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Services Marketing intro quiz Flashcards | StudBud
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Services Marketing intro quiz
Services Marketing intro quiz
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Questions
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Answers
1
What is the process of gathering of information to inform marketing decisions?
branding
marketing research
product decisions
service delivery
2
Which of the following is NOT a type of perceived risk in purchasing and using services?
Functional
Physical
Tangible
Financial
3
A service...
is tangible
its property can be transfered
is very easy to standardize
is not possible to be returned
4
___ services are mostly delivered through websites, equipment (eg ATMs) or call centres.
high contact
low contact online
low contact
high contact in person
5
Needs in a consumer may be triggered by:
need awareness, physical conditions and external sources
need awareness, search and experience
unconscious mind, physical conditions and external sources
unconscious mind, physical conditions and experience
6
Characteristics that customers find hard to evaluate even after consumption are termed ____.
credence attributes
search attributes
satisfaction attributes
experience attributes
7
What extra P's are added to the marketing mix to emphasize services?
Physical evidence, people, promotion
Physical evidence, price, people
Physical evidence, promotion, process
Physical evidence, people, process
8
During post-purchase stage, consumers may make satisfaction judgements that _ their experience.
disconfirm, positive, negatively disconfirm
negative, positive, disconfirm
disconfirm, confirm, negative
positively disconfirm, confirm, negatively disconfirm
9
What are the characteristics of service firms?
inseparable, intangible, variable, time bound, simultaneous
customer service, staff training, profit metrics, product-service continuum
10
Good customer service can be achieved by ...
Research, consultancy, industry comparators
Market research, staff training, motivation
11
An example of a service high in credence attribute is __.
spa
surgery
vacation
extreme sports
12
The key concepts in the pre-purchase stage include all the following except ____.
search attributes
perceived risk
credence attributes
post-purchase feedback
13
Poor customer service can result in
Satisfied staff
Higher profit margins
Customers shopping elsewhere
Increased sales
14
What is Customer service?
Putting profit before all else
Delivering on corporate promises and fulfilling customer expectatons
15
Effective service recovery should be proactive, planned, trained and ____.
assessed
empowered
enabled
estimated
16
The stages in the model of service consumption are:
pre-purchase, need awareness,service encounter,post purchase
need awareness, service encounter, future intentions
pre-purchase, service encounter, post-purchase
need awareness, service encounter, future intentions
