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MCQs

Total Questions : 485 | Page 9 of 49 pages
Question 81. Research has shown that younger and higher income customers are more likely to use __________ channels.
  1.    self-service
  2.    single site
  3.    Personal
  4.    Impersonal
 Discuss Question
Answer: Option A. -> self-service
Question 82. What is the sequence of steps for the service recovery process?
  1.    Anticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends
  2.    Acknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives
  3.    Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs
  4.    Acknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs
 Discuss Question
Answer: Option C. -> Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs
Question 83. __________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.
  1.    Multi-site expansion
  2.    Sub-contracting
  3.    Franchising
  4.    Company-owned expansion
 Discuss Question
Answer: Option C. -> Franchising
Question 84. __________ are the only service distributors which o not require direct human interactions.
  1.    Electronic channels
  2.    SSTS
  3.    Direct service channels
  4.    Speculative channels
 Discuss Question
Answer: Option A. -> Electronic channels
Question 85. _________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
  1.    Customer satisfaction
  2.    Negative disconfirmation
  3.    Positive disconfirmation
  4.    Service quality
 Discuss Question
Answer: Option D. -> Service quality
Question 86. The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as
  1.    Customer profitability management
  2.    Cost of service delivery
  3.    Segmented pricing
  4.    Revenue management
 Discuss Question
Answer: Option D. -> Revenue management
Question 87. Which of the following statements pertaining to the SERVQUAL scale is correct?
  1.    SERVQUAL compares perceptions to what customers would normally expect
  2.    SERVQUAL is a 22-item scale
  3.    SERVQUAL consists of four service quality dimensions
  4.    SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
 Discuss Question
Answer: Option D. -> SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
Question 88. Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?
  1.    tangibles
  2.    employee satisfaction
  3.    responsiveness
  4.    assurance
 Discuss Question
Answer: Option B. -> employee satisfaction
Question 89. How many type of price discriminations are there?
  1.    1
  2.    3
  3.    2
  4.    4
 Discuss Question
Answer: Option B. -> 3
Question 90. The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
  1.    tangibles
  2.    employee satisfaction
  3.    responsiveness
  4.    assurance
 Discuss Question
Answer: Option D. -> assurance

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