Introduction to Service Marketing

Which of the following is not a tangible dominant?

• Detergents

• Automobiles

• Investment Management

• Soft drinks

Select name of the country having maximum percent of GDP attributed to services

• United States

• China

• Germany

• India

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

• Employee dress

• Employee training

• Equipment

• Facility design

Which of the following is not an element of People

• Motivation

• Teamwork

• Flow of activities

• Customer training

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

• Place

• Physical evidence

• Process

• People

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

• Physical evidence

• Process

• Place

• People

"All human actors who play a part in service delivery and thus influence the buyer's perceptions: namely, the firm's personnel, the customer and other customers in the service environment."

• Process

• Physical Evidence

• People

• Place

..... is the difference between customer expectations and customer perceptions.

• Customer delight

• Customer satisfaction

• Customer gap

• Supplier gap

Which of the following is difficult to evaluate?

• Jewellery

• Auto repair

• Furniture

• Clothing

Which of the following is not a type of service encounters?

• Remote encounters

• Phone encounters

• Face to face encounters

• Check in encounters