Consumer Behaviour & Service Marketing Quiz (week-9)

Which type of service failure is characterized by a service provider’s inability to meet customer expectations?

• Process failure

• Outcome failure

• Communication failure

• Recovery failure

Which dimension of service quality focuses on the reliability and consistency of service delivery?

• Tangibles

• Assurance

• Responsiveness

• Reliability

What is the primary goal of service recovery strategies?

• Preventing service failures

• Minimizing customer complaints

• Restoring customer satisfaction

• Reducing operational costs

What is the primary focus of services marketing?

• Product development

• Customer relationships

• Cost reduction

• Market segmentation

What role does data analytics play in service marketing?

• Identifying customer needs

• Enhancing service delivery

• Reducing service costs

• Managing supply chains

Which model of service quality, developed by the authors, focuses on identifying gaps between customer expectations and perceptions?

• SERVQUAL

• Gaps model

• Customer-centric model

• Service excellence model

What is the difference between Provider Gap 1 and Provider Gap 2?

• Gap 1 focuses on customer expectations, while Gap 2 focuses on customer perceptions

• Gap 1 relates to understanding customer needs, while Gap 2 relates to service design

• Gap 1 is about customer feedback, while Gap 2 is about marketing research

• Gap 1 is narrower than Gap 2

How can service providers minimize the “zone of tolerance” for service quality?

• Exceeding customer expectations consistently

• Setting lower service standards

• Educating customers about service limitations

• Offering discounts during peak demand

How does the concept of “service dominant logic” differ from traditional marketing approaches?

• It emphasizes tangible product features.

• It focuses on customer needs and value co-creation.

• It prioritizes cost reduction strategies.

• It relies solely on advertising campaigns.