Service Marketing Solved Mcqs Set 5

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
o m
.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

q M
Answer: A c
M
103. Is services are low price sensitive
A. Incorrect
B. Correct
C. Somewhat Correct
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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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
te
Answer: A
a
107. The service-quality model
q M
A. 4 c
B. 3
M
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

D. All of the above
Answer: A
110. As per service-quality model, the

A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer: C
o m
.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
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

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
o m
Answer: C
.c
te customer include
115. Service failures involving problematic .
a
A. Un cooperative customers
q M
B. Breaking company policies
c
M
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

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
o m
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
q M
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

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
m
123. Hyatt Hotels has installed automated check-in machines at
o
A. Self Service Technology
.c
te
B. Contributor to quality
a
C. Competitor
q M
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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Service Marketing Solved Mcqs set 5

101. Service is somewhat like a

D. None of the above

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

D. All of the above

D. None of the above

104. Many people want BMW, only a

105. Who is the father of Modern

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

108. is about employees skills in serving the client.

D. All of the above

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

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D. All of the above

110. As per service-quality model, the

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

B. Credit Card Company

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

D. All of the above

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

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B. Reliability, respect, assurance, empathy, tangibles

C. Reliability, responsiveness aspects, empathy, tangibles

D. Reliability, responsiveness, assurance, empathy, targets

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

121. When a customer does not

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

B. Increase customer satisfaction and productivity

C. Maximize word-of- mouth advertising

Download more sets at McqMate.com

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