Question Level Question Details

Simple A ______________________ is a form of product that consists of activities, benefits, or satisfa

Simple Distinct characteristic of services is_____________
Simple Services can not be stored. This describes the ___________characteristic of services.
Simple Services are typically produced and consumed simultaneously. This is an example of the _____
Simple Examples of pure tangible goods include all of the following EXCEPT:
Simple ….describes the employees skills in serving the client.
Simple SSTS refers to __________
Simple ….occurs when a company intentionally uses services as the stage, and goods as the props, t
Simple Top firms audit service performance by collecting_________measurements to probe customer sa
Simple The services a customer expects are called the ______service package.
Simple The fact that a business traveler may have one very positive check-in experience at a hotel an
Simple Added features to an offering are called _________service features.
Simple The intangibility of services has implications for the choice of _________
Simple __________cost refers to the product’s purchase cost plus the discounted cost of maintenanc
Simple Successful service companies focus their attention on both their customers and their employ
Simple If a firm is practicing ____________________, the firm is training and effectively motivating
Simple According to Parasuraman, Zeithaml & Berry , the most important determinant of service quali
Simple The extended marketing mix for services includes: People, Processes and _________
Simple Which of the following is not an element of physical evidence?
Simple Which of the following is not an element of people?
Simple Standardized and customized flow of activities , simple and complex number of steps and cust
Simple ...is the environment in which the service is delivered and where the firm and customer inte
Simple ____________ is a tool for simultaneously depicting the service process , the points of custo
Simple __________ is the physical surroundings or the physical facility where the service is produc
Simple ___________ are the only service distributors which do not require direct human interactions
Simple In the absence of a physical product, service providers need to consider the use of _______
Simple Compared with low-contact services, customers of high-contact services are more likely to judg
Simple Which of the following is not generally accepted as being part of the extended marketing mix
Simple Which of the following is a component of service performance discussed under the marketing
Simple Charging customers different prices for essentially the same service is called
Simple Results in the practice of too narrowly defining one’s business
Simple Services that occur without interruption, confusion, or hassle to the customer is called
Simple Marketing problems caused by inseparability include all of the following except for
Simple Which of the following statements pertain to inseparability is false?
Simple The centralized mass production of services is difficult due to
Simple Solutions used to minimize the marketing problems attributed to heterogeneity include
Simple Which of the following strategies increases the supply of service available to consumers?
Simple Customer satisfaction can be defined by comparing
Simple  The demand strategy in which service providers utilize their downtime by marketing to different segmen
Simple The __________ dimension is an assessment of the firm’s consistency and dependability in s
Simple Which of the following would not be considered a tangible clue?
Simple Minimizing the amount of role conflict and role ambiguity experienced by employees will hel
Simple Focusing the firms marketing efforts toward the existing customer base is called
Simple The pursuit of new customers, as opposed to the retention of existing ones, is called
Simple  The consumer decision process consists of
Simple Which of the following statements is not true?
Simple Competitor intelligence should be gathered
Simple  Which of the following is not a benefit of customer satisfaction?
Simple The service industry has several emerging trends that organisations need to be aware of. Whi
Simple Customers ultimately determine the services by……………..
Simple During a service recovery effort, the employee promptly refunded the customers money but t
Option A Option B
Service Demand
Intangibility Inseparability
Intangibility Variability
Intangibility Variability
Soap. Tax preparation.
Internal Marketing External Marketing
Service Standards Testing Self- Service Technologies
Hybrid offer Core service
Customer satisfier Customer complaint
Expected Augmented
intangibility. inseparability.
Expected Augmented
Brand elements Location
Total Variable
Internal marketing Service-profit chains
Double-up marketing Internal marketing
Responsiveness Reliability
Product Place
Employee Dress Equipment
Motivation Teamwork
Place Mix Physical evidence mix
Physical evidence Process
Front of Planning Service Blueprinting
Servicespace Serviceplace
Electronic channels SST’s
Intangible clues Tangible clues
Price of the service Processes used in carrying out the service
Product Price
Service quality        Service delivery
Price discrimination Supply and demand.
Services marketing Marketing management
Seamless service Service audit.
The service provides a physical connThe involvement of the customer in the pro
 As customer contact increases, the efficiency
Customersofcan theaffect
firm decreases.
the type of service des
Inseparability.  Intangibility.
Standardizing or customizing the serUsing multi-site locations
The use of creative pricing strategie The use of reservation systems
Predicted service and perceived servPredicted service and desired service
The use of creative pricing strategie The use of reservation systems
Empathy. Responsiveness.
The appearance of employees The appearance of the firm’s physical faciliti
Knowledge gap. Standards gap
Excellent customer service Conquest retention
Services marketing B2B marketing
Stimulus, problem awareness, and p Pre-purchase, consumption, and post-purchase stages
Service purchases are perceived as rThe participation of the consumer in the ser
Once a year. Twice a year.
The firm is more insulated from pricThe firm provides a positive work environme
New competitors entering the markAdvances in the internet
The type of competitors. The levels of marketing effectiveness and op
Interactional Ethical.
Option C
Need
Variability
Inseparability
Inseparability
Toothpaste.
Relationship marketing
Standard Service Technologies
Augmented or ancillary product
Voice of the customer
Primary
variability.
Primary
Price
Life cycle
Interactive marketing
Interactive marketing
Assurance
Physical Evidence
Facility Design
Flow of activities
Process mix
Place
Service standardization
Servicescope
Direct Service channels
Blueprint
Intangible outcomes eg. The performance of an i
Process
  Productivity
Complementary
Marketing myopia
Functional service
Service standardization and quality control are dif
Customers can affect the length of the service tr
Homogeneity.
Stressing tangible clues
Capacity sharing
Desired service and perceived service
Capacity sharing
Assurance
The smile on an employee’s face
Delivery gap.
Customer retention
Conquest marketing
Problem awareness, evaluation of alternatives,
The variability in services increases the perceive
Continuously
Positive word-of-mouth is generated from satisf
Heightened customer expectations
The cycle of fluctuations
Social.
Option D
Physical object
Perishability
Inconsistency
Simultaneously
Salt.
Interactive marketing
Self Service Treatments
Experience
Psychological
Secondary
perishability.
Secondary
Product features
Net
Service differentiation
Service marketing
Empathy
Promotion
Employee Training
Customer training
People mix
People
None of these
Servicescape
Speculative channels
Performance measures
Tangible outcomes
Practice
Workforce
Substitutes.
Customer experience
Departmental service
The involvement of other customers in the production process
Customers can affect the cycle of deman
Perishability.
Appealing to different market segments with different demand
 Developing complementary services
Adequate service and perceived service
Developing complementary services
Reliability.
The quality of instruction in an educational setting.
Communications gap
Courteous retention
Consumer marketing
 Stimulus, information search, and post-purchase behaviour
Consumers of services have less pre-purchase information vers
When competition is more.
Satisfied customers make purchases more frequently
Advances in e-commerce.
The price of the competitors.
Procedural
Correct Option
Service
Intangibility
Inconsistency
Inseparability
Tax preparation.
Interactive marketing
Self- Service Technologies
Experience
Voice of the customer
Primary
variability.
Secondary
Brand elements
Life cycle
Service-profit chains
Internal marketing
Reliability
Physical Evidence
Employee Training
Flow of activities
Process mix
Physical evidence
Service Blueprinting
Servicescape
Electronic channels
Tangible clues
Processes used in carrying out the service
Practice
Service quality
Price discrimination
Marketing myopia
Seamless service
Service standardization and quality control are difficult to achieve.
 As customer contact increases, the efficiency of the firm decreases.
Perishability.
Standardizing or customizing the service
The use of reservation systems
Desired service and perceived service
Capacity sharing
Reliability.
The quality of instruction in an educational setting.
Delivery gap.
Customer retention
Conquest marketing
 Pre-purchase, consumption, and post-purchase stages
The participation of the consumer in the service process increases the amount of perceived risk.
Continuously
The firm provides a positive work environment for its employees
New competitors entering the marketplace
The levels of marketing effectiveness and operational efficiency
Social.