Designing and Managing Services - MCQs with answers - Part 4

Designing and Managing Services - MCQs with answers - Part 4

Holistic marketing for services - Managing service quality

1. As per service-quality model, the willingness to assist customers and offer prompt service is

a) Responsiveness
b) Reliability
c) Assurance
d) Empathy

View Answer / Hide Answer

2. As per service-quality model, the courtesy and knowledge of employees and their ability to instill confidence and trust is

a) Responsiveness
b) Reliability
c) Assurance
d) Empathy

View Answer / Hide Answer

3. As per service-quality model. The system of individualized and caring attention to customers is

a) Responsiveness
b) Reliability
c) Assurance
d) Empathy

View Answer / Hide Answer

4. Increasing customer expectations of what an organization can deliver

a) Can result in improved perceptions of overall service quality
b) Can result in poor perceptions of overall service quality
c) NO change
d) None of the above

View Answer / Hide Answer

5. The perceived fairness of the level of economic advantages derived from service usage in relationships to the economic costs is

a) Payment debt
b) Payment equity
c) Payment profits
d) None of the above

View Answer / Hide Answer

6. At customer service interface, company intends to manage a relationship with a customer through

a) Technology
b) People
c) Both a and b
d) None of the above

View Answer / Hide Answer

7. A customer service interface should excel on

a) Physical presence and cognition
b) Connectedness and emotion/attitude
c) Both a and b
d) None of the above

View Answer / Hide Answer

8. The use of undercover and paid shoppers to report back to the firm is known as

a) Hidden shopping
b) Blind shopping
c) Mystery shopping
d) None of the above

View Answer / Hide Answer

9. Customers assess complaint incidents in terms of

a) Outcomes they receive
b) The methods used to generate outcomes
c) Nature of interpersonal treatment
d) All of the above

View Answer / Hide Answer

10. gethuman.com is a web log listing all the methods through which callers can bypass automated voice systems.

a) True
b) False
c) No such website is there
d) None of the above

View Answer / Hide Answer