Top 250+ Solved Services Marketing MCQ Questions Answer
Q. Which of the following can be described as an affective mental state?
a. Attitudes
b. Opinions
c. Values
d. Conative
Q. Early adopters, of which opinion leaders are large comprised, tend to be:
a. Generalized; that is, they tend to lead the group on most issues
b. More likely to buy new products before their friends do and voice their opinions about them
c. From the upper class; people from other classes are more likely to be followers
d. Quiet, withdrawn people who don't make fashion statements or take risks easily
Q. An imbalance between a consumer's actual and desired state in which recognition that agap or problem needs resolving is called
a. Motive development
b. An attitudes
c. A self-concept
d. Product Evaluation
Q. __________cost refers to the product’s purchase cost plus the discounted cost of maintenanceand repair less the discounted salvage value
a. Total
b. Variable
c. Life cycle
d. Net
Q. Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
a. Customer satisfaction.
b. Internal marketing
c. Service-profit chains
d. Interactive marketing
Q. If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to providecustomer satisfaction.
a. Double-up marketing
b. Internal marketing
c. Interactive marketing
d. Service marketing
Q. Which of the following is not an element of physical evidence?
a. Employee Dress
b. Employee Training
c. Equipment
d. Facility Design
Q. Which of the following is not an element of people?
a. Motivation
b. Teamwork
c. Flow of activities
d. Customer training
Q. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called
a. Place Mix
b. Physical evidence mix
c. Process mix
d. People mix
Q. ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer’s point of view.
a. Front of Planning
b. Service Blueprinting
c. Service standardization
d. None of these
Q. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
a. Servicespace
b. Servicescape
c. Serviceplace
d. Servicescope
Q. __________ are the only service distributors which do not require direct human interactions.
a. Electronic channels
b. SST’s
c. Direct Service channels
d. Speculative channels
Q. In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
a. Intangible clues
b. Tangible clues
c. Blueprint
d. Performance measures
Q. Understanding the customer is a critical step toward minimizing or completely eliminating the:
a. knowledge gap
b. standards gap
c. delivery gap
d. communications gap
Q. Which of the following is NOT a factor influencing the delivery gap?
a. willingness to perform
b. employee-job fit
c. role ambiguity
d. overpromising