Service Management MCQs [set-2]

26. Pension and life insurance funds hold few short-term assets because

A. their cash flows are predictable

B. short-term asset share too dear

C. long-term assets are more profitable

D. short-term assets are too risky

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Answer: A
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27. What is the full form of BPO
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A. business process outsourcing c
B. business persons outsourcing
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C. business production outsourcing

D. business price outsourcing

Answer: A

28. Full form of KPO

A. knowledge process outstanding

B. knowledge process outsourcing

C. knowledge persons outsourcing

D. knowledge production out sourcing.

Answer: B

29. Outsourcing technically means:

A. moving functions or activities out of an organizations

B. the delegation of non-core operations from internal production to an external entity specializing
in the management of that operation

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 C. buying resources from outside a company's main domestic market

D. a & b

Answer: D

30. Which is the largest outsourcing country in the world ?

A. china

B. america

C. india
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D. brazil
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Answer: C
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31. Outsourcing on the American continents is supported by ________, in
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that there are provision with reference to workers from low-labor cost
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A. oecd

B. natfa

C. g8

D. mercosur

Answer: B

32. Microsoft is an example of a:

A. diagonally integrated multinational corporation

B. horizontally integrated multinational corporation

C. diversified multinational corporation

D. vertically integrated multinational corporation

Answer: C

33. A ______________________ is a form of product that consists of

activities, benefits, or satisfactions offered for sale that are essentially

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intangible and do not result in the ownership of anything.

A. Service

B. Demand

C. Need

D. Physical object

Answer: A

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34. Distinct characteristic of services is_____________
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A. Intangibility
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B. Inseparability
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C. Variability
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D. Perishability
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Answer: A M
35. All of the following are examples of services EXCEPT:

A. banking.

B. hotels and motels.

C. tax preparation.

D. computer software.

Answer: D

36. Services are typically produced and consumed simultaneously. This is

an example of the ________characteristic of services.

A. Intangibility

B. Variability

C. Inseparability

D. Simultaneously

Answer: C

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37. Services can not be stored. This describes the
___________characteristic of services. a.

A. Intangibility

B. Variability

C. Inseparability

D. Perishability

Answer: D

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38. Examples of pure tangible goods include all of the following EXCEPT:
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A. Soap. a
B. Tax preparation.
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C. Toothpaste.

D. Salt.
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Answer: B

39. __________describes the employees skills in serving the client.

A. Internal Marketing

B. External Marketing

C. Relationship marketing

D. Interactive marketing

Answer: D

40. SSTS refers to __________

A. Service Standards Testing

B. Self- Service Technologies

C. Standard Service Technologies

D. Self Service Treatments

Answer: B

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41. _____________ occurs when a company intentionally uses services as
the stage, and goods as the props, to engage individual customers in a
way that creates a memorable event.

A. Hybrid offer

B. Core service

C. Augmented or ancillary product

D. Experience

Answer: D
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42. Top firms audit service performance
probe customer satisfiers and dis satisfiers.
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A. Customer satisfier
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B. Customer complaint M
C. Voice of the customer

D. Psychological

Answer: C

43. The services a customer expects are called the ______service

package.

A. Expected

B. Augmented

C. Primary

D. Secondary

Answer: C

44. 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:

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 A. intangibility.

B. inseparability.

C. variability.

D. perishability.

Answer: C

45. Added features to an offering are called _________service features.

A. Expected
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B. Augmented
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C. Primary
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D. Secondary
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Answer: D
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46. The intangibility of services has implications for the choice of
_________

A. Brand elements

B. Location

C. Price

D. Product features

Answer: A

47. __________cost refers to the product’s purchase cost plus the

discounted cost of maintenance and repair less the discounted salvage
value

A. Total

B. Variable

C. Life cycle

D. Net

Answer: C

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48. Successful service companies focus their attention on both their
customers and their employees. They understand ___________________,
which links service firm profits with employee and customer satisfaction.

A. Internal marketing

B. Service-profit chains

C. Interactive marketing

D. Service differentiation

Answer: B
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49. If a firm is practicing ____________________,
effectively motivating its customer-contact
supporting service people to workM
satisfaction. c q as a team to provide customer

A. Double-up marketing
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B. Internal marketing

C. Interactive marketing

D. Service marketing

Answer: B

50. According to Parasuraman, Zeithaml & Berry , the most important

determinant of service quality is :

A. Responsiveness

B. Reliability

C. Assurance

D. Empathy

Answer: B

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