Q181
Open questionServices cannot be stored. This describes the ___________characteristic of services.
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Management · all questionsMarketing
Marketing
practice.
Practice every MCQ with options. Use Show answers when you want the correct option and solution.
589
Questions
10/30
Page
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Q182
Open questionExamples of pure tangible goods include all of the following EXCEPT:
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Q183
Open question__________describes the employee’s skills in serving the client.
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Q184
Open questionSSTS refers to __________.
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Q185
Open question_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
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Q186
Open questionTop firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
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Q187
Open questionThe services a customer expects are called the ______service package.
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Q188
Open questionThe fact that a business traveller 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:
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Q189
Open questionAdded features to an offering are called _________ service features.
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Q190
Open questionThe intangibility of services has implications for the choice of _________.
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Q191
Open question__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
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Q192
Open questionSuccessful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
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Q193
Open questionIf a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
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Q194
Open questionAccording to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
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Q195
Open questionThe extended marketing mix for services includes: People, Processes and _________.
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Q196
Open questionWhich of the following is not an element of physical evidence?
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Q197
Open questionWhich of the following is not an element of people?
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Q198
Open questionStandardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called –
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Q199
Open question__________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
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Q200
Open questionAll human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
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