Service Marketing MCQs and Notes

G

Gopal Sharma • 38.32K Points
Coach

Q 31. In the simplest terms, _____ are deeds, processes and performances.

(A) Attributes
(B) Experiences
(C) Services
(D) Benefits

V

Vinay • 28.75K Points
Instructor II

Q 32. Tata Sky is the joint venture of Tata and …………….

(A) Sony
(B) Star
(C) IBN
(D) Zee

R

Ranjeet • 34.60K Points
Instructor I

Q 33. 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

R

Ram Sharma • 193.86K Points
Coach

Q 34. ……………are the only service distributors which do not require direct human interactions.

(A) Electronic Channels
(B) SSTs
(C) Direct Service Channels
(D) Speculative channels

R

Ranjeet • 34.60K Points
Instructor I

Q 35. SSTs stands for…….

(A) Stable Service Technologies
(B) Social Service Technologies
(C) Smart Service Technologies
(D) Self Service Technologies

R

Ranjeet • 34.60K Points
Instructor I

Q 36. “…….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

R

Ram Sharma • 193.86K Points
Coach

Q 37. ………………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

S

Shiva Ram • 30.44K Points
Instructor I

Q 38. ………………..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

V

Vikash Gupta • 33.56K Points
Instructor I

Q 39. …………..is defined a the caring, individualized attention that the firm provides its customers.

(A) Empathy
(B) Responsiveness
(C) Sympathy
(D) Assurance

R

Rakesh Kumar • 28.44K Points
Instructor II

Q 40. 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

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