability
Correct : B. i, ii and iii
21. Which of the following attributes of services make it difficult for a service provider to
evaluate them when compared to goods?
Correct : B. High experience and credence quality
22. Classification of products into goods, services, and ideas is determined by the:
Correct : C. Dominant component.
23. Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and
Correct : A. Degree of competition within the service industry.
24. The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services.
Correct : D. Nonprofessional
25. The necessary interaction between service provider and customer that allows a service to
be delivered is called
Correct : D. Relationship marketing.
26. A problem encountered by service companies that change high-contact services into lowcontact services is that the
Correct : C. Service becomes less personaliz
27. What is the 5th unique characteristic of service markets? 1. Lack of ownership 2. Intangibility 3. Inseparability
Correct : A. Protractability
28. Which of the following statements is correct?
Correct : B. Marketing managers don't usually get involved in production or distribution decisions.
29. Select name of the country having maximum percent of GDP attributed to services
Correct : D. India
30. Which of the following is not an element of physical evidence?
Correct : D. Facility design
31. Which of the following is not an element of People?
Correct : B. Teamwork
32. 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
33. Professionals such as Doctors, Lawyers or Photographers often charge for missed
appointments
Correct : C. They prefer to avoid such clients
34. The key difference between goods and services is:
Correct : B. Production costs
35. The characteristic of services marketing that it cannot be saved, stored, resold, or returned is known as:
Correct : C. Promotion
36. An e-mail service is a good example of
Correct : D. Technology processing service
37. No two services are precisely alike. This characteristic is known as:
Correct : B. Production
38. The main characteristic of Service is________
Correct : C. Age and Lifecycle
39. A ___________ is a form of product that consists of activities, benefits, orsatisfactions offered for sale that are essentially intangible and do not result in the ownership ofanything.
Correct : D. Physical object
40. Distinct characteristic of services is_____________
Correct : A. Intangibility
41. All of the following are examples of services EXCEPT:
Correct : A. Banking
42. Services are typically produced and consumed simultaneously. This is an example of
the________characteristic of services.
Correct : D. Simultaneously
43. Services cannot be stored. This describes the ___________characteristic of services.
Correct : C. Inseparability
44. __________describes the employee’s skills in serving the client.
Correct : D. Interactive marketing
45. SSTS refers to __________
Correct : D. Self Service Treatments
46. _____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.
Correct : B. Core service
47. Top firms audit service performance by collecting measurements to probe customer
satisfiers and dissatisfiers.
Correct : D. Psychological
48. The fact that a business traveler 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 : C. Variability
49. Service marketers consider which of the following?
Correct : D. People/Participants, Physical evidence, Process.
50. Three types of customer expectations can be identified:
Correct : B. Fuzzy expectations, Explicit expectations, Implicit expectations
51. Perceived Service Quality concept includes which of the following?
Correct : C. Reliability, Courtesy, Communication
52. Quality Gaps include:
Correct : A. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap
53. The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
Correct : A. An increase in corporate costs
54. The four unique elements to services include:
Correct : C. Intangibility, inconsistency, inseparability, and inventory
55. Listing alternatives that will solve the problem at hand and determining the characteristics
of each occurs during which stage of the final consumer’s decision process?
Correct : C. Evaluation of alternatives
56. The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing?
Correct : B. exchange
57. The most basic level of a product is called the:
Correct : A. core product.
58. Whether to sell via intermediaries or directly to consumers, how many outlets to sell through, and whether to control or cooperate with other channel members are examples of decisions marketers must make about
Correct : C. Distribution
59. The solution to price competition is to develop a differentiated:
Correct : B. offer, delivery, and image.
60. Which of the following statements are incorrect?
Correct : D. Services are invariable
61. When a music concert is recorded in a CD, which of the following sentences are correct?
Correct : D. The concert and the CD together become a service with a tangible product.
62. Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is
Correct : B. correct
63. Services marketing area is an attractive area of study in India because:
Correct : A. Services contribute to more than half of India’s GDP
64. You watch the mountains while travelling in a bus from one city to another. This is an
example of
Correct : B. by‐service
65. Servicescape refers to:
Correct : C. place where the service is delivered
66. In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
Correct : B. feed‐forward
67. Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools?
Correct : B. PEST
68. High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is
Correct : A. High‐Tech products
69. The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are:
Correct : A. bit‐based
70. Who has developed the GASs Model?
Correct : C. Zeithmal, Parsuraman and Bitner
71. _____ extended the GAPs Model by _____ GAPs.
Correct : C. ArashShahin; 3
72. _______ are attributes that can be discerned only after purchase or during
consumption
Correct : A. Search Qualities
73. ______ are attributes that a customer might find difficult to evaluate even after
production or consumption.
Correct : C. Credence Qualities
74. The highest level of Customer Expectation is _____
Correct : C. Acceptable Expectation
75. Which of the following factors does not influence adequate service?
Correct : A. Lasting service intensifiers
76. Which of the following does not contribute to Predicted Service?
Correct : A. Word of mouth
77. ______ dimension of service quality refers to the employees’ knowledge and courtesy
and their ability to inspire trust and confidence.
Correct : B. Assurance
78. Who formulated the SERVQUAL Scale?
Correct : C. Zeithmal, Parsuraman and Bitner
79. ______ are customers who have an above average propensity to complain.
Correct : B. Voicers
80. The gap between a customer’s desired service expectation and the adequate service
expectation is
Correct : C. Derived service expectation
81. The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
Correct : C. Empathy
82. When a firm’s service quality specification does not match with customer
expectations the gap between the two is known as ______.
Correct : A. Standard gap
83. A consumer has taken a club membership for his entire family. What kind of needs
does he hope to fulfill by availing the club’s services?
Correct : C. Social needs
84. Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter?
Correct : C. Empathy
85. A consumer took a decision to undergo painting classes. Which need is he intending to
satisfy by doing so?
Correct : B. Psychological
86. Personal services like tooth whitening and plastic surgery satisfy ____ needs of a person.
Correct : D. Safety
87. Which of the following is not a evidence of service as experienced by the customer?
Correct : B. Process
88. A service guarantee must not be _____
Correct : C. Easy to invoke
89. Out of the following circumstances, a service guarantee should be used when: -
Correct : B. Customers perceive high risk in the service
90. Which amongst the following is a dimension of credence qualities?
Correct : A. Competence
91. Which of the following is true as per Pareto’s rule?
Correct : A. 15% of customers generate 75% of the revenues of an organization.
92. Identify the risk that arises from a bad product/service choice, that harms one’sself image.
Correct : B. Physical risk
93. The ability of the service provider to accurately perform the promised service is referred to as: -
Correct : A. Assurance
94. Which of the following is not an external factor that influences consumer behavior?
Correct : C. Service personnel behavior
95. Which of the following is not a factor that will influence customer satisfaction or
dissatisfaction during the service encounter?
Correct : A. Spontaneity
96. ……….is the difference between customer expectations and perceptions.
Correct : C. Customer Gap
97. Which of the following is difficult to evaluate?
Correct : B. Auto repair
98. Evaluation of Medical Diagnosis service is mainly depends on
Correct : B. High in credence quality
99. The level of service consumers actually expect from a service firm is the:
Correct : D. Predicted service level
100. Consumer behaviour is a term that refers to
Correct : D. Individual and/or household buying behavior