SM Chapter 01

Which of the following is NOT a characteristic of services?

• Intangibility

• Inseparability

• Inventory

• Variability

The service continuum refers to:

• Services that are sold with discounts

• A range between pure goods and pure services

• Types of services based on ownership

• Pricing structure for services

Which of the following best explains 'inseparability' in services?

• Service cannot be stored

• Production and consumption happen simultaneously

• Service quality varies with providers

• Service cannot be seen or touched

Which element is an addition to the traditional marketing mix in services?

• Product

• Price

• People

• Promotion

Why is physical evidence important in services marketing?

• It creates emotional branding

• It enables production of services

• It helps consumers judge intangible services

• It directly increases service prices

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

• Services cannot be stored

• Services vary across providers or time

• Services are physical in nature

• Services have consistent outcomes

The reason for extending the 4Ps to 7Ps in services is:

• Services require more production

• Services involve people, process, and evidence

• Services are sold online

• Services are free of cost

In which classification do consultancy and legal services fall?

• People processing

• Possession processing

• Mental stimulus processing

• Information processing

The evolution of services as value contributors is primarily due to:

• Increase in manufacturing efficiency

• Higher labor wages

• Technological advancement and urbanization

• Reduction in service quality

Which of the following is the correct order of service marketing evolution?

• Manufacturing Economy → Service Economy → Experience Economy

• Service Economy → Manufacturing Economy → Digital Economy

• Experience Economy → Service Economy → Manufacturing Economy

• Digital Economy → Service Economy → Agricultural Economy