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WorksheetsServices Marketing Mix
Total questions: 10
Worksheet time: 20mins
The __________ element of service marketing mix serves the objectives of socialization among customers & employees, in addition to creating physical environment for creation and delivery of service.
Physical Evidence
Process
Productivity & Quality
Product
Which all of the following are TRUE for application of Yield Management as the dynamic pricing method?
The capacity must be fully used.
The revenue generated by service delivery should be maximized.
Rate fences must be created to forbid customers to buy service at lower price.
Different customers must be willing to pay different price for same service product based on their personal value perceptions.
Which all of the following are Enhancing supplementary services as per the Flower service model?
Consultation
Payment
Billing
Hospitality
Exceptions
According to the Process element, the _______ is the period of time during which customer interacts directly with a service, including the time he/she is waiting for actual delivery of service.
Service encounter
Moments of Truth
Critical Moments
Which all of the following are displayed on a service blueprint or flowchart?
Role of Physical Evidence
Role of Frontstage employees
Role of backstage employees
Role of machines & infrastructure
If a service firm wants to keep a very high control its indirect channel operation and is willing to take high risk of business information sharing, the ____ is the most preferred option of indirect channel.
Franchisee
Wholesaler
Agent
Broker
If a customer is exposed to extremely hot and humid weather in his hospital room, then she/he is incurring _____ as non-monetary cost.
Time cost
Physical cost
Psychological cost
Sensory cost
Which ONE of the following product attributes can not be evaluated by the customer even after consumption of the service product?
Search
Experience
Cedence
Which all of the following are the dimensions of service quality as per the RATER or SERVQUAL model?
Reliability
Acceptability
Tangibles
Empathy
Responsibility
As per ______ concept, in a progressive service delivery firm the profitability & revenue growth is a result of satisfied & loyal customer who are served high value addition by highly productive & loyal employees. So, the firm should invest in good infrastructure & policies empowering its employees.
Marketing Mix Strategy
Service Profit Chain
Zone of tolerance
Service marketing triangle
