| 1. |
Which of the following sets of terms best describes a service? |
| A. | Objects, devices, and performances |
| B. | Effort, objects, and deeds |
| C. | Things, devices, and performances |
| D. | Deeds, effort, and performances |
| Answer» D. Deeds, effort, and performances | |
| 2. |
Businesses such as fast food restaurants would fall where along the Scale of Market Entities? |
| A. | On the extreme end of the intangible-dominant side |
| B. | On the extreme end of the intangible-dominant side |
| C. | In the middle of the continuum |
| D. | Left of the middle towards the tangible-dominant side |
| Answer» C. In the middle of the continuum | |
| 3. |
Which of the following fields would be least likely to be described as intangible-dominant? |
| A. | Manufacturing |
| B. | Education |
| C. | Insurance |
| D. | Banking |
| Answer» A. Manufacturing | |
| 4. |
Which of the following statements is not true? |
| A. | Service knowledge is obtained differently than goods knowledge. |
| B. | Firms that define their businesses too narrowly have developed marketing myopia. |
| C. | Goods are tangible-dominant. |
| D. | All of the above are true. |
| Answer» D. All of the above are true. | |
| 5. |
The demand for services marketing knowledge has increased for all of the following reasons except: |
| A. | The tremendous growth in service-sector employment |
| B. | Increasing service-sector contributions to the world economy |
| C. | The deregulation of many service industries |
| D. | The decline in service sector jobs |
| Answer» D. The decline in service sector jobs | |
| 6. |
Which linkage within The Service Triangle reflects the ease with which a customer uses a bank's ATM? |
| A. | The systems--the customer |
| B. | The service strategy--the customer |
| C. | The systems--the people |
| D. | The service strategy--the systems |
| Answer» D. The service strategy--the systems | |
| 7. |
The market-focused management model, supported by the service triangle, is based on the belief that: |
| A. | Front-line personnel tend to be more knowledgeable |
| B. | Employees want to do good work |
| C. | Customer satisfaction is related to employee turnover |
| D. | A new accounting measures should be used |
| Answer» A. Front-line personnel tend to be more knowledgeable | |
| 8. |
Services are characterized by all of the following characteristics except for: |
| A. | Intangibility |
| B. | Homogeneity |
| C. | Perishability |
| D. | Heterogeneity |
| Answer» D. Heterogeneity | |
| 9. |
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. | Homogeneity |
| D. | Perishability |
| Answer» B. Inseparability | |
| 10. |
Which of the following is a marketing problem caused by intangibility? |
| A. | Services have no costs of goods sold. |
| B. | The consumer is involved in the production process. |
| C. | Other consumers are involved in the production process. |
| D. | Service standardization and quality control are difficult to achieve. |
| Answer» B. The consumer is involved in the production process. | |
| 11. |
Possible solutions that minimize the problems caused by intangibility include all of the following except: |
| A. | The use of tangible clues. |
| B. | The effective management of consumers. |
| C. | The creation of a strong organizational image. |
| D. | The use of personal sources of information. |
| Answer» C. The creation of a strong organizational image. | |
| 12. |
Marketing problems caused by inseparability include all of the following except for: |
| A. | The service provides 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» A. The service provides physical connection to the service. | |
| 13. |
Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction? |
| A. | Higher demand than maximum available supply |
| B. | Higher demand than optimal supply levels |
| C. | Lower demand than optimal supply levels |
| D. | All of the above scenarios result in customer dissatisfaction |
| Answer» D. All of the above scenarios result in customer dissatisfaction | |
| 14. |
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» A. The use of creative pricing strategies | |
| 15. |
Which of the following strategies increases the supply of service available to consumers? |
| A. | Increasing consumer participation |
| B. | The use of creative pricing strategies |
| C. | The use of reservation systems |
| D. | Developing complementary services |
| Answer» D. Developing complementary services | |
| 16. |
The perishability-related strategy that may sometimes be associated with consumer feelings that the service firm may be attempting to distance itself from consumers is: |
| A. | The use of reservation systems |
| B. | Training public contact personnel |
| C. | The use of third-parties to conduct service transactions |
| D. | Increasing the amount of consumer participation |
| Answer» B. Training public contact personnel | |
| 17. |
Which one of the following strategies is used to alter consumer demand? |
| A. | Increasing consumer participation |
| B. | Utilizing third parties |
| C. | Utilizing creative pricing strategies |
| D. | Sharing capacity |
| Answer» C. Utilizing creative pricing strategies | |
| 18. |
Which of the following would not be considered a tangible clue? |
| A. | The quality of instruction in an educational setting |
| B. | The appearance of employees |
| C. | The appearance of the firm's physical facilities |
| D. | The quality of paper stock use to produce a firm's brochures |
| Answer» D. The quality of paper stock use to produce a firm's brochures | |
| 19. |
The service sector that is the fastest growing sector in terms of employment is: |
| A. | Wholesale and retail trade |
| B. | Transportation and warehousing |
| C. | Financial activities |
| D. | Professional and business services |
| Answer» C. Financial activities | |
| 20. |
Which of the following features separate services from products? i. Perishability ii Intangibility iii Reliability iv Inseparability |
| A. | Only ii |
| B. | i, ii and iii |
| C. | i, ii and iv |
| D. | ii, iii, and iv |
| Answer» B. i, ii and iii | |
| 21. |
Which of the following attributes of services make it difficult for a service provider to evaluate them when compared to goods? |
| A. | High search and experience quality |
| B. | High experience and credence quality |
| C. | High credence and search quality |
| D. | Both b and c |
| Answer» B. High experience and credence quality | |
| 22. |
Classification of products into goods, services, and ideas is determined by the: |
| A. | Degree of labour intensiveness. |
| B. | Type of markets. |
| C. | Dominant component. |
| D. | Skill of the service provider. |
| Answer» C. Dominant component. | |
| 23. |
Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and |
| A. | Degree of competition within the service industry. |
| B. | Goal of the service provider. |
| C. | Market share of the service provider. |
| D. | Employee structure of the service provider. |
| Answer» A. Degree of competition within the service industry. | |
| 24. |
The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services. |
| A. | Low-contact |
| B. | Equipment-based |
| C. | Industrial |
| D. | Nonprofessional |
| Answer» D. Nonprofessional | |
| 25. |
The necessary interaction between service provider and customer that allows a service to be delivered is called |
| A. | Customer contact. |
| B. | Service exchange. |
| C. | Marketing |
| D. | Relationship marketing. |
| Answer» D. Relationship marketing. | |
| 26. |
A problem encountered by service companies that change high-contact services into lowcontact services is that the |
| A. | Service becomes more expensive to deliver. |
| B. | Quality of the service usually declines. |
| C. | Service becomes less personaliz |
| Answer» C. Service becomes less personaliz | |
| 27. |
What is the 5th unique characteristic of service markets? 1. Lack of ownership 2. Intangibility 3. Inseparability |
| A. | Protractability |
| B. | Serviceability |
| C. | Homogeneity |
| D. | Perishability |
| Answer» A. Protractability | |
| 28. |
Which of the following statements is correct? |
| A. | Marketing is the term used to refer only to the sales function within a firm. |
| B. | Marketing managers don't usually get involved in production or distribution decisions. |
| C. | Marketing is an activity that considers only the needs of the organization; not the needs of society as a whole. |
| D. | It is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. |
| Answer» B. Marketing managers don't usually get involved in production or distribution decisions. | |
| 29. |
Select name of the country having maximum percent of GDP attributed to services |
| A. | United States |
| B. | China |
| C. | Germany |
| D. | India |
| Answer» D. India | |
| 30. |
Which of the following is not an element of physical evidence? |
| A. | Employee dress |
| B. | Employee Training |
| C. | Equipment |
| D. | Facility design |
| Answer» D. Facility design | |
| 31. |
Which of the following is not an element of People? |
| A. | Motivation |
| B. | Teamwork |
| C. | Flow of activities |
| D. | Customer training |
| Answer» B. Teamwork | |
| 32. |
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 | |
| 33. |
Professionals such as Doctors, Lawyers or Photographers often charge for missed appointments |
| A. | Services are inseparable from their providers |
| B. | Services cannot be inventoried |
| C. | They prefer to avoid such clients |
| D. | To reduce their workload |
| Answer» C. They prefer to avoid such clients | |
| 34. |
The key difference between goods and services is: |
| A. | People |
| B. | Production costs |
| C. | Intangibility of services |
| D. | Recruitment policy |
| Answer» B. Production costs | |
| 35. |
The characteristic of services marketing that it cannot be saved, stored, resold, or returned is known as: |
| A. | Marketing |
| B. | Price |
| C. | Promotion |
| D. | Advertisement |
| Answer» C. Promotion | |
| 36. |
An e-mail service is a good example of |
| A. | People processing service |
| B. | Information processing service |
| C. | Mental Stimulus processing service |
| D. | Technology processing service |
| Answer» D. Technology processing service | |
| 37. |
No two services are precisely alike. This characteristic is known as: |
| A. | Selling |
| B. | Production |
| C. | Heterogeneity |
| D. | Consumption |
| Answer» B. Production | |
| 38. |
The main characteristic of Service is________ |
| A. | Non-existence |
| B. | Balanced scorecard |
| C. | Age and Lifecycle |
| D. | Intangibility |
| Answer» C. Age and Lifecycle | |
| 39. |
A ___________ is a form of product that consists of activities, benefits, orsatisfactions offered for sale that are essentially intangible and do not result in the ownership ofanything. |
| A. | Service |
| B. | Demand |
| C. | Need |
| D. | Physical object |
| Answer» D. Physical object | |
| 40. |
Distinct characteristic of services is_____________ |
| A. | Intangibility |
| B. | Inseparability |
| C. | Variability |
| D. | Perishability |
| Answer» A. Intangibility | |
| 41. |
All of the following are examples of services EXCEPT: |
| A. | Banking |
| B. | Hotels and motels. |
| C. | Tax preparation. |
| D. | Computer software. |
| Answer» A. Banking | |
| 42. |
Services are typically produced and consumed simultaneously. This is an example of the________characteristic of services. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Simultaneously |
| Answer» D. Simultaneously | |
| 43. |
Services cannot be stored. This describes the ___________characteristic of services. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Inconsistency |
| Answer» C. Inseparability | |
| 44. |
__________describes the employee’s skills in serving the client. |
| A. | Internal Marketing |
| B. | External Marketing |
| C. | Relationship marketing |
| D. | Interactive marketing |
| Answer» D. Interactive marketing | |
| 45. |
SSTS refers to __________ |
| A. | Service Standards Testing |
| B. | Self- Service Technologies |
| C. | Standard Service Technologies |
| D. | Self Service Treatments |
| Answer» D. Self Service Treatments | |
| 46. |
_____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event. |
| A. | Hybrid offer |
| B. | Core service |
| C. | Augmented or ancillary product |
| D. | Experience |
| Answer» B. Core service | |
| 47. |
Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers. |
| A. | Customer satisfier |
| B. | Customer complaint |
| C. | Voice of the customer |
| D. | Psychological |
| Answer» D. Psychological | |
| 48. |
The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service: |
| A. | Intangibility |
| B. | Inseparability |
| C. | Variability |
| D. | Perishability |
| Answer» C. Variability | |
| 49. |
Service marketers consider which of the following? |
| A. | People/Participants, Physical evidence, Placement. |
| B. | Participants, Physical evidence, Products |
| C. | People, Products Process. |
| D. | People/Participants, Physical evidence, Process. |
| Answer» D. People/Participants, Physical evidence, Process. | |
| 50. |
Three types of customer expectations can be identified: |
| A. | Internal expectations; Explicit expectations, Implicit expectations. |
| B. | Fuzzy expectations, Explicit expectations, Implicit expectations |
| C. | Internal expectations, External expectations, Implicit expectations. |
| D. | none |
| Answer» B. Fuzzy expectations, Explicit expectations, Implicit expectations | |
| 51. |
Perceived Service Quality concept includes which of the following? |
| A. | Credibility, Security, Process |
| B. | Access, Service, Communication |
| C. | Reliability, Courtesy, Communication |
| D. | Courtesy, Access, Choice |
| Answer» C. Reliability, Courtesy, Communication | |
| 52. |
Quality Gaps include: |
| A. | The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap |
| B. | The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap |
| C. | The Service Delivery Gap, The Market Communication Gap; The Information Gap |
| D. | The Service Delivery Gap, The Management Perception Gap, The implementation Gap |
| Answer» A. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap | |
| 53. |
The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true? |
| A. | An increase in corporate costs |
| B. | A negative impact on corporate or local image |
| C. | Bad word of mouth |
| D. | Negatively confirmed quality |
| Answer» A. An increase in corporate costs | |
| 54. |
The four unique elements to services include: |
| A. | Independence, intangibility, inventory, and inception |
| B. | Independence, increase, inventory, and intangibility |
| C. | Intangibility, inconsistency, inseparability, and inventory |
| D. | Intangibility, independence, inseparability, and inventory |
| Answer» C. Intangibility, inconsistency, inseparability, and inventory | |
| 55. |
Listing alternatives that will solve the problem at hand and determining the characteristics of each occurs during which stage of the final consumer’s decision process? |
| A. | Information search |
| B. | Purchase |
| C. | Evaluation of alternatives |
| D. | Post purchase |
| Answer» C. Evaluation of alternatives | |
| 56. |
The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing? |
| A. | product |
| B. | exchange |
| C. | production |
| D. | customer |
| Answer» B. exchange | |
| 57. |
The most basic level of a product is called the: |
| A. | core product. |
| B. | central product. |
| C. | fundamental product. |
| D. | augmented product. |
| Answer» A. core product. | |
| 58. |
Whether to sell via intermediaries or directly to consumers, how many outlets to sell through, and whether to control or cooperate with other channel members are examples of decisions marketers must make about |
| A. | Promotion |
| B. | Price |
| C. | Distribution |
| D. | Product |
| Answer» C. Distribution | |
| 59. |
The solution to price competition is to develop a differentiated: |
| A. | product, price, and promotion. |
| B. | offer, delivery, and image. |
| C. | package and label. |
| D. | international Web site. |
| Answer» B. offer, delivery, and image. | |
| 60. |
Which of the following statements are incorrect? |
| A. | Services are intangible |
| B. | Services are perishable |
| C. | Services can be co‐produced with customers |
| D. | Services are invariable |
| Answer» D. Services are invariable | |
| 61. |
When a music concert is recorded in a CD, which of the following sentences are correct? |
| A. | The CD becomes a service |
| B. | The CD becomes a service product |
| C. | The CD becomes both neither product nor service |
| D. | The concert and the CD together become a service with a tangible product. |
| Answer» D. The concert and the CD together become a service with a tangible product. | |
| 62. |
Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is |
| A. | incorrect |
| B. | correct |
| C. | somewhat correct |
| D. | none of the above |
| Answer» B. correct | |
| 63. |
Services marketing area is an attractive area of study in 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 | |
| 64. |
You watch the mountains while travelling in a bus from one city to another. This is an example of |
| A. | superior service quality |
| B. | by‐service |
| C. | waste service |
| D. | augmented service |
| Answer» B. by‐service | |
| 65. |
Servicescape refers to: |
| A. | service landscape |
| B. | service factory |
| C. | place where the service is delivered |
| D. | beautiful service landscape |
| Answer» C. place where the service is delivered | |
| 66. |
In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called |
| A. | feedback |
| B. | feed‐forward |
| C. | how and why specifications |
| D. | none of the above |
| Answer» B. feed‐forward | |
| 67. |
Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools? |
| A. | SWOT |
| B. | PEST |
| C. | TOWS |
| D. | None of the above |
| Answer» B. PEST | |
| 68. |
High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is |
| A. | High‐Tech products |
| B. | High‐Tech services |
| C. | Low‐tech products |
| D. | Low‐tech services |
| Answer» A. High‐Tech products | |
| 69. |
The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are: |
| A. | bit‐based |
| B. | atom‐based |
| C. | molecule‐based |
| D. | none of the above |
| Answer» A. bit‐based | |
| 70. |
Who has developed the GASs Model? |
| A. | Zeithmal and Bitner |
| B. | Zeithmal and Berry |
| C. | Zeithmal, Parsuraman and Bitner |
| D. | Zeithmal, Parsuraman and Berry |
| Answer» C. Zeithmal, Parsuraman and Bitner | |
| 71. |
_____ extended the GAPs Model by _____ GAPs. |
| A. | ArashShahin; 2 |
| B. | Dwayne D Gremler; 2 |
| C. | ArashShahin; 3 |
| D. | Dwayne D Gremler; 3 |
| Answer» C. ArashShahin; 3 | |
| 72. |
_______ are attributes that can be discerned only after purchase or during consumption |
| A. | Search Qualities |
| B. | Experience Qualities |
| C. | Credence Qualities |
| D. | None of the above |
| Answer» A. Search Qualities | |
| 73. |
______ are attributes that a customer might find difficult to evaluate even after production or consumption. |
| A. | Search Qualities |
| B. | Experience Qualities |
| C. | Credence Qualities |
| D. | None of the above |
| Answer» C. Credence Qualities | |
| 74. |
The highest level of Customer Expectation is _____ |
| A. | Ideal Expectation |
| B. | Normative Expectation |
| C. | Acceptable Expectation |
| D. | None of the above |
| Answer» C. Acceptable Expectation | |
| 75. |
Which of the following factors does not influence adequate service? |
| A. | Lasting service intensifiers |
| B. | Temporary service intensifiers |
| C. | Self-perceived service role |
| D. | None of the above |
| Answer» A. Lasting service intensifiers | |
| 76. |
Which of the following does not contribute to Predicted Service? |
| A. | Word of mouth |
| B. | Past experience |
| C. | Personal needs |
| D. | Implicit service promises |
| Answer» A. Word of mouth | |
| 77. |
______ dimension of service quality refers to the employees’ knowledge and courtesy and their ability to inspire trust and confidence. |
| A. | Reliability |
| B. | Assurance |
| C. | Responsiveness |
| D. | None of the above |
| Answer» B. Assurance | |
| 78. |
Who formulated the SERVQUAL Scale? |
| A. | Zeithmal and Bitner |
| B. | Zeithmal and Berry |
| C. | Zeithmal, Parsuraman and Bitner |
| D. | Zeithmal, Parsuraman and Berry |
| Answer» C. Zeithmal, Parsuraman and Bitner | |
| 79. |
______ are customers who have an above average propensity to complain. |
| A. | Irates |
| B. | Voicers |
| C. | Activists |
| D. | None of the above |
| Answer» B. Voicers | |
| 80. |
The gap between a customer’s desired service expectation and the adequate service expectation is |
| A. | Zone of tolerance |
| B. | Predicted service expectation |
| C. | Derived service expectation |
| D. | Implicit service promise |
| Answer» C. Derived service expectation | |
| 81. |
The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: - |
| A. | Assurance |
| B. | Responsiveness |
| C. | Empathy |
| D. | Reliability |
| Answer» C. Empathy | |
| 82. |
When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______. |
| A. | Standard gap |
| B. | Service performance gap |
| C. | Communication gap |
| D. | Market information gap |
| Answer» A. Standard gap | |
| 83. |
A consumer has taken a club membership for his entire family. What kind of needs does he hope to fulfill by availing the club’s services? |
| A. | Self actualization needs |
| B. | Security needs |
| C. | Social needs |
| D. | Physiological needs |
| Answer» C. Social needs | |
| 84. |
Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter? |
| A. | Spontaneity |
| B. | Image |
| C. | Empathy |
| D. | Recovery |
| Answer» C. Empathy | |
| 85. |
A consumer took a decision to undergo painting classes. Which need is he intending to satisfy by doing so? |
| A. | Ego |
| B. | Psychological |
| C. | Self-actualization |
| D. | None of the above |
| Answer» B. Psychological | |
| 86. |
Personal services like tooth whitening and plastic surgery satisfy ____ needs of a person. |
| A. | Ego |
| B. | Psychological |
| C. | Self-actualization |
| D. | Safety |
| Answer» D. Safety | |
| 87. |
Which of the following is not a evidence of service as experienced by the customer? |
| A. | People |
| B. | Process |
| C. | Procedure |
| D. | Physical Evidence |
| Answer» B. Process | |
| 88. |
A service guarantee must not be _____ |
| A. | Conditional |
| B. | Meaningful |
| C. | Easy to invoke |
| D. | Easy to communicate |
| Answer» C. Easy to invoke | |
| 89. |
Out of the following circumstances, a service guarantee should be used when: - |
| A. | Service quality is truly uncontrollable |
| B. | Customers perceive high risk in the service |
| C. | Guarantee does not fit the company’s image |
| D. | Existing service quality in the company is poor |
| Answer» B. Customers perceive high risk in the service | |
| 90. |
Which amongst the following is a dimension of credence qualities? |
| A. | Competence |
| B. | Communications |
| C. | Tangibility |
| D. | Responsiveness |
| Answer» A. Competence | |
| 91. |
Which of the following is true as per Pareto’s rule? |
| A. | 15% of customers generate 75% of the revenues of an organization. |
| B. | 20% of customers generate 80% of the revenues of an organization. |
| C. | 30% of customers generate 85% of the revenues of an organization. |
| D. | 15% of customers generate 90% of the revenues of an organization. |
| Answer» A. 15% of customers generate 75% of the revenues of an organization. | |
| 92. |
Identify the risk that arises from a bad product/service choice, that harms one’sself image. |
| A. | Psychological risk |
| B. | Physical risk |
| C. | Social risk |
| D. | Time risk |
| Answer» B. Physical risk | |
| 93. |
The ability of the service provider to accurately perform the promised service is referred to as: - |
| A. | Assurance |
| B. | Responsiveness |
| C. | Reliability |
| D. | Tangibles |
| Answer» A. Assurance | |
| 94. |
Which of the following is not an external factor that influences consumer behavior? |
| A. | Social class |
| B. | Culture |
| C. | Service personnel behavior |
| D. | Reference groups |
| Answer» C. Service personnel behavior | |
| 95. |
Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter? |
| A. | Spontaneity |
| B. | Image |
| C. | Empathy |
| D. | Recover |
| Answer» A. Spontaneity | |
| 96. |
……….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 | |
| 97. |
Which of the following is difficult to evaluate? |
| A. | Jewellery |
| B. | Auto repair |
| C. | Furniture |
| D. | Clothing |
| Answer» B. Auto repair | |
| 98. |
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 | |
| 99. |
The level of service consumers actually expect from a service firm is the: |
| A. | Adequate service level. |
| B. | Desired service level. |
| C. | Ideal service level. |
| D. | Predicted service level |
| Answer» D. Predicted service level | |
| 100. |
Consumer behaviour is a term that refers to |
| A. | Organizational and institutional buying behaviour |
| B. | Organizational and consumer buying behaviour |
| C. | Commercial and government buying behaviour |
| D. | Individual and/or household buying behavior |
| Answer» D. Individual and/or household buying behavior | |