McqMate
These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Master of Business Administration (MBA) .
Chapters
| 51. |
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 | |
| 52. |
Service design often differs from product design for which one of these considerations? |
| A. | its life cycle |
| B. | customer interface |
| C. | cost and value |
| D. | legal environment |
| Answer» B. customer interface | |
| 53. |
The ability of a product, part or service to perform its intended function under an appropriate set of conditions is its: |
| A. | robustness. |
| B. | quality. |
| C. | appropriateness. |
| D. | reliability. |
| Answer» D. reliability. | |
| 54. |
To build a world-class service brand there are three things you will need to define or create: |
| A. | The brand's personality. |
| B. | The relationship the brand has with the target segment. |
| C. | Visual icons, symbols or other representations of the brand such as the logo or a character. |
| D. | All the above. |
| Answer» D. All the above. | |
| 55. |
Service marketers consider which of the following? |
| A. | People, Products Process. |
| B. | People/Participants, Physical evidence, Process. |
| C. | Participants, Physical evidence, Products |
| D. | People/Participants, Physical evidence, Placement. |
| Answer» B. People/Participants, Physical evidence, Process. | |
| 56. |
Three types of customer expectations can be identified: |
| A. | Fuzzy expectations, Explicit expectations, Implicit expectations |
| B. | Internal expectations; Explicit expectations, Implicit expectations. |
| C. | Internal expectations, External expectations, Implicit expectations. |
| D. | None of the above |
| Answer» A. Fuzzy expectations, Explicit expectations, Implicit expectations | |
| 57. |
Perceived Service Quality concept includes which of the following? |
| A. | Credibility, Security, Process |
| B. | Courtesy, Access, Choice |
| C. | Access, Service, Communication |
| D. | Reliability, Courtesy, Communication |
| Answer» D. Reliability, Courtesy, Communication | |
| 58. |
Quality Gaps include: |
| A. | The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap |
| B. | The Service Delivery Gap, The Market Communication Gap; The Information Gap |
| C. | The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap |
| D. | The Service Delivery Gap, The Management Perception Gap, The implementation Gap |
| Answer» C. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap | |
| 59. |
The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true? |
| A. | An increase in corporate costs |
| B. | Bad word of mouth |
| C. | A negative impact on corporate or local image |
| D. | Negatively confirmed quality |
| Answer» A. An increase in corporate costs | |
| 60. |
The Zone of Tolerance concept assumes: |
| A. | That customers can tolerate a variation in the real experiences and still consider them acceptable. |
| B. | That customers do not have expectations of a service attribute on a single level. |
| C. | That customers' expectations exist on two levels. |
| D. | All the above are true |
| Answer» D. All the above are true | |
| 61. |
The new product pricing strategy through which the companies set lower prices of services to gain large market share is classified as |
| A. | optional product pricing |
| B. | skimming pricing |
| C. | penetration pricing |
| D. | captive product pricing |
| Answer» C. penetration pricing | |
| 62. |
The pricing strategy in which prices are set lower to actual price to trigger short term sales is classified as |
| A. | promotional pricing |
| B. | short term pricing |
| C. | quick pricing |
| D. | cyclical pricing |
| Answer» A. promotional pricing | |
| 63. |
The pricing strategy in which company divides location into different sectors and charge same price for each sector is classified as |
| A. | freight on board origin pricing |
| B. | zone pricing |
| C. | basing point pricing |
| D. | uniform delivered pricing |
| Answer» B. zone pricing | |
| 64. |
The kind of reduction made to those buyers who buy large volumes of products is classified as |
| A. | cash discount |
| B. | seasonal discount |
| C. | functional discount |
| D. | quantity discount |
| Answer» D. quantity discount | |
| 65. |
The marketing services agencies includes |
| A. | Marketing consulting firms |
| B. | Media firms |
| C. | Marketing research firms |
| D. | All of above |
| Answer» D. All of above | |
| 66. |
Which of the following is not the element of traditional maketing mix |
| A. | Production |
| B. | Place |
| C. | Price |
| D. | Promotion |
| Answer» A. Production | |
| 67. |
The maintenance and business advisory services are included in |
| A. | business services |
| B. | business supplies |
| C. | industry capital items |
| D. | accessory equipment |
| Answer» A. business services | |
| 68. |
The pure tangible good and pure services are two extremes of |
| A. | market offering |
| B. | exchange of goods |
| C. | ownership |
| D. | logistic channels |
| Answer» A. market offering | |
| 69. |
The marketing services agencies |
| A. | Marketing consulting firms |
| B. | Media firms |
| C. | Marketing research firms |
| D. | All of above d |
| Answer» D. All of above d | |
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