Top 250+ Solved Services Marketing MCQ Questions Answer
Q. When service is produced via a cooperative effort between customers and serviceproviders, this isreferred to as:
a. Co-production
b. Intangibility
c. Heterogeneity
d. Inseparability
Q. Co-production of services is made possible due to the __________ inherent in theproductionofservices.
a. Homogeneity
b. Intangibility
c. Heterogeneity
d. Inseparability
Q. Which of the following is not a typical benefit associated with self-service?
a. Convenience
b. Cost savings
c. Customization
d. Standardization
Q. Disney informs guests how long the wait will be along various points of the lines that form for each ofits attractions. This strategy helps minimize the effects of which of the following "principles ofwaiting?"
a. preprocess waits feel longer than in process waits
b. unoccupied time feels longer than occupied time
c. unfair waits are longer the equitable waits
d. uncertain waits are longer than known, finite waits
Q. Compared with low-contact services, customers of high-contact services are more likelyto judgeservice quality on the basis of:
a. Price of the service
b. Processes used in carrying out the service
c. Intangible outcomes eg. The performance of an investment portfolio
d. Tangible outcomes
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. Which of the following is an example of a tangible component provided by a hotel?
a. Wake-up call
b. Guest rooms
c. Room service
d. Express check-out
Q. Service design often differs from product design for which one of these considerations?
a. its life cycle
b. customer interface
c. cost and value
d. legal environment
Q. The ability of a product, part or service to perform its intended function under an appropriate set of conditions is its:
a. robustness.
b. quality.
c. appropriateness.
d. reliability.
Q. To build a world-class service brand there are three things you will need to define or create:
a. The brand's personality.
b. The relationship the brand has with the target segment.
c. Visual icons, symbols or other representations of the brand such as the logo or a character.
d. All the above.
Q. Service marketers consider which of the following?
a. People, Products Process.
b. People/Participants, Physical evidence, Process.
c. Participants, Physical evidence, Products
d. People/Participants, Physical evidence, Placement.
Q. Three types of customer expectations can be identified:
a. Fuzzy expectations, Explicit expectations, Implicit expectations
b. Internal expectations; Explicit expectations, Implicit expectations.
c. Internal expectations, External expectations, Implicit expectations.
d. None of the above
Q. Perceived Service Quality concept includes which of the following?
a. Credibility, Security, Process
b. Courtesy, Access, Choice
c. Access, Service, Communication
d. Reliability, Courtesy, Communication
Q. Quality Gaps include:
a. The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap
b. The Service Delivery Gap, The Market Communication Gap; The Information Gap
c. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap
d. The Service Delivery Gap, The Management Perception Gap, The implementation Gap
Q. The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
a. An increase in corporate costs
b. Bad word of mouth
c. A negative impact on corporate or local image
d. Negatively confirmed quality