Top 80+ Solved Service Management MCQ Questions Answer
Q. 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
Q. Distinct characteristic of services is_____________
a. Intangibility
b. Inseparability
c. Variability
d. Perishability
Q. All of the following are examples of services EXCEPT:
a. banking.
b. hotels and motels.
c. tax preparation.
d. computer software.
Q. Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of services.
a. Intangibility
b. Variability
c. Inseparability
d. Simultaneously
Q. Services can not be stored. This describes the ___________characteristic of services. a.
a. Intangibility
b. Variability
c. Inseparability
d. Perishability
Q. Examples of pure tangible goods include all of the following EXCEPT:
a. Soap.
b. Tax preparation.
c. Toothpaste.
d. Salt.
Q. __________describes the employees skills in serving the client.
a. Internal Marketing
b. External Marketing
c. Relationship marketing
d. Interactive marketing
Q. SSTS refers to __________
a. Service Standards Testing
b. Self- Service Technologies
c. Standard Service Technologies
d. Self Service Treatments
Q. _____________ 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
Q. Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
a. Customer satisfier
b. Customer complaint
c. Voice of the customer
d. Psychological
Q. The services a customer expects are called the ______service package.
a. Expected
b. Augmented
c. Primary
d. Secondary
Q. 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:
a. intangibility.
b. inseparability.
c. variability.
d. perishability.
Q. Added features to an offering are called _________service features.
a. Expected
b. Augmented
c. Primary
d. Secondary