
PSM Unit 2 Revision
Authored by Sok Lim
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7th Grade
Used 3+ times

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30 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
During which stage of service consumption do customers evaluate the service performance?
Pre-purchase stage
Service encounter stage
Post-encounter stage
All of the above
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which stage of service consumption involves the customer's need-awareness and evaluation of alternatives?
Pre-purchase stage
Service encounter stage
Post-encounter stage
None of the above
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In which stage of service consumption does the customer actually consume and experience the service?
Pre-purchase stage
Service encounter stage
Post-encounter stage
All of the above
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the main focus of the pre-purchase stage?
Evaluating the service performance
Initiating and consuming the service
Evaluating alternatives and making a purchase decision
None of the above
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which stage of service consumption involves the customer's evaluation of whether the service met their expectations?
Pre-purchase stage
Service encounter stage
Post-encounter stage
None of the above
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What determines future intentions during the post-encounter stage of service consumption?
Need-awareness
Information search
Evaluation of service performance
All of the above
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which stage of service consumption involves the customer's search for information about different service providers?
Pre-purchase stage
Service encounter stage
Post-encounter stage
None of the above
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