MCQ_Session 3_Service Continuum

The service continuum helps businesses understand:

• The product lifecycle

• The mix of tangible and intangible elements in their offerings

• The financial health of the business

• The customer demographics

Which of the following is an example of a pure service?

• Smartphone

• Car

• Legal consultation

• Restaurant dining

What classification involves services that require minimal customer interaction?

• High customer involvement

• Low customer involvement

• People-based services

• Continuous services

An example of a customized service is:

• Fast-food restaurant

• Custom tailoring

• Online banking

• Airline service

Which characteristic of services refers to their inability to be stored or inventoried?

Variability in services means that:

A service that is both tangible and intangible, like a restaurant meal, is an example of:

• Pure product

• Pure service

• Mixed offering

• Standardized service

People-based services are classified based on:

• The degree of tangibility

• The delivery method

• Customization

• Customer involvement

Which service characteristic makes it harder for customers to evaluate before purchase?

Services like online banking typically fall under which classification?

• High customer involvement

• Low customer involvement

• Tangible dominant

• Customized service