Services Marketing Objectives Set 1

SET 1

Q1. Which of the following statements are incorrect?

1. Services are intangible
2. Services are perishable
3. Services can be co‐produced with customers
4. Services are invariable

 

Q2. When a music concert is recorded in a CD, which of the following sentences are correct?

1. The CD becomes a service
2. The CD becomes a service product
3. The CD becomes both neither product nor service
4. The concert and the CD together become a service with a tangible product.

 

Q3. Service is somewhat like a rental. The statement is

1. incorrect
2. correct
3. somewhat correct
4. none of the above

 

Q4. Services Marketing is an attractive field of study for India because:

1. Services contribute to more than half of India’s GDP
2. Services are delivered by more than half of India’s population
3. Services are more important than agriculture and manufacturing
4. All of the above

 

Q5. You watch the scenery while traveling in a bus from one city to another. This is an example of:

1. superior service quality
2. by‐service
3. waste service
4. augmented service

 

Q6. Servicescape refers to:

1. service landscape
2. service factory
3. Place where the service is delivered
4. beautiful service landscape

 

Q7. In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called

1. feedback
2. feed‐forward
3. how and why specifications
4. none of the above

 

Q8. Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools?

1. SWOT
2. PEST
3. TOWS
4. None of the above

 

Q9. High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is

1. High‐Tech products
2. High‐Tech services
3. Low‐tech products
4. Low‐tech services

 

Q10. The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are:

1. bit‐based
2. atom‐based
3. molecule‐based
4. none of the above

 

SET 2

1. A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.

• Service
• Demand
• Need
• Physical object

 

2. Distinct characteristic of services is_____________

• Intangibility
• Inseparability
• Variability
• Perishability

 

3. All of the following are examples of services, Except

• banking
• hotels and motels
• Tax preparation
• computer software

 

4. Services are typically produced and consumer simultaneously. This is an example of the ________characteristics of services.

• Intangibility
• Variability
• Inseparability
• Simultaneously
• Perishability

 

5. Services cannot be stored. This describes the ___________characteristic of services.

• Intangibility
• Variability
• Inseperability
• Inconsistency
• Perishability

 

6. Examples of pure tangible goods include all of the following EXCEPT:

• Soap
• Tax preparation
• Toothpaste
• Salt

 

7. __________describes the employees skills in serving the client.

• Internal Marketing
• External Marketing
• Relationship marketing
• Interactive marketing
• Communication Marketing

 

8. SSTS refers to __________

• Service Standards Testing
• Self- Service Technologies
• Standard Service Technologies
• Self Service Treatments

 

9. _____________ occurs when a company intentionally uses services as the, and goods as the props, to engage individual customers in a way that creates a memorable event.

• Hybrid offer
• Core service
• Augmented or ancillary product
• Experience

 

10. Top firms audit service performance by collecting_________measurements to probe customer satisfiers and dissatisfiers

• Customer satisfier
• Customer complaint
• Voice of the customer
• Psychological

 

11. The services a customer expects are called the ______service package.

• Expected
• Augmented
• Primary
• Secondary
• Perceived

 

12. The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:

• intangibility
• inseparability
• Variability
• Perishability

 

13. Added features to an offering are called _________service features.

• Expected
• Augmented
• Primary
• Secondary
• Perceived

 

14. The intangibility of services has implications for the choice of ________

• Brand elements
• Location
• Price
• Product features
• Channels of distribution

 

15. _______ cost refers to the product purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.

• Total
• Variable
• Life cycle
• Net
• Out of pocket

 

16. Successful service companies focus their attention on both their customers and their employees. They understand _____, which links service firm profits with employee and customer satisfaction

• Internal Marketing
• Service-profit chains
• Interactive Marketing
• Service differentiation

 

17. if a firm is practicing ____________________, the firm is training and effectively Motivating it’s customer-contact employees and all of the supporting service people to work as a Team to provide customer satisfaction.

• Double-up marketing
• Internal marketing
• Interactive marketing
• Service marketing

 

18. According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:

• Responsiveness
• Reliability
• Assurance
• Empathy
• Tangibles

 

19. The extended marketing mix for services includes: People, Processes and ________?

• Product
• Place
• Physical Evidence
• Promotion

 

20. Which of the following is not an element of physical evidence?

• Employee Dress
• Employee Training
• Equipment
• Facility Design

 

21. Which of the following is not an element of people?

• Motivation
• Teamwork
• Flow of activities
• Customer Training

 

22. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called

• Place Mix.
• Physical evidence Mix.
• Process Mix.
• People Mix.

 

23. _____ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.

• Physical evidence
• Process
• Place
• People

 

24. All human actors who play a part in service delivery and thus influence the buyers perceptions: namely , the firms personnel,, the customer and other customers in the service environment.

• Process
• Physical environment
• People
• Place

 

25. ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.

• Front of Planning
• Service Blueprinting
• Service standardization
• None of these

 

26. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.

• Servicespace
• Servicescape
• Serviceplace
• Servicescope

 

27. _______ are the only service distributors which do not require direct human interactions.
28. Electronic channels
29. SST’s
30. Direct service channel
31. Speculative channels

 

28. 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.
29. Intangible clues
30. Tangible clues
31. Blueprint
32. Performance measures

 

29. Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:

• Price of the service
• Processes used in carrying out the service
• Intangible outcomes eg. The performance of an investment portfolio
• Tangible outcomes

 

30. Which of the following is not generally accepted as being part of the extended Marketing mix for services?

• Product
• Price
• Process
• Practice