Top 250+ Solved Service Marketing MCQ Questions Answer
Q. The moments of interaction between the customer and theservice firm are called:
a. Service encounter
b. Core service
c. Service recovery
d. Gap model
Q. What are the five principle dimensions to judge service quality?
a. Reliability, responsiveness, assurance, empathy, tangibles
b. Reliability, respect, assurance, empathy, tangibles
c. Reliability, responsiveness aspects, empathy, tangibles
d. Reliability, responsiveness, assurance, empathy, targets
Q. The difference between desired service and the level of service considered adequate is known as
a. Service failures
b. Service Quality
c. Tolerance Zone
d. service recovery
Q. By participating in the service delivery process,customers cocreate for themselves.
a. Value
b. Needs
c. Economice Order
d. Loyalty
Q. Patients sitting in dental chairs are part of the element of the services marketing mix.
a. People
b. Product
c. Price
d. Phycial Evidence
Q. Hyatt Hotels has installed automated check-in machines at
a. Self Service Technology
b. Contributor to quality
c. Competitor
d. Recruiter
Q. The overall goal of a customer participation strategy is to:
a. Determine optimal production levels
b. Increase customer satisfaction and productivity
Q. In which of the following service situations would customers have the highest level of participation?
a. Eating at a local barbecue restaurant
b. Taking self- defense classes
c. Traveling on an American airplane
d. Attending a concert
Q. Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering
a. Self Service Technology
b. Contributor to quality
c. Competitor
d. Recruiter
Q. strategy is where, price are kept lower than its
a. Skimming
b. Penetration
c. Value Price
d. Market Leader Price
Q. The hierarchy-of-effects model contains awareness, knowledge,
a. Cognitive Response
b. Preference
c. Interest
d. Attitude
Q. Which of the following is not a tangible dominant?
a. Detergents
b. Automobiles
c. Investment Management
d. Soft drinks