Services Marketing 11.08.2025 Ch.01

A bank uses AI chatbots for loan processing but faces customer complaints about impersonal service. This primarily violates which principle of the Service Marketing Triangle?

• External Marketing

• Internal Marketing

• Interactive Marketing

• Promise Management

Vande Bharat Express offers GPS tracking and automated announcements. These features primarily enhance which SERVQUAL dimension?

• Empathy

• Reliability & Responsiveness

• Tangibles

• Assurance

A hospital using blockchain for patient data must prioritize which ethical practice?

• Service variability reduction

• Transparent data consent protocols

• Dynamic pricing for services

• Employee productivity metrics

Food delivery apps use surge pricing during rains. This strategy primarily addresses:

• Intangibility

• Inseparability

• Perishability

• Variability

An ed-tech firm offers money-back guarantees and free demos. This combats which service characteristic?

• Intangibility

• Perishability

• Heterogeneity

• Ownership

Which factor is MOST responsible for India's service sector growth post-2020?

• Agricultural modernization

• Digital public infrastructure (UPI, Aadhaar)

• Heavy industry subsidies

• Import restrictions

A hotel's "secret shopper" program evaluating staff greetings aligns with which 7P?

• Process

• Physical Evidence

• People

• Promotion

Service failures in aviation often stem from broken "Service Profit Chain" links. If ground staff shortages cause baggage delays, which link fails FIRST?

• Customer Satisfaction → Loyalty

• Employee Capability → Service Quality

• Internal Processes → Efficiency

• Leadership → Strategy

AI-driven personalized shopping recommendations raise ethical concerns about:

• Perishability management

• Algorithmic bias and data exploitation

• Service variability

• Physical evidence gaps

Which service classification applies to a cloud consulting firm with 24/7 support?

• Equipment-based with automated service

• People-based with continuous delivery

• Ownership-based with transactions

• Process-driven with limited access