MCQs
Total Questions : 485
| Page 48 of 49 pages
Answer: Option E. -> Perishability
Services cannot be stored. This describes the perishability characteristic of services. Perishability is used in marketing to describe the way in which a service capacity cannot be stored for sale in the future. Services cannot be stored, saved, returned, or resold once they have been used. Once rendered to a customer, the service is completely consumed and cannot be delivered to another customer.
Services cannot be stored. This describes the perishability characteristic of services. Perishability is used in marketing to describe the way in which a service capacity cannot be stored for sale in the future. Services cannot be stored, saved, returned, or resold once they have been used. Once rendered to a customer, the service is completely consumed and cannot be delivered to another customer.
Answer: Option D. -> Interactive marketing
Interactive marketing describes the employee’s skills in serving the client. Interactive marketing is a one to one marketing process that reacts and changes based on the actions of individual customers and prospects.
Interactive marketing describes the employee’s skills in serving the client. Interactive marketing is a one to one marketing process that reacts and changes based on the actions of individual customers and prospects.
Answer: Option B. -> Self- Service Technologies
SSTS refers to Self- Service Technologies. Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.
SSTS refers to Self- Service Technologies. Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.
Answer: Option B. -> Tax preparation
Examples of pure tangible goods include all of the following EXCEPT Tax preparation. Marketing a service or intangible product takes creativity because you are trying to sell something a customer cannot physically see, smell, touch or taste. Intangible products and services include things like insurance policies, tax preparation services and cell phone service contracts.
Examples of pure tangible goods include all of the following EXCEPT Tax preparation. Marketing a service or intangible product takes creativity because you are trying to sell something a customer cannot physically see, smell, touch or taste. Intangible products and services include things like insurance policies, tax preparation services and cell phone service contracts.
Answer: Option D. -> Experience
An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, goods tangible, services intangible, and experiences memorable.
An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, goods tangible, services intangible, and experiences memorable.
Answer: Option A. -> core services flow
In a services context, distribution embraces all of the following elements EXCEPT core services flow. Distribution is the process of making a product or service available for the consumer or business user who needs it.
In a services context, distribution embraces all of the following elements EXCEPT core services flow. Distribution is the process of making a product or service available for the consumer or business user who needs it.
Answer: Option B. -> service recovery
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.
Answer: Option C. -> non-instrumental and ostensive
Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party".
Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party".
Answer: Option A. -> Reliability, responsiveness, assurance, empathy, tangibles
Reliability, responsiveness, assurance, empathy and tangibles are the five principle dimensions to judge service quality.
Reliability, responsiveness, assurance, empathy and tangibles are the five principle dimensions to judge service quality.
Answer: Option A. -> Desired service, adequate service
The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.
The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.
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