Chapter:

60+ Unit 1 Solved MCQs

in Services Marketing

These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Master of Business Administration (MBA) .

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Chapter: Unit 1

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

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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

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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

discuss

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

discuss

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

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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

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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.

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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

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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.

discuss

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

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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.

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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

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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

discuss

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

discuss

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

discuss

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

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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

discuss

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

discuss

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

discuss

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60+ Unit 1 Solved MCQs

Perceived Service Quality concept includes which of the following?

Quality Gaps include:

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?

The four unique elements to services include:

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?

The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing?

The most basic level of a product is called the:

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

The solution to price competition is to develop a differentiated:

Which of the following statements are incorrect?

When a music concert is recorded in a CD, which of the following sentences are correct?

Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is

Services marketing area is an attractive area of study in India because:

You watch the mountains while travelling in a bus from one city to another. This is an example of

Servicescape refers to:

In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called

Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools?

High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is

The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are: