Service Marketing

Which of the following is the three-stage model of service consumption?

• Pre-purchase

• Service Encounter

• Post-encounter

• During Encounter

• Pre-Encounter

What are the five dimensions of SERVQUAL?

• Reliability & Responsibilities

• Reliability & Responsiveness

• Assurance & Empathy

• Empathy & Tangibles

• Tangibles & Intagibles

Segmentation in STP means identify which groups offer the best chance of success.

• True

• False

Dividing the market through different variables like age, gender and income is known as

• Geographic Segmentation

• Psychographic Segmentation

• Behavioral Segmentation

• Demographic Segmentation

What is the type of targeting when the number of market served is many & breadth of service offerings are narrow:-

• Market Focused

• Service Focused

• Fully Focused

• Unfocused

Branding means establishing a mental picture on customers minds.

• True

• False

Which of the following is not a part of facilitating services of the Flower of Service?

• Payment

• Billing

• Hospitality

• Order Taking

There are 7 stages in new service development.

• True

• False

Non-searchability challenge in the service communication means

• Cannot be searched or inspected before purchase

• No one-to-one correspondence with physical objects

• Refers to items that comprise a class of objects, persons, or events

• Hard to grasp benefits of complex, multidimensional new offering

Corporate Design is not a part of marketing communications mix.

• True

• False