230+ Service Marketing Solved MCQs

101.

Service is somewhat like a

A. Incorrect
B. Correct
C. Somewhat Correct
D. None of the above
Answer» B. Correct
102.

Services Marketing is an attractive field of study for India because:

A. Services contribute to more than half of India’s GDP
B. Services are delivered by more than half of India’s population
C. Services are more important than agriculture and manufacturing
D. All of the above
Answer» A. Services contribute to more than half of India’s GDP
103.

Is services are low price sensitive

A. Incorrect
B. Correct
C. Somewhat Correct
D. None of the above
Answer» B. Correct
104.

Many people want BMW, only a

A. Need
B. Want
C. Demand
D. Status
Answer» C. Demand
105.

Who is the father of Modern

A. Peter Drucker
B. Philip Kotler
C. Lester Wunderman
D. Abraham Maslow
Answer» B. Philip Kotler
106.

In information Process type of services, informations act as

A. Product
B. Service
C. Information
D. Nothing
Answer» A. Product
107.

The service-quality model

A. 4
B. 3
C. 5
D. 6
Answer» C. 5
108.

is about employees skills in serving the client.

A. External marketing
B. Internal marketing
C. Interactive marketing
D. All of the above
Answer» B. Internal marketing
109.

is about the normal work of creation, pricing,

A. External marketing
B. Internal marketing
C. Interactive marketing
D. All of the above
Answer» A. External marketing
110.

As per service-quality model, the

A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer» C. Assurance
111.

If the customers view service as                   they care more about price than provider.

A. Heterogeneous
B. Homogeneous
C. Both a and b
D. None of the above
Answer» B. Homogeneous
112.

During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up

A. Social
B. Procedural
C. Interactional
D. Distributive
Answer» B. Procedural
113.

                 is an example of a service where the customer typically goes to the service

A. Taxi Service
B. Credit Card Company
C. Theatre
D. House Painting
Answer» C. Theatre
114.

. has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment

A. Multi-site expansion
B. Sub-contracting
C. Franchising
D. Company-owned expansion
Answer» C. Franchising
115.

Service failures involving problematic customer include           .

A. Un cooperative customers
B. Breaking company policies
C. Verbal and physical abuse
D. All of the above
Answer» D. All of the above
116.

Services that do not meet customer expectations are called:

A. Service failures
B. Critical incidents
C. Servuction failures
D. Service recovery
Answer» A. Service failures
117.

The moments of interaction between the customer and the service firm are called:

A. Service encounter
B. Core service
C. Service recovery
D. Gap model
Answer» A. Service encounter
118.

What are the five principle dimensions to judge service quality?

A. Reliability, responsiveness, assurance, empathy, tangibles
B. Reliability, respect, assurance, empathy, tangibles
C. Reliability, responsiveness aspects, empathy, tangibles
D. Reliability, responsiveness, assurance, empathy, targets
Answer» A. Reliability, responsiveness, assurance, empathy, tangibles
119.

The difference between desired service and the level of service considered adequate is known as

A. Service failures
B. Service Quality
C. Tolerance Zone
D. service recovery
Answer» C. Tolerance Zone
120.

By participating in the service delivery process,customers cocreate for themselves.

A. Value
B. Needs
C. Economice Order
D. Loyalty
Answer» A. Value
121.

When a customer does not

A. Gap 1
B. Gap 2
C. Gap 3
D. Gap 4
Answer» C. Gap 3
122.

Patients sitting in dental chairs are part of the element of the services marketing mix.

A. People
B. Product
C. Price
D. Phycial Evidence
Answer» D. Phycial Evidence
123.

Hyatt Hotels has installed automated check-in machines at

A. Self Service Technology
B. Contributor to quality
C. Competitor
D. Recruiter
Answer» A. Self Service Technology
124.

An airport with large,easily read

A. Place
B. Promotion
C. Price
D. Product
Answer» A. Place
125.

The overall goal of a customer participation strategy is to:

A. Determine optimal production levels
B. Increase customer satisfaction and productivity
C. Maximize word-of- mouth advertising
Answer» C. Maximize word-of- mouth advertising
126.

In which of the following service situations would customers have the highest level of participation?

A. Eating at a local barbecue restaurant
B. Taking self- defense classes
C. Traveling on an American airplane
D. Attending a concert
Answer» B. Taking self- defense classes
127.

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering

A. Self Service Technology
B. Contributor to quality
C. Competitor
D. Recruiter
Answer» C. Competitor
128.

                   is the only revenue generating element amongst the

A. Price
B. Product
C. Place
D. Promotion
Answer» A. Price
129.

                   strategy is where, price are kept lower than its

A. Skimming
B. Penetration
C. Value Price
D. Market Leader Price
Answer» B. Penetration
130.

The hierarchy-of-effects model contains awareness, knowledge,

A. Cognitive Response
B. Preference
C. Interest
D. Attitude
Answer» B. Preference
131.

Which of the following is not a tangible dominant?

A. Detergents
B. Automobiles
C. Investment Management
D. Soft drinks
Answer» C. Investment Management
132.

Select name of the country having maximum percent of GDP attributed to services

A. United States
B. China
C. Germany
D. India
Answer» A. United States
133.

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

A. Employee dress
B. Employee Training
C. Equipment
D. Facility design
Answer» B. Employee Training
134.

Which of the following is not an element of People?

A. Motivation
B. Teamwork
C. Flow of activities
D. Customer training
Answer» C. Flow of activities
135.

Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called……..

A. Place Mix
B. Physical Evidence Mix
C. Process Mix
D. People Mix
Answer» C. Process Mix
136.

.………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.

A. Physical evidence
B. Process
C. Place
D. People
Answer» A. Physical evidence
137.

“All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”

A. Process
B. Physical Environment
C. People
D. Place
Answer» C. People
138.

. ……………is the difference between customer expectations and perceptions.

A. Customer Delight
B. Customer Satisfaction
C. Customer Gap
D. The supplier Gap
Answer» C. Customer Gap
139.

Which of the following is difficult to evaluate?

A. Jewellery
B. Auto repair
C. Furniture
D. Clothing
Answer» B. Auto repair
140.

Evaluation of Medical Diagnosis service is mainly depends on

A. High in experience quality
B. High in credence quality
C. High in search quality
D. Both a and c
Answer» B. High in credence quality
141.

…………..is defined a the caring, individualized attention that the firm provides its customers.

A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance
Answer» A. Empathy
142.

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
Answer» D. Check in Encounters
143.

………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of

A. Front end planning
B. Service Blueprinting
C. Service Standardization
D. Service Culture
Answer» B. Service Blueprinting
144.

………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed.

A. Service space
B. Service scape
C. Service place
D. Service scope
Answer» B. Service scape
145.

“…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”

A. Service culture
B. Corporate culture
C. Service Triangle
D. Service Quality Dimensions
Answer» A. Service culture
146.

SSTs stands for…….

A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies
Answer» D. Self Service Technologies
147.

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

A. Electronic Channels
B. SSTs
C. Direct Service Channels
D. Speculative channels
Answer» A. Electronic Channels
148.

A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..

A. Marketing Triangle
B. Service Triangle
C. Communication Triangle
D. Marketing & Service triangle
Answer» B. Service Triangle
149.

Tata Sky is the joint venture of Tata and …………….

A. Sony
B. Star
C. IBN
D. Zee
Answer» B. Star
150.

In the simplest terms, _____ are deeds, processes and performances.

A. Attributes
B. Experiences
C. Services
D. Benefits
Answer» B. Experiences
151.

The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______.

A. Service
B. Experience
C. Attribute
D. Good
Answer» A. Service
152.

Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:

A. Goods
B. Values
C. Services
D. Satisficers
Answer» C. Services
153.

__________ is a key determinant of whether a product offering should be classified as a product or a service.

A. Physicality
B. Audience passivity
C. Intangibility
D. Perception
Answer» C. Intangibility
154.

Which of the following is an intangible component of a car repair shop?

A. Replacement parts
B. Employee uniforms
C. Barrel for storing recyclable motor oil
D. The training the mechanic has received
Answer» D. The training the mechanic has received
155.

Which of the following is an example of a tangible component provided by a hotel?

A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
Answer» B. Guest rooms
156.

Services marketing become difficult because of

A. Intangibility.
B. no demand
C. More complex market
D. Difficult to enter the market
Answer» A. Intangibility.
157.

Which of the following businesses would be characterized as a pure service

A. Insurance
B. Farming.
C. Mining.
D. There is no such thing as a pure service
Answer» D. There is no such thing as a pure service
158.

Which of the following statements about the pricing of services (compared to the pricing of goods) is false?

A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services.
C. Comparing prices of competitors is more difficult for service consumers
D. Consumers are less able to stockpile services by taking advantage of discount prices
Answer» B. Cost-oriented pricing is more difficult for services.
159.

Charging customers different prices for essentially the same service is called

A. Price discrimination
B. Supply and demand.
C. Complementary
D. Substitutes.
Answer» A. Price discrimination
160.

Results in the practice of too narrowly defining one’s business

A. Services marketing
B. Marketing management
C. Marketing myopia
D. Customer experience
Answer» C. Marketing myopia
161.

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 and energy cost
D. Service value and monetary cost.
Answer» D. Service value and monetary cost.
162.

Services are characterized by all of the following characteristics except for

A. Intangibility.
B. Homogeneity
C. Perishability.
D. Inseparability
Answer» B. Homogeneity
163.

Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:

A. Intangibility
B. Inseparability.
C. Perishability.
D. Heterogeneity.
Answer» A. Intangibility
164.

Services that occur without interruption, confusion, or hassle to the customer is called

A. Seamless service
B. Service audit.
C. Functional service
D. Departmental service
Answer» A. Seamless service
165.

The mental energy spent by customers to acquire service is referred to as _____.

A. Image costs
B. Monetary price.
C. Energy costs
D. Psychic costs.
Answer» C. Energy costs
166.

The unique service characteristic that reflects the interconnection between the service firm and its customer is called

A. Intangibility
B. Inseparability
C. Homogeneity
D. Perishability
Answer» B. Inseparability
167.

Marketing problems caused by inseparability include all of the following except for

A. The service provides a physical connection to the service
B. The involvement of the customer in the production process
C. Service standardization and quality control are difficult to achieve.
D. The involvement of other customers in the production process
Answer» C. Service standardization and quality control are difficult to achieve.
168.

Which of the following statements pertain to inseparability is false?

A. As customer contact increases, the efficiency of the firm decreases.
B. Customers can affect the type of service desired
C. Customers can affect the length of the service transaction.
D. Customers can affect the cycle of deman
Answer» A. As customer contact increases, the efficiency of the firm decreases.
169.

The centralized mass production of services is difficult due to

A. Inseparability.
B. Intangibility.
C. Homogeneity.
D. Perishability.
Answer» D. Perishability.
170.

Solutions used to minimize the marketing problems attributed to heterogeneity include

A. Standardizing or customizing the service
B. Using multi-site locations
C. Stressing tangible clues
D. Appealing to different market segments with different demand patterns
Answer» A. Standardizing or customizing the service
171.

The unique service characteristic that deals specifically with the inability to inventory services is

A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability
Answer» D. Perishability
172.

Which of the following strategies increases the supply of service available to consumers?

A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
Answer» B. The use of reservation systems
173.

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
Answer» C. Desired service and perceived service
174.

The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?

A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
Answer» C. Capacity sharing
175.

The __________ dimension is an assessment of the firm’s consistency and dependability in service performance

A. Empathy.
B. Responsiveness.
C. Assurance
D. Reliability.
Answer» D. Reliability.
176.

Which of the following would not be considered a tangible clue?

A. The appearance of employees
B. The appearance of the firm’s physical facilities
C. The smile on an employee’s face
D. The quality of instruction in an educational setting.
Answer» D. The quality of instruction in an educational setting.
177.

Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as ____________.

A. Knowledge gap.
B. Standards gap
C. Delivery gap.
D. Communications gap
Answer» C. Delivery gap.
178.

Fixing the right price for services offered is difficult because of ……………..

A. perishability.
B. heterogeneity.
C. inseparability.
D. intangibility.
Answer» D. intangibility.
179.

The world’s largest industry in the private sector and highest projected generator of jobs is______

A. The hospitality industry
B. Health services
C. Professional services.
D. Business services
Answer» D. Business services
180.

Focusing the firms marketing efforts toward the existing customer base is called

A. Excellent customer service
B. Conquest retention
C. Customer retention
D. Courteous retention
Answer» C. Customer retention
181.

The pursuit of new customers, as opposed to the retention of existing ones, is called

A. Services marketing
B. B2B marketing
C. Conquest marketing
D. Consumer marketing
Answer» C. Conquest marketing
182.

The consumer decision process consists of

A. Stimulus, problem awareness, and purchase stages
B. Pre-purchase, consumption, and post-purchase stages
C. Problem awareness, evaluation of alternatives, and post-purchase behaviour
D. Stimulus, information search, and post-purchase behaviour
Answer» B. Pre-purchase, consumption, and post-purchase stages
183.

Which of the following statements is not true?

A. Service purchases are perceived as riskier than goods purchases
B. The participation of the consumer in the service process increases the amount of perceived risk.
C. The variability in services increases the perceived risk associated with the Purchase
D. Consumers of services have less pre-purchase information versus goods
Answer» B. The participation of the consumer in the service process increases the amount of perceived risk.
184.

Service consumers tend to be more brand loyal than goods consumers because

A. More choices are available
B. Brand loyalty lowers the amount of perceived risk
C. Each service provider provides many brands
D. Location of the provider is the major driver in the consumer selection process
Answer» B. Brand loyalty lowers the amount of perceived risk
185.

Competitor intelligence should be gathered

A. Once a year.
B. Twice a year.
C. Continuously
D. When competition is more.
Answer» C. Continuously
186.

Which of the following is not a benefit of customer satisfaction?

A. The firm is more insulated from price competition.
B. The firm provides a positive work environment for its employees
C. Positive word-of-mouth is generated from satisfied customers
D. Satisfied customers make purchases more frequently
Answer» B. The firm provides a positive work environment for its employees
187.

The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for?

A. New competitors entering the marketplace
B. Advances in the internet
C. Heightened customer expectations
D. Advances in e-commerce.
Answer» A. New competitors entering the marketplace
188.

The zone of tolerance is defined by the difference between

A. Expected service and desired service.
B. Predicted service and desired service
C. Desired service and adequate service.
D. Predicted service and perceived service
Answer» D. Predicted service and perceived service
189.

Customers ultimately determine the services by……………..

A. The type of competitors.
B. The levels of marketing effectiveness and operational efficiency
C. The cycle of fluctuations
D. The price of the competitors.
Answer» B. The levels of marketing effectiveness and operational efficiency
190.

During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need

A. Interactional
B. Ethical.
C. Social.
D. Procedural
Answer» C. Social.
191.

Soft technologies refer to

A. Flexible rules that can be bent to meet customer needs.
B. The personal touches that ultimately lead to customer satisfaction.
C. Guidelines that permit employee empowerment
D. Hardware that facilitates the production of a standardized
Answer» B. The personal touches that ultimately lead to customer satisfaction.
192.

The __________ is calculated by dividing the activity time by the number of locations at which the activity is performed.

A. Service cost per meal
B. Maximum output per hour
C. Process time.
D. Activity time.
Answer» C. Process time.
193.

Which of the following is not a step in the construction process of a service blueprint?

A. Obtaining scripts from both customers and employees
B. Segmenting customers based on the content of the script.
C. Identify steps in the process where the system can go awry.
D. Calculating the time frame for the service execution.
Answer» C. Identify steps in the process where the system can go awry.
194.

A volume-oriented positioning strategy is achieved by

A. Reducing divergence.
B. Increasing complexity
C. Reducing complexity.
D. Increasing divergence
Answer» D. Increasing divergence
195.

A buyers 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 and energy cost
D. Service value and monetary cost.
Answer» D. Service value and monetary cost.
196.

Total customer value consists of all of the following components except

A. Product value.
B. Service value.
C. Image value
D. Personnel value.
Answer» D. Personnel value.
197.

Total customer cost consists of all of the following components except

A. Monetary cost
B. Social cost.
C. Time cost.
D. Energy cost.
Answer» B. Social cost.
198.

Which of the following statements about the pricing of services (compared to the pricing of goods) is false?

A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services
C. Comparing prices of competitors is more difficult for service consumers.
D. Self-service is a viable competitive alternative.
Answer» D. Self-service is a viable competitive alternative.
199.

__________ is a firm view toward planning its operations according to market needs

A. Marketing orientation
B. Marketing functions.
C. Marketing department.
D. Marketing forecast.
Answer» A. Marketing orientation
200.

Which of the following is not a criterion for effective price discrimination?

A. The segments should be identifiable, and a mechanism must exist to price them differently.
B. Different groups of consumers should have similar responses to price.
C. Segments should be large enough to be profitable
D. Incremental revenues should exceed incremental costs.
Answer» B. Different groups of consumers should have similar responses to price.
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