Top 250+ Solved Service Marketing MCQ Questions Answer
Q. Minimizing the amount of role conflict and role ambiguity experienced by employeeswill help reduce the size of this gap is known as ____________.
a. Knowledge gap.
b. Standards gap
c. Delivery gap.
d. Communications gap
Q. Fixing the right price for services offered is difficult because of ……………..
a. perishability.
b. heterogeneity.
c. inseparability.
d. intangibility.
Q. The world’s largest industry in the private sector and highest projected generator ofjobs is______
a. The hospitality industry
b. Health services
c. Professional services.
d. Business services
Q. Focusing the firms marketing efforts toward the existing customer base is called
a. Excellent customer service
b. Conquest retention
c. Customer retention
d. Courteous retention
Q. The pursuit of new customers, as opposed to the retention of existing ones, is called
a. Services marketing
b. B2B marketing
c. Conquest marketing
d. Consumer marketing
Q. The consumer decision process consists of
a. Stimulus, problem awareness, and purchase stages
b. Pre-purchase, consumption, and post-purchase stages
c. Problem awareness, evaluation of alternatives, and post-purchase behaviour
d. Stimulus, information search, and post-purchase behaviour
Q. Which of the following statements is not true?
a. Service purchases are perceived as riskier than goods purchases
b. The participation of the consumer in the service process increases the amount of perceived risk.
c. The variability in services increases the perceived risk associated with the Purchase
d. Consumers of services have less pre-purchase information versus goods
Q. Service consumers tend to be more brand loyal than goods consumers because
a. More choices are available
b. Brand loyalty lowers the amount of perceived risk
c. Each service provider provides many brands
d. Location of the provider is the major driver in the consumer selection process
Q. Competitor intelligence should be gathered
a. Once a year.
b. Twice a year.
c. Continuously
d. When competition is more.
Q. Which of the following is not a benefit of customer satisfaction?
a. The firm is more insulated from price competition.
b. The firm provides a positive work environment for its employees
c. Positive word-of-mouth is generated from satisfied customers
d. Satisfied customers make purchases more frequently
Q. The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for?
a. New competitors entering the marketplace
b. Advances in the internet
c. Heightened customer expectations
d. Advances in e-commerce.
Q. The zone of tolerance is defined by the difference between
a. Expected service and desired service.
b. Predicted service and desired service
c. Desired service and adequate service.
d. Predicted service and perceived service
Q. Customers ultimately determine the services by……………..
a. The type of competitors.
b. The levels of marketing effectiveness and operational efficiency
c. The cycle of fluctuations
d. The price of the competitors.
Q. During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need
a. Interactional
b. Ethical.
c. Social.
d. Procedural
Q. Soft technologies refer to
a. Flexible rules that can be bent to meet customer needs.
b. The personal touches that ultimately lead to customer satisfaction.
c. Guidelines that permit employee empowerment
d. Hardware that facilitates the production of a standardized