Designing and Managing Services - MCQs with answers - Part 2

Designing and Managing Services - MCQs with answers - Part 2

Distinctive characteristics of services

1. The main features of services are

a) Intangibility and perishability
b) Inseparability and variability
c) Both a & b
d) None of the above

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2. Service firms can increase quality control by

a) Making investment in good hiring
b) Standardize the service performance process
c) Monitor customer satisfaction
d) All of the above

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3. __________ shifts some demand from peak period to off-peak periods.

a) Differential pricing
b) Same pricing
c) Qualitative pricing
d) None of the above

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4. Low early-evening movie prices is an example of

a) Differential pricing
b) Same pricing
c) Qualitative pricing
d) None of the above

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5. _________ can be cultivated.

a) Peak demand
b) Nonpeak demand
c) Normal demand
d) None of the above

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6. __________ is an approach to manage the demand level.

a) Complementary system
b) Differential system
c) Reservation system
d) None of the above

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7. When it comes to perishability, demand on supply side can be managed by

a) Part-time employees
b) Peak-time efficiency
c) Shared services
d) All of the above

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