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Services Marketing Quiz
Services Marketing Quiz
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1
Based on this slogan, "You’re in good hands with Allstate.” Which dimension of ServQual is this emphasizing?
Reliability
Tangibility
Empathy
Assurance
2
Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.
True
False
3
Customers’ tolerance zones vary for different service attributes. The____ the factor, the __ the zone of tolerance is.
more important; wider
less important; wider
more important; narrower
less important; narrower
4
Pricing is easier when marketing services than when marketing goods.
True
False
5
Which of the following factors is NOT a factor leading to provider gap 1?
Insufficient relationship focus
Lack of upward communication
Inadequate marketing research orientation
Over-promising
6
Answer the following question:
Assurance
Reliability
Responsiveness
Tangibles
7
When consumers have problems with a Web site, they use _____ dimensions to evaluate e-service quality.
Efficiency, fulfillment, reliability, and privacy
Responsiveness, compensation, and contact
Tangibility, efficiency, and fulfillment
Empathy, efficiency, and expectations
8
Answer the following question:
Judgements
Attitudes
Expectations
Perceptions
9
Insurance companies that emphasize acquiring new customers vs retaining current customers are broadening provider gap...
Gap 1
Gap 3
Gap 4
Gap 2
10
A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.
dyadic
shared
other-self
derived service
11
As a service dimension increases, a customer's zone of tolerance _ and his or her desired and adequate service levels _
narrows; increase
widens; decrease
narrows; decrease
widens; increase
12
Answer the following question:
Recovery
Adaptability
Spontaneity
Functionality
13
Which of the following trends has directly influenced the development of services marketing concepts and strategies?
The growth in information-based technology
manufacturing firms are placing increased emphasis on providing services
The decreasing importance of service industries to the U.S.
None of the above
14
In addition to the elements of the traditional marketing mix, the expanded mix for services includes:
People, partnerships, and positioning
Personalization, procurement, and people
People, physical evidence, and process
Positioning, personalization, and process
15
Which of the following is NOT an element of the traditional marketing mix?
Place
Promotion
Product
Production
16
Due to __, serv producers find themselves playing a role as part of product itself that is essential in serv experience
Simultaneous production and consumption
Heterogeneity
Perishability
Intangibility
17
Which of the following would result in a broadening of provider gap 1?
All of the above would result in a broadening of provider gap 1
Service intermediary for a cruise wants to only sell cruises it receives $
Ski resort has an over-reliance on price to smooth demand for resort facili
insufficient research abt what its target mkt want
18
Answer the following question:
Physical evidence
product
production
process
19
Which of the following is an intangible component of a car repair shop?
customer waiting area
Replacement parts
the training the mechanic has received
employee uniform
20
Factors influencing adequate serv. expectations are _ in nature & fluctuate __ compared to desired service expectations
short-term; less
long-term; more
short-term; more
long-term; less
21
Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?
spontaneity
adaptability
credibility
recovery
22
_____ are personal and nonpersonal statements about a service made by an organization to customers
Word of mouth communications
Marketing testimonials
explicit service promises
implicit service promises
23
_____ quality refers to how a service is delivered to the customer.
Interaction
Interactive
Technical Outcome
Experiential
24
Refer to the Question below:
Gap 1
Gap 3
Gap 4
Gap 2
25
Bettie’s shop instituted a new policy for returns that states, “Happy returns. Any item, anytime.” This is an example of
marketing testimonial
implicit service promise
WOM communication
Explicit service promise
26
Which of the following is NOT an example of technical outcome quality?
An airplane arriving on time at an airport
A pest control company eradicating termites in a townhouse
The sales associate greeting a customer in a specialty clothing store
The taste of a meal at a restaurant
27
Service companies can close provider gap 2 by doing all of the following EXCEPT
Designing and using an appropriate servicescape
Using a systematic new-service development process
Improving communication between the marketing and operations departments
Developing customer-defined service standards
28
Inadequate vertical communications will broaden provider gap 4
True
False
29
Answer the following question:
Detached
Technology mediated
Remote
public
30
Ad puffery such as "The Best Pizza in the State" could lead to provider gap 4.
True
False
31
Because a product is tangible, it cannot be inventoried.
True
False
32
The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.
reliability
assurance
empathy
responsiveness
33
Answer the following question:
Her emotional state
Her perception of service quality
Her perception og equity
Poor Service Quality
34
Answer the following question:
Critical Incident Technique
Role playing experiments
mall intercept interviews
thematic apperception tests
35
Answer the following question:
Gap 4
Gap 3
Gap 2
Gap 1
36
Answer the following question:
Acceptable
Conventional
Minimum tolerable
Desired
37
Attributions influence perceptions of satisfaction with services
False
True
38
Answer the following question:
Personal Service Philosophy
Derived Service Philosophy
Augmented Service Expectations
Situational factors
39
As the number of perceived service alternatives increases, the level of adequate service __and the zone of tolerance __.
decreses; widens
decreases; narrows
increases; widens
increases; narrows
40
Answer the following question:
Heterogeniety
Perishability
Intangibility
Divisibility
41
The development of services marketing concepts has been strongly influenced by professional services like doctors.
True
False
42
Answer the following question:
His perception of equity
Poor Service Quality
His attribution for service failure
His emotional state
43
Service marketing researchers all agree that the terms satisfaction and quality are interchangeable
False
True
44
Although consumer satisfaction tends to be measured at a particular point in time (i.e. static),satisfaction is dynamic.
True
False
45
Which of the following can influence how satisfied a customer is with a service?
all of the above
product features
customers' emotions
uncontrollable situational factor
46
_______ has consistently proven to be the most important determinant of service quality.
Responsiveness
Tangibility
Reliability
Assurance
47
A company that wants to excel at responsiveness should view serv delivery & handling of requests from the company's POV.
False
True
48
Answer the following question:
How the lawyer dresses
The lawyer's use of humor and empathy
All of the above
Diplomas on the wall
49
The three basic things that customers expect from technology-based service encounters are:
Better than the alternative; color correctness; content
Color correctness; better than the alternative; flexibility of the systems
Delivery on core promise; flexibility of systems; better than alternative
Variability; delivery on the core promise; color correctness
50
Answer the following question
Normative
Functional
Minimum tolerable
Conventional
