MIDDLE INDIVIDUAL TEST ASSESSMENT

SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name:
Student code:

Answer Maximum Achievement

Q4: Take a service of a real service Real service, real service
organisation as an example. Depict organisation 5
the flow of activities. What are the The flow of activities, the
moments of truth and the critical moments of truth and the 30
incidents in the service delivery? critical incidents.
How will you contribute to the Service delivery
service organisation for service improvement 10
delivery improvement?
Essay writing presentation
5

Q5: Take a service of a real service Real service, real service

organisation as an example. Depict organisation 5
the flow of activities. Is it high
The flow of activities, the
contact or low contact service? How
level of customer 30
will you contribute to the service involvement
organisation for service delivery Service delivery
improvement? improvement 10

Essay writing presentation

5

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan

 MIDDLE INDIVIDUAL TEST ASSESSMENT
SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name:
Student code: 1119

Answer Maximum Achievement

Q1: Take a service of a real service Real service, real service
organisation as an example. Point organisation 5
out the characteristics which make Services characteristics 30
difficult for the target customer to
Design preferred P
decide to buy it. Design one P you 10
like in 7Ps to help target customers Essay writing presentation
overcome their difficulties 5

Q3: Take a service you have Real service, real service

experienced. Identify your organisation 5
perceived risks in purchasing and
Perceived risks 30
using the service. How will you
contribute to the service Contribution to the service
organisation 10
organisation for service
improvement to handle with these Essay writing presentation
perceived risks?
5

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan

 MIDDLE INDIVIDUAL TEST ASSESSMENT
SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name: Trần Thị Lan Anh

Student code: 11190548

Answer Maximum Achievement

Q3: Take a service you have Real service, real service
experienced. Identify your organisation 5
perceived risks in purchasing and Perceived risks 30
using the service. How will you
Contribution to the service
contribute to the service 10
organisation
organisation for service
improvement to handle with these Essay writing presentation
perceived risks?
5

Real service, real service

Q4: Take a service of a real service
organisation 5
organisation as an example. Depict
the flow of activities. What are the The flow of activities, the
moments of truth and the critical moments of truth and the 30
incidents in the service delivery? critical incidents.
Service delivery
How will you contribute to the
improvement 10
service organisation for service
delivery improvement? Essay writing presentation
5

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan

 MIDDLE INDIVIDUAL TEST ASSESSMENT
SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name:
Student code: 1119

Answer Maximum Achievement

Q2: Take a service of a real service Real service, real service
organisation as an example. Identify organisation 5
search attributes, experience Services attributes 30
attributes and credence attribute you
Service improvement
(as a services consumers) used to 10
evaluate the service. How will you
contribute to the service Essay writing presentation
organisation for service
improvement? 5

Q5: Take a service of a real service Real service, real service

organisation as an example. Depict organisation 5
the flow of activities. Is it high
The flow of activities, the
contact or low contact service? How
level of customer 30
will you contribute to the service involvement
organisation for service delivery Service delivery
improvement? improvement 10

Essay writing presentation

5

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan

 MIDDLE INDIVIDUAL TEST ASSESSMENT
SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name:
Student code: 1119

Answer Maximum Achievement

Q1: Take a service of a real service Real service, real service
organisation as an example. Point organisation 5
out the characteristics which make Services characteristics 30
difficult for the target customer to
Design preferred P
decide to buy it. Design one P you 10
like in 7Ps to help target customers
overcome their difficulties Essay writing presentation
5
Q2:Take a service of a real service Real service, real service
organisation as an example. Identify organisation 5
search attributes, experience
Services attributes
attributes and credence attribute you 30
(as a services consumers) used to
evaluate the service. How will you Service improvement
contribute to the service 10
organisation for service
Essay writing presentation
improvement?
5

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan

 MIDDLE INDIVIDUAL TEST ASSESSMENT
SERVICES MARKETING
Class: Marketing Management CLC
Time: 2022

Student name:
Student code: 1119

Answer Maximum Achievement

30

10

30

10

Total
100

*Level: 90-100 I Lecturer

70-89 II
45-69 III
Under 44 IV

Nguyễn Thu Lan