Top 80+ Solved Service Management MCQ Questions Answer
Q. The intangibility of services has implications for the choice of _________
a. Brand elements
b. Location
c. Price
d. Product features
Q. __________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
Q. 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
Q. If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
a. Double-up marketing
b. Internal marketing
c. Interactive marketing
d. Service marketing
Q. According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :
a. Responsiveness
b. Reliability
c. Assurance
d. Empathy
Q. The extended marketing mix for services includes: People, Processes and _________
a. Product
b. Place
c. Physical Evidence
d. Promotion
Q. Which of the following is not an element of physical evidence?
a. Employee Dress
b. Employee Training
c. Equipment
d. Facility Design
Q. Which of the following is not an element of people?
a. Motivation
b. Teamwork
c. Flow of activities
d. Customer training
Q. Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called –
a. Place Mix
b. Physical evidence mix
c. Process mix
d. People mix
Q. _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
a. Physical evidence
b. Process
c. Place
d. People
Q. All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment.
a. Process
b. Physical environment
c. People
d. Place
Q. ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view .
a. Front of Planning
b. Service Blueprinting
c. Service standardization
d. None of these
Q. __________ is the physical surroundings or the physical facility where the service isproduced, delivered and consumed.
a. Servicespace
b. Servicescape
c. Serviceplace
d. Servicescope
Q. ___________ are the only service distributors which do not require direct human interactions.
a. Electronic channels
b. SST’s
c. Direct Service channels
d. Speculative channels
Q. In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
a. Intangible clues
b. Tangible clues
c. Blueprint
d. Performance measures