Designing and Managing Services - MCQs with answers - Part 2

Designing and Managing Services - MCQs with answers - Part 2


Distinctive characteristics of services

1. The main features of services are

a) Intangibility and perishability
b) Inseparability and variability
c) Both a & b
d) None of the above

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ANSWER: c) Both a & b



2. Service firms can increase quality control by

a) Making investment in good hiring
b) Standardize the service performance process
c) Monitor customer satisfaction
d) All of the above

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ANSWER: d) All of the above



3. __________ shifts some demand from peak period to off-peak periods.

a) Differential pricing
b) Same pricing
c) Qualitative pricing
d) None of the above

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ANSWER: a) Differential pricing



4. Low early-evening movie prices is an example of

a) Differential pricing
b) Same pricing
c) Qualitative pricing
d) None of the above

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ANSWER: a) Differential pricing



5. _________ can be cultivated.

a) Peak demand
b) Nonpeak demand
c) Normal demand
d) None of the above

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ANSWER: b) Nonpeak demand



6. __________ is an approach to manage the demand level.

a) Complementary system
b) Differential system
c) Reservation system
d) None of the above

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ANSWER: b) Differential system



7. When it comes to perishability, demand on supply side can be managed by

a) Part-time employees
b) Peak-time efficiency
c) Shared services
d) All of the above

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ANSWER: d) All of the above


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