Services Marketing Mix

The __________ element of service marketing mix serves the objectives of socialization among customers & employees, in addition to creating physical environment for creation and delivery of service.

• Physical Evidence

• Process

• Productivity & Quality

• Product

Which all of the following are TRUE for application of Yield Management as the dynamic pricing method?

• The capacity must be fully used.

• The revenue generated by service delivery should be maximized.

• Rate fences must be created to forbid customers to buy service at lower price.

• Different customers must be willing to pay different price for same service product based on their personal value perceptions.

Which all of the following are Enhancing supplementary services as per the Flower service model?

• Consultation

• Payment

• Billing

• Hospitality

• Exceptions

According to the Process element, the _______ is the period of time during which customer interacts directly with a service, including the time he/she is waiting for actual delivery of service.

• Service encounter

• Moments of Truth

• Critical Moments

Which all of the following are displayed on a service blueprint or flowchart?

• Role of Physical Evidence

• Role of Frontstage employees

• Role of backstage employees

• Role of machines & infrastructure

If a service firm wants to keep a very high control its indirect channel operation and is willing to take high risk of business information sharing, the ____ is the most preferred option of indirect channel.

• Franchisee

• Wholesaler

• Agent

• Broker

If a customer is exposed to extremely hot and humid weather in his hospital room, then she/he is incurring _____ as non-monetary cost.

• Time cost

• Physical cost

• Psychological cost

• Sensory cost

Which ONE of the following product attributes can not be evaluated by the customer even after consumption of the service product?

• Search

• Experience

• Cedence

Which all of the following are the dimensions of service quality as per the RATER or SERVQUAL model?

• Reliability

• Acceptability

• Tangibles

• Empathy

• Responsibility

As per ______ concept, in a progressive service delivery firm the profitability & revenue growth is a result of satisfied & loyal customer who are served high value addition by highly productive & loyal employees. So, the firm should invest in good infrastructure & policies empowering its employees.

• Marketing Mix Strategy

• Service Profit Chain

• Zone of tolerance

• Service marketing triangle