WorksheetsService marketing
Total questions: 30
Worksheet time: 25mins
Intangibility of services leads to
Retailers
Wholesalers
Customers
None of the above
The transfer of ownership is possible for
(a)
What is Internal Marketing
Setting the promise
Delivering the promise
Disabling the promise
Enabling the promise
Key Players of Service marketing
(a)
Which are the 4C's of delivering customer service
(a)
What does provider Gap 2 mean
Not knowing what customers expect
Not delivering to service standards
Not having the right service quality designs & standards
When promises do not match performance
Which of the following is the characteristics of Innovation Diffusion
Compatability
Convenience
Choice
Creativity
Which of the following is an example of search qualities
Vacations
Appendix Operations
Automobiles
Brake linings
What does Provider Gap 1 mean
Not having the right service quality designs & standards
Not knowing what customers expect
When promises do not match performance
Not delivering to service standards
Brand loyalty can be achieved in
Need recognition
post purchase evaluation
purchase and consumption
evaluation of alternatives
Compatability of customers can be achieved in
information search
post purchase evaluation
need recognition
purchase and consumption
Which of the following is the factor influence the sources of desired service expectations
Transitory service intensifiers
enduring service intensifiers
situational factors
explicit service promises
Which one of the following is the sources of predicted service expectations
personal needs
Perceived service alternatives
past experience
situational factors
Identify the correct sequence for stages in consumer decision making
1.need recognition
2. information search
3. evaluation of alternatives
4. post purchase evaluation
5. purchase & consumption
1. need recognition
2. evaluation of alternatives
3. information search
4. post purchase evaluation
5. purchase & consumption
1. need recognition
2. information search
3. evaluation of alternatives
4. purchase & consumption
5. post purchase evaluation
1. need recognition
2. purchase & consumption
3. post purchase evaluation
4. evaluation of alternatives
5. information search
"Ability to perform the promised service dependably and accurately" , the above mentoned statement is suitable for which of the following dimensions
tangibles
assurance
empathy
reliability
type of encounter that can occur without any human direct contact
(a)
The extent to which customers recognise and are willing to accept this variation is called
(a)
Attributes that a customer can determine before purchasing a product , which type of property attribute is this
(a)
Which service is called as the threshold level service
(a)
Which of the following is the factor that influence the customer perception
enduring service intensifiers
perceived service intensifiers
encourage spontaneity
word of mouth
In the service marketing triangle which marketing refers to communications a firm uses to make promises to customers service delivery
internal
interactive
relationship
external
Examples of pure tangible goods include all of the following EXCEPT
soap
tax preparation
toothpaste
salt
Which of the following has consistently proven to be the most important determinant of service quality
Reliability
assurance
responsiveness
empathy
Which of the following theme is not a source of customer satisfaction/dissatisfaction in service encounters
recovery
adaptability
spontaneity
credibility
Services are characterized by all of the following characteristics except for
Intangibilty
Homogeneity
perishability
heterogeneity
Which one of the following contains the three elements of service marketing triangle
management, providers, customers
providers, government, customers
management, employees, providers
management, employees, customers
Which of the following is an implication of heterogeneity
customers affect each other
pricing os difficult
service quality depends on many uncontrollable factors
services cannot be returned
The difference between desired service and the level of service considered adequate is known as
Service quality
Tolerance zone
GAP
SERQUAL
How many type of price discriminations are there?
1
3
2
4
Perception of Performance- Expectation gives us
Customer motivation
Customer service
Customer satisfaction
Customer performance
