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MCQs

Total Questions : 485 | Page 8 of 49 pages
Question 71. The moments of interaction between the customer and the service firm are called:
  1.    Servuction junction
  2.    critical incidents
  3.    core service failures
  4.    service recovery
 Discuss Question
Answer: Option B. -> critical incidents
Question 72. Services that do not meet customer expectations are called:
  1.    service failures
  2.    critical incidents
  3.    Servuction failures
  4.    service recovery
 Discuss Question
Answer: Option A. -> service failures
Question 73. The difference between desired service and the level of service considered adequate is known as
  1.    Service quality
  2.    Tolerance zone
  3.    GAP
  4.    SERQUAL
 Discuss Question
Answer: Option B. -> Tolerance zone
Question 74. Service failures involving problematic customer include _________.
  1.    uncooperative customers
  2.    breaking company policies
  3.    verbal and physical abuse
  4.    all of the above
 Discuss Question
Answer: Option D. -> all of the above
Question 75. What are the five principle dimensions to judge service quality?
  1.    Reliability, responsiveness, assurance, empathy, tangibles
  2.    Reliability, response, assurance, empathy, tangibles
  3.    Reliability, responsiveness, assurance, empathy, targets
  4.    Reliability, responsiveness aspects, empathy, tangibles
 Discuss Question
Answer: Option A. -> Reliability, responsiveness, assurance, empathy, tangibles
Question 76. A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
  1.    service recovery paradox
  2.    service recovery
  3.    critical incident
  4.    moment of truth
 Discuss Question
Answer: Option B. -> service recovery
Question 77. Consumer complaints tend to be:
  1.    instrumental and ostensive
  2.    instrumental and reflexive
  3.    non-instrumental and ostensive
  4.    non-instrumental and reflexive
 Discuss Question
Answer: Option C. -> non-instrumental and ostensive
Question 78. The difference between which two expectation standards is the zone of tolerance?
  1.    Desired service, adequate service
  2.    Professional service, adequate service
  3.    Desired Service, optimal service
  4.    Desired service, advance service
 Discuss Question
Answer: Option A. -> Desired service, adequate service
Question 79. In a services context, distribution embraces all of the following elements EXCEPT ___________.
  1.    core services flow
  2.    product flow
  3.    information and promotion flow
  4.    negotiation flow
 Discuss Question
Answer: Option A. -> core services flow
Question 80. Which is a type of auction?
  1.    Open descending
  2.    Open close
  3.    Sealed price
  4.    Sealed ascending
 Discuss Question
Answer: Option A. -> Open descending

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