Service Marketing solved MCQs

1 of 10

1. Service marketing become difficult because of …………….

a. Intangibility

B. No demand

c. More complex market

d. Difficult to enter market

2. Service are characterized by all of the following characteristics except for …………….

a. Intangibility

B. Homogeneity

c. Perishability

d. Inseparability

3. Green marketing is a part of …………….

a. Social marketing

B. Service marketing

c. Relationship marketing

d. Rural marketing

4. Customer satisfaction can be defined by comparing

a. Predicted service and perceived service

B. Predicted service and desired service

c. Desired service and perceived service

d. Adequate service and perceived service

5. Which of the following is not a service?

a. Insurance

B. Mail delivery

c. Medical checkup

d. None of these

6. A buyer’s perception of value is considered a trade-off between

a. Product value and psychic cost

B. Total customer value and total customer cost

c. Image value & monetary cost

d. Service value and monetary cost

7. Solutions used to minimize the marketing problems attributed to heterogeneity include

a. Standardizing the service

B. Using multi-site location

c. Stressing tangible clues

d. None of these

8. Which of the following is not a objectives of service marketing?

a. Promoting customer satisfaction

B. Building trust

c. Establish uniform price

d. None of these

9. Which of the following is not included in seven Ps of the marketing mix given by Booms and Bitner?

a. Process

B. People

c. Politics

d. Physical evidence

10. The following is not ways in which intangibility can be overcome

a. Visualization

B. Association

c. Documentation

d. Situation

11. SLEPT stands for

a. Social, Legal, Economic, Political, Technological

B. Social, Legal, Environmental, Political, Technological

c. Social, Legal, Environmental, physical, Technological

d. Social, Legal, Economic, Physical, Technological

12. People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as

a. Possession processing

B. Physical processing

c. People process

d. None of these

13. Which of the following is not one of the service process?

a. Physical evidence

B. People processing

c. Possession processing

d. Information processing

14. This is when customers visit the service facility so that they are personally involved through the servicedelivery process

a. Low-contractservice

B. High contract service

c. Medium contract service

d. Information processing service

15. ……………. Is based on the idea that customer expectations of the service they will receive shape theirperception of the actual service encounter.

a. Service action

B. Service satisfaction

c. Service recovery

d. Service quality

16. An approach that encompasses a wide range of relationships, not just with customers, but also thosethat organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as

a. Relationship marketing

B. Market exchange

c. Service failure

d. Shared responsibility

17. When there is little or no personal contract between customer and service provider. This is classified as

a. Low-contractservice

B. Medium-contractservice

c. High-contractservice

d. Intense-contractservice

18. Select the name of the country having maximum percent of GDP attributed to service

a. United states

B. China

c. Germany

d. India

19. Which of the following is not an element of physical evidence?

a. Employee dress

B. Employee training

c. Equipment

d. Facility design

20. …………… is deference between customer expectations and perception.

a. Customer delight

B. Customer satisfaction

c. Customer gap

d. Supplier gap

21. ……………. Is defined as the caring, individualized attention that the firm provides its customers

a. Empathy

B. Responsiveness

c. Sympathy

d. Assurance

22. Which of the following is not a type of service encounters?

a. Remote encounters

B. Phone encounters

c. Face to face encounters

d. Check in encounters

23. SSTs stands for …………….

a. Stable Service Technologies

B. Social Service Technologies

c. Smart Service Technologies

d. Self Service Technologies

24. ……………… are the only service distributors which do not require direct human interaction

a. Electronic channels


c. Direct service channels

d. Speculative channels

25. Intangibility, perishability, inseparability& variability are the characteristics of

a. Product

B. Service

c. Goods

d. Both A&B


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