Designing and Managing Services - MCQs with answers - Part 3

Designing and Managing Services - MCQs with answers - Part 3


Holistic marketing for services - Managing service quality

1. Holistic marketing for services demands

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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ANSWER: d) All of the above



2. _________ is about the normal work of creation, pricing, distribution and promotion of services to customers.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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ANSWER: a) External marketing



3. ____________ is about motivating and training employees to serve customers well.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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ANSWER: b) Internal marketing



4. Core service failure and response to service failure both can lead to customer switching behavior.

a) True
b) False
c) Vary as per condition
d) None of the above

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ANSWER: a) True



5. ________ is about employees skills in serving the client.

a) External marketing
b) Internal marketing
c) Interactive marketing
d) All of the above

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ANSWER: b) Internal marketing



6. To assess the service quality, customers compare the perceived service with the expected service.

a) True
b) False
c) Can't say
d) None of the above

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ANSWER: a) True



7. The service-quality model identifies _________ gaps that results in unsuccessful delivery.

a) 4
b) 3
c) 5
d) 6

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ANSWER: c) 5



8. As per the service quality model, researchers figure out _________ determinants of service quality.

a) 4
b) 3
c) 5
d) 6

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ANSWER: c) 5



9. The five determinants of service quality in order of importance are:

a) Tangibles, empathy, assurance, responsiveness, reliability
b) Responsiveness, Reliability, Assurance, Empathy, Tangibles
c) Reliability, Responsiveness, Assurance, Empathy, Tangibles
d) All of above are false

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ANSWER: c) Reliability, Responsiveness, Assurance, Empathy, Tangibles



10. As per service-quality model, the capacity to complete the promised service accurately and dependably is

a) Responsiveness
b) Reliability
c) Assurance
d) Empathy

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ANSWER: b) Reliability


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