
Consumer Behavior in Service Marketing Context
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Business
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University
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erna fatimah
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30 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What are the three stages of consumer decision-making in services?
Need recognition, Purchase, Post-purchase
Pre-purchase, Service Encounter, Post-purchase
Information search, Evaluation, Purchase
Problem identification, Service consumption, Review
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the pre-purchase stage, what is the "evoked set"?
The total number of services available in the market
A set of possible services or brands a customer considers
A list of services already used by a customer
The final service chosen by a customer
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT a type of perceived risk?
Functional risk
Temporal risk
Psychological risk
Environmental risk
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What is the key factor influencing the purchase decision when perceived risks are low?
Brand reputation
Customer service
Price
Personal recommendations
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Which service attribute can be evaluated before purchase?
Search attributes
Experience attributes
Credence attributes
Psychological attributes
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does the "zone of tolerance" refer to in service expectations?
The minimum level of service a customer is willing to accept
The range in which customers accept variations in service
The ideal level of service customers expect
The lowest price a customer is willing to pay for service
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is an example of a high-contact service?
Internet banking
Movie theater
Haircut
Cable TV
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