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TEST 01 - SERVICE MARKETING REVIEW BY NGUYEN LE THAI HOA, PHD Flashcards | StudBud
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TEST 01 - SERVICE MARKETING REVIEW BY NGUYEN LE THAI HOA, PHD
TEST 01 - SERVICE MARKETING REVIEW BY NGUYEN LE THAI HOA, PHD
20 terms
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StudBud Administration
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169 plays
This test is designed for reviewing all knowledge for mid term check up.
Flashcards
20 cards
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Practice quiz
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Host live
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Questions
20
Answers
1
In Interaction if customer goes to service & availability is single site. Which service?
Fast-food chain
Theater
Telephone company
Mail delivery
2
_____ is a key determinant of whether a offering should be classified as a product or a service
Intangibility
Physicality
Perception
Audience passivity
3
In which service, customers enter the service factory and co-operate with service operation
Mental Stimulus Processing
Possession Processing
Information Processing
People Processing
4
The augmentation of an existing service line is a:
Service improvement
Service line extension
Service franchise
New service for the currently served market
5
Which of the following is a success factor in new service development in Market synergy?
Advantage versus competition in meeting customers’ needs
Good fit between new product and firm’s image/resources
Firm understands customer purchase decision behavior
All of the above
6
Which statement is NOT TRUE about High-Contact Services ?
High-Contact Service includes most people-processing service
Contact at arm’s length thru electronic/ physical distribute
Customers visit service facility & remain thru ser. delivery
Active contact between customers and service personnel
7
Which one is NOT enhancing element in the flower of service?
Safekeeping
Information
Exceptions
Consultation
8
_____ is a form of competition-based pricing that involves charging the most prevalent price
Fee for service pricing
Value pricing
Going-rate pricing
Price signaling
9
Cleaners charges customers $2.99 to launder a shirt rather than $3.00 Which pricing strategy?.
Discounting
Complementary
Odd
Synchro-
10
The basic formula for _____ is Price = Direct costs + Overhead + Profit margin.
Contribution margin
ABC costing
Cost-based pricing
Return on investment
11
Which of the following statements describes a problem with demand-based pricing for services?
Prices may not reflect customer value
Monetary price is adjusted to reflect non-monetary costs
Costs are difficult to trace
Heterogeneity of services limits comparability
12
Which of the following is NOT an example of a service business?
Amusement park
Paper mill
Law consultation
Restaurant
13
Which of the following is NOT a source of desired service and predicted service?
Situational factors
Word-of-mouth communications
Explicit service promises
Implicit service promises
14
In Interaction if service firm comes to customer & availability is multiple site. Which servic?
Theater
Telephone company
Fast-food chain
Mail delivery
15
_____ cost refers to the effort to identify & select a service from your consideration.
Psychological
Search
Time
Monetary
16
Which of the following products has the highest degree of nonsearchability?
Fast food
Motor oil
Massage therapy
Fresh doughnuts
17
Which basic focus strategy that has narrow breadth of service offerings & many markets served ?
Unfocused
Market focused
Service focused
Fully focused
18
Which following brand of Masan Group was not successful with marketing strategy based on consumers' fear ?
Omachi instant noodle
Nam Ngư fish sauce
Tam Thái Tử Soya sauce
Chinsu seasoning seeds
19
In a hierarchy of new service categories, how do we define major service innovations?
New core products for previously undefined markets
Additions to current product lines
Use new process for existing products with added benefits
Alternative delivery procedures
20
Which following trends has influenced development of service marketing concepts and strategies?
The growth in information-based technology
Decreasing importance of service to U.S. and world economies
Decreased competition in professional services
Manufacturing firms place emphasis on providing service
