Service Marketing Solved Mcqs set 5

101. Service is somewhat like a

A. Incorrect

B. Correct

C. Somewhat Correct

D. None of the above

Answer: B

102. Services Marketing is an attractive field of study for India because:

A. Services contribute to more than half of India’s GDP
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.c
e
B. Services are delivered by more than half of India’s population
t
a
C. Services are more important than agriculture and manufacturing

D. All of the above

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Answer: A c
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103. Is services are low price sensitive
A. Incorrect

B. Correct

C. Somewhat Correct

D. None of the above

Answer: B

104. Many people want BMW, only a

A. Need

B. Want

C. Demand

D. Status

Answer: C

105. Who is the father of Modern

A. Peter Drucker

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 Service Marketing Solved Mcqs set 5

B. Philip Kotler

C. Lester Wunderman

D. Abraham Maslow

Answer: B

106. In information Process type of services, informations act as

A. Product

B. Service

C. Information
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D. Nothing .c
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Answer: A
a
107. The service-quality model
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A. 4 c
B. 3
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C. 5

D. 6

Answer: C

108. is about employees skills in serving the client.

A. External marketing

B. Internal marketing

C. Interactive marketing

D. All of the above

Answer: B

109. is about the normal work of creation, pricing,

A. External marketing

B. Internal marketing

C. Interactive marketing

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 Service Marketing Solved Mcqs set 5

D. All of the above

Answer: A

110. As per service-quality model, the

A. Responsiveness

B. Reliability

C. Assurance

D. Empathy

Answer: C
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.c
111. If the customers view service as
than provider. te they care more about price

a
A. Heterogeneous
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B. Homogeneous
c
C. Both a and b M
D. None of the above

Answer: B

112. 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
A. Social

B. Procedural

C. Interactional

D. Distributive

Answer: B

113. is an example of a service where the customer typically

goes to the service
A. Taxi Service

B. Credit Card Company

C. Theatre

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 Service Marketing Solved Mcqs set 5

D. House Painting

Answer: C

114. . has become a popular way to expand delivery of an effective service

concept to multiple sites without the level of investment
A. Multi-site expansion

B. Sub-contracting

C. Franchising

D. Company-owned expansion
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Answer: C
.c
te customer include
115. Service failures involving problematic .
a
A. Un cooperative customers
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B. Breaking company policies
c
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C. Verbal and physical abuse

D. All of the above

Answer: D

116. Services that do not meet customer expectations are called:

A. Service failures

B. Critical incidents

C. Servuction failures

D. Service recovery

Answer: A

117. The moments of interaction between the customer and the service
firm are called:
A. Service encounter

B. Core service

C. Service recovery

D. Gap model

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 Service Marketing Solved Mcqs set 5

Answer: A

118. What are the five principle dimensions to judge service quality?
A. Reliability, responsiveness, assurance, empathy, tangibles

B. Reliability, respect, assurance, empathy, tangibles

C. Reliability, responsiveness aspects, empathy, tangibles

D. Reliability, responsiveness, assurance, empathy, targets

Answer: A

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119. The difference between desired service and the level of service
considered adequate is known as
.c
te
A. Service failures
a
B. Service Quality
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C. Tolerance Zone
c
D. service recovery M
Answer: C

120. By participating in the service delivery process,customers cocreate

for themselves.
A. Value

B. Needs

C. Economice Order

D. Loyalty

Answer: A

121. When a customer does not

A. Gap 1

B. Gap 2

C. Gap 3

D. Gap 4

Answer: C

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 Service Marketing Solved Mcqs set 5

122. Patients sitting in dental chairs are part of the element of the services
marketing mix.
A. People

B. Product

C. Price

D. Phycial Evidence

Answer: D

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123. Hyatt Hotels has installed automated check-in machines at
o
A. Self Service Technology
.c
te
B. Contributor to quality
a
C. Competitor
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D. Recruiter
c
Answer: A M
124. An airport with large,easily read
A. Place

B. Promotion

C. Price

D. Product

Answer: A

125. The overall goal of a customer participation strategy is to:

A. Determine optimal production levels

B. Increase customer satisfaction and productivity

C. Maximize word-of- mouth advertising

Answer: C

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