Designing and Managing Services - MCQs with answers - Part 3

Designing and Managing Services - MCQs with answers - Part 3

Holistic marketing for services - Managing service quality

1. Holistic marketing for services demands

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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2. _________ is about the normal work of creation, pricing, distribution and promotion of services to customers.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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3. ____________ is about motivating and training employees to serve customers well.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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4. Core service failure and response to service failure both can lead to customer switching behavior.

a) True
b) False
c) Vary as per condition
d) None of the above

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5. ________ is about employees skills in serving the client.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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6. To assess the service quality, customers compare the perceived service with the expected service.

a) True
b) False
c) Can't say
d) None of the above

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7. The service-quality model identifies _________ gaps that results in unsuccessful delivery.

a) 4
b) 3
c) 5
d) 6

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8. As per the service quality model, researchers figure out _________ determinants of service quality.

a) 4
b) 3
c) 5
d) 6

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9. The five determinants of service quality in order of importance are:

a) Tangibles, empathy, assurance, responsiveness, reliability
b) Responsiveness, Reliability, Assurance, Empathy, Tangibles
c) Reliability, Responsiveness, Assurance, Empathy, Tangibles
d) All of above are false

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10. As per service-quality model, the capacity to complete the promised service accurately and dependably is

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

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