Top 80+ Solved Service Management MCQ Questions Answer
Q. Services marketing become difficult because of
a. Intangibility.
b. no demand
c. More complex market
d. Difficult to enter the market
Q. Which of the following businesses would be characterized as a pure service
a. Insurance
b. Farming.
c. Mining.
d. There is no such thing as a pure service
Q. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
a. The demand for services tends to be more elastic than the demand for goods
b. Cost-oriented pricing is more difficult for services.
c. Comparing prices of competitors is more difficult for service consumers
d. Consumers are less able to stockpile services by taking advantage of discount prices
Q. Charging customers different prices for essentially the same service is called
a. Price discrimination
b. Supply and demand.
c. Complementary
d. Substitutes.
Q. Results in the practice of too narrowly defining one’s business
a. Services marketing
b. Marketing management
c. Marketing myopia
d. Customer experience
Q. A buyer’s perception of value is considered a trade-off between
a. Product value and psychic cost.
b. Total customer value and total customer cost
c. Image value and energy cost
d. Service value and monetary cost.
Q. Services are characterized by all of the following characteristics except for
a. Intangibility.
b. Homogeneity
c. Perishability.
d. Inseparability
Q. Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:
a. Intangibility
b. Inseparability.
c. Perishability.
d. Heterogeneity.
Q. Services that occur without interruption, confusion, or hassle to the customer is called
a. Seamless service
b. Service audit.
c. Functional service
d. Departmental service
Q. The mental energy spent by customers to acquire service is referred to as_____.
a. Image costs
b. Monetary price.
c. Energy costs
d. Psychic costs.
Q. The unique service characteristic that reflects the interconnection between the service firmand its customer is called
a. Intangibility
b. Inseparability
c. Homogeneity
d. Perishability
Q. Marketing problems caused by inseparability include all of the following except for
a. The service provides a physical connection to the service
b. The involvement of the customer in the production process
c. Service standardization and quality control are difficult to achieve.
d. The involvement of other customers in the production process
Q. Which of the following statements pertain to inseparability is false?
a. As customer contact increases, the efficiency of the firm decreases.
b. Customers can affect the type of service desired
c. Customers can affect the length of the service transaction.
d. Customers can affect the cycle of demand
Q. The centralized mass production of services is difficult due to
a. Inseparability.
b. Intangibility.
c. Homogeneity.
d. Perishability.
Q. Solutions used to minimize the marketing problems attributed to heterogeneity include
a. Standardizing or customizing the service
b. Using multi-site locations
c. Stressing tangible clues
d. Appealing to different market segments with different demand patterns