Top 250+ Solved Service Marketing MCQ Questions Answer
Q. The __________ is calculated by dividing the activity time by the number of locationsat which the activity is performed.
a. Service cost per meal
b. Maximum output per hour
c. Process time.
d. Activity time.
Q. Which of the following is not a step in the construction process of a service blueprint?
a. Obtaining scripts from both customers and employees
b. Segmenting customers based on the content of the script.
c. Identify steps in the process where the system can go awry.
d. Calculating the time frame for the service execution.
Q. A volume-oriented positioning strategy is achieved by
a. Reducing divergence.
b. Increasing complexity
c. Reducing complexity.
d. Increasing divergence
Q. A buyers 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. Total customer value consists of all of the following components except
a. Product value.
b. Service value.
c. Image value
d. Personnel value.
Q. Total customer cost consists of all of the following components except
a. Monetary cost
b. Social cost.
c. Time cost.
d. Energy cost.
Q. Which of the following statements about the pricing of services (compared to thepricing 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. Self-service is a viable competitive alternative.
Q. __________ is a firm view toward planning its operations according to market needs
a. Marketing orientation
b. Marketing functions.
c. Marketing department.
d. Marketing forecast.
Q. Which of the following is not a criterion for effective price discrimination?
a. The segments should be identifiable, and a mechanism must exist to price them differently.
b. Different groups of consumers should have similar responses to price.
c. Segments should be large enough to be profitable
d. Incremental revenues should exceed incremental costs.
Q. Service firms often find themselves in a three-cornered fight between
a. Engineering, production, and accounting
b. Marketing, finance, and human resources
c. Operations, accounting, and marketing
d. Human resources, marketing and operations
Q. Customer frustration resulting from receiving poor service is most similar to
a. Image costs.
b. Monetary price
c. Energy costs.
d. Psychic costs.
Q. Among many services, the demand for medical services tends to be __________.
a. Inelastic.
b. Elastic.
c. Substitute demand
d. Price cross elastic demand
Q. Customer competencies can be described as
a. Consumer expectations pertaining to the service delivery process and the final outcome
b. Customer perceptions regarding the quality of the outcome
c. Customer abilities that enable them to properly evaluate the servicescape.
d. The ability to interact effectively with other
Q. Costs that are planned and are accrued during the operating period regardless of thelevel of production and sales are called
a. Direct variable costs
b. Fixed costs.
c. Average costs
d. Marginal costs.
Q. The technique that allows consumers to either buy Service A and Service B togetheron purchase one service separately is called
a. Long-term bundling
b. Mixed bundling
c. Price bundling.
d. Product bundling