Designing Services

•Goods and services high in ----------- the buyer normally finds hard to evaluate even after consumption

• credence qualities

• search qualities

• experience qualities

Which company acquired a 64% stake in BigBasket in 2021?

• Reliance Industries

• Tata Digital Limited

• Flipkart

• Amazon

What is the name of the quick-commerce service by BigBasket that offers fast grocery deliveries within 15–30 minutes?

• GroceryNow

• QuickBasket

• BBNow

• FastGrocer

Which of the following is NOT a category of Service Mix?

• Hybrid

• Good with accompanying services

• Pure tangible service

• Pure tangible good

What is the distinctive characteristic of services that refers to the fact that services cannot be seen, tasted, felt, heard, or smelled before they are bought?

• Intangibility

• Perishability

• Variability

• Inseparability

Which of the following is NOT a dimension of Brand Experience?

• Invest in good hiring and training procedures

• Inseparability

• Standardize the service-performance process throughout

• Monitor customer satisfaction

What is the term used to describe the act of redesigning processes and redefining customer roles to simplify service encounters?

• Customer Citizenship

• Customer Failure Solutions

• Customer Co-creation

• Customer Empowerment

What is the main focus of Interactive Marketing in service industries?

• Advertising campaigns

• Pricing strategies

• Employee skills

• Product quality

What is the key element in the Best Practices for service industries that emphasizes quality, service, cleanliness, and value?

• High Standards

• Self-Service Technologies

• Top-Management Commitment

• Strategic Concept

What is the term used to describe the process of incorporating the right technology to aid employees and customers in service industries?

• Service design

• Reliability

• Listening

• Basic service