Top 250+ Solved Service Marketing MCQ Questions Answer
Q. The service a customer expects are called …………… service package?
a. Perceived
b. Primary
c. Secondary
d. Expected
Q. …………… is the physical surroundings or the physical facility where the service is produced,delivered and consumed
a. Service space
b. Service place
c. Service escape
d. Service scope
Q. Servicescape model is developed by ……………
a. Booms & Bitner
b. A parasuraman
c. Len Berry
d. Philp kotler
Q. Service marketing emerged as a separate field of study in the ……………
a. Early 2000’s
b. Early 1990’s
c. Early 1980’s
d. None of these
Q. Who created the PESTL framework?
a. Booms & Bitner
b. Philip kotler
c. Francis Aguilar
d. Len Berry
Q. ………….. between what was expected and what is perceived
a. Service gap
b. Supplier gap
c. Customer gap
d. Customer satisfaction
Q. Which of the following laws requires that employers offer continuation of health care insurance after aperson leave employment?
a. COBRA
b. ERISA
c. HIPAA
d. State insurance statute
Q. A person injured in a motor vehicle accident will have health care expenses paid by
a. Social insurance programs
b. Auto insurance
c. Employment-based insurance
d. Works compensation insurance
Q. Successfulservice companies focus their attention on both their customer and their employees. Theyunderstand ……………, which links service firm profits with employee and customer satisfaction.
a. Internal marketing
b. Service profit chains
c. Interactive marketing
d. Service marketing
Q. In the absence of a physical product, service providers needs to consider the use of …………… thatenable customers to make a judgment on the service quality.
a. Tangible clues
b. Intangible clues
c. Blue print
d. Performance measure
Q. Internal marketing deals with
a. Marketing the products to employees
b. Marketing the in the local market
c. Marketing the products inside the country
d. Identifying and taking care of employees needs & wants
Q. In order to improve the process and performance of the company towards the customers, they shouldtry to
a. Modernize the building
b. Modernize the product
c. Reduce the waiting time by adopting the reservation system
d. Asking customers to come another time
Q. Managing the peak demand becomes difficult due to …………... nature
a. Intangibility
b. Perishability
c. Inseparable
d. Heterogeneous
Q. Which financial institution regulates the insurance products in India?
a. IRDA
b. IDRA
c. IRAD
d. IADR