PSM Unit 1 Revision

Which of the following is a characteristic of services that makes them different from goods?

• Tangibility

• Separability

• Uniformity

• Durability

Which feature of services refers to the heterogeneity or differences in quality experienced from one service encounter to another?

• Intangibility

• Inseparability

• Variability

• Perishability

Which feature of services refers to the simultaneous production and consumption of the service?

• Intangibility

• Inseparability

• Variability

• Perishability

Which feature of services is characterized by the difficulty of evaluating service quality before experiencing it?

• Intangibility

• Inseparability

• Variability

• Perishability

The inability to own a service means that:

• Customers can possess and control the service they purchase

• Services can be easily transferred to other individuals

• Ownership of the service is transferred from the provider to the buyer

• Customers are buying the right to access and benefit from the service

Which of the following is an example of perishability in services?

• Goods can be stored in inventory for a long time

• Services can be consumed at any time without time limitations

• Services can be resold to other customers

• Services can only be utilized during a specific time period

Variability in services means that:

• Services are consistent in quality across different providers

• Services are not affected by human interactions

• Services have a long shelf life

• Services can differ in quality from one experience to another

Inseparability in services refers to:

• Services being produced and consumed simultaneously

• Services being easily stored for future use

• Services being transferable to other people

• Services being easily evaluated based on physical attributes

Intangibility in services means that:

• Services are difficult to evaluate before experiencing them

• Services can be seen, touched, and tasted

• Services can be stored for later use

• Services can be owned by the buyer

Which element of service refers to the shared values, beliefs, and norms that shape employee behavior within an organization?

• Service quality

• Customer experience

• Employee engagement

• Service culture