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North South University MKT627 (1) - Summer 2020 Quiz-1, Marks-10 Name: Md. Zakirul Islam ID: 1925216660 SL No: 26
North South University MKT627 (1) - Summer 2020 Quiz-1, Marks-10 Name: Md. Zakirul Islam ID: 1925216660 SL No: 26
2. A useful way to distinguish between goods and services is to place them on a continuum
from ____________ to ____________.
Answer: tangible-dominant, sintangible-dominant
4. The Courtyard Marriott chain boasts that its hotels were “designed by business travelers
for business travelers” is an example of customers _____________.
Answer: Acting as vital sources of ideas
5. Mention the statement id true or false. IBM is a good example of a firm that has shifted
from manufacturing intensive operations to service intensive operations.
Answer: True
6. Give an example of a government policy that has stimulated the transformation of a service
industry.
Answer: Banning of Alcohol in restaurants and the limitation of transfats in food preparation.
7. Air Asia is concerned with whether its passengers are satisfied with how their luggage is
handled before, during and after a flight. With which element of the services marketing mix
is the Air Asia concerned?
Answer: Process
8. What do a vacation to India and a haircut saloon have in common besides the fact that
they are both services?
Answer: Both services are high in experience quality.
9. Provider gap _____ is the disparity between service delivery and the service provider's
external communications.
Answer: Communication gap
10. On which of the provider gaps does an inappropriate servicescape have the highest
influence?
Answer: Service design and standard gap.