Service Marketing- Quiz 1 MM3B

Are deed, processes and performances provided or coproduced by one entity for another entity or person.

• Package

• Amenity

• Services

• Marketing

Which of the following is an example of professional services?

• Hotel

• Travel Agencies

• Accounting

• Plumbing

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

• Servicespace

• Serviceplace

• Servicescape

• Servicescope

Is the difference between customer expectations and customer perceptions.

• Customer delight

• Customer Gap

• Customer Satisfaction

• Supplier Gap

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

• Employee dress

• Equipment

• Employee training

• Facility design

It is difficult to synchronize supply and demand with services.

• Intangible

• Heterogeneous

• Simultaneous production and consumption

• Perishable

Service delivery and customer satisfaction depend on employee actions.

• Perishable

• Standardized

• Heterogeneous

• Tangible

The value derived from physical goods is really the service provided by the good, not the good itself.

• Derived service

• Customer service

• Service as product

• Service industries and companies

The service provided in support of a company’s core products. Companies typically do not charge for customer service.

• Service as product

• Customer service

• Derived service

• Service industries and companies

Which of the following is not an element of people?

• Employees

• Customers

• Employee dress

• Communicating culture and values