Top 250+ Solved Service Marketing MCQ Questions Answer
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 onethat 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 theservice firm and 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 deman
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 heterogeneityinclude
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
Q. The unique service characteristic that deals specifically with the inability to inventoryservices is
a. Inseparability
b. Intangibility
c. Homogeneity
d. Perishability
Q. Which of the following strategies increases the supply of service available toconsumers?
a. The use of creative pricing strategies
b. The use of reservation systems
c. Capacity sharing
d. Developing complementary services
Q. Customer satisfaction can be defined by comparing
a. Predicted service and perceived service
b. Predicted service and desired service
c. Desired service and perceived service
d. Adequate service and perceived service
Q. The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
a. The use of creative pricing strategies
b. The use of reservation systems
c. Capacity sharing
d. Developing complementary services
Q. The __________ dimension is an assessment of the firm’s consistency anddependability in service performance
a. Empathy.
b. Responsiveness.
c. Assurance
d. Reliability.
Q. Which of the following would not be considered a tangible clue?
a. The appearance of employees
b. The appearance of the firm’s physical facilities
c. The smile on an employee’s face
d. The quality of instruction in an educational setting.