Top 80+ Solved Service Management MCQ Questions Answer

From 46 to 60 of 92

Q. The intangibility of services has implications for the choice of _________

a. Brand elements

b. Location

c. Price

d. Product features

  • a. Brand elements

Q. According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :

a. Responsiveness

b. Reliability

c. Assurance

d. Empathy

  • b. Reliability

Q. The extended marketing mix for services includes: People, Processes and _________

a. Product

b. Place

c. Physical Evidence

d. Promotion

  • c. Physical Evidence

Q. Which of the following is not an element of physical evidence?

a. Employee Dress

b. Employee Training

c. Equipment

d. Facility Design

  • b. Employee Training

Q. Which of the following is not an element of people?

a. Motivation

b. Teamwork

c. Flow of activities

d. Customer training

  • c. Flow of activities

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

  • b. Service Blueprinting

Q. __________ is the physical surroundings or the physical facility where the service isproduced, delivered and consumed.

a. Servicespace

b. Servicescape

c. Serviceplace

d. Servicescope

  • b. Servicescape

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

  • a. Electronic channels
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