Services Marketing Quiz

What percentage of global wealth is contributed by the services industry?

• 50.5%

• 75.5%

• 63.5%

• 80.5%

Which of the following is NOT a characteristic of services?

• Inseparability

• Ownership

• Perishability

• Intangibility

What does the term 'variability' in services refer to?

• The ability to store services

• The difference in service quality from one encounter to another

• The ownership of the service

• The simultaneous production and consumption of services

In the services marketing mix, what does 'place' refer to?

• The promotion strategies used

• The location where the service is delivered

• The price of the service

• The people involved in service delivery

Which of the following best describes 'non-ownership' in services?

• You own the service after purchase

• You can store the service for later use

• You cannot touch the service

• You do not gain ownership of anything after purchasing a service

What is the core benefit of being in a class, according to the text?

• Making friends

• Learning something new

• Receiving a certificate

• Gaining ownership of knowledge

What is a key factor in managing services effectively?

• Limiting customer feedback

• Employee training and quality standards

• High pricing strategies

• Reducing service variability

Which of the following is an example of physical evidence in services?

• The service process

• The ambiance of a restaurant

• The price of the service

• The employees providing the service

What role do customers play in the service experience?

• They only provide feedback after the service

• They are separate from the service delivery

• They are the most important people in the service experience

• They do not influence the service quality

What is a challenge faced by service providers in marketing?

• The ability to store services

• The difficulty in differentiating their offerings

• The ownership of services

• The simplicity of pricing