Designing and Managing Services - Quiz

1. Reliability in services means

Performing the promised service dependably and accurately

Prompt delivery of service

Tangible appearance of staff

Personal attention to customers

2. Services are best defined as

Activities or benefits offered for sale that are intangible

Physical goods that can be touched

Perishable consumer goods

Durable products with warranties

3. The service profit chain links service quality with

Product variety and channel design

Manufacturing cost

Advertising and pricing

Employee satisfaction and customer loyalty

4. A distinguishing feature of services marketing is the need for

Standardized production lines

Product packaging

Customer participation

High capital investment only

5. Responsiveness refers to

Knowledge of staff

Politeness

Physical facilities

Willingness to help customers and provide prompt service

6. Internal marketing means

Marketing through internal media

Motivating and training employees to serve customers well

Selling products inside a company

Targeting internal suppliers

7. The three broad types of marketing in service firms are

Digital, print, and broadcast

Direct, indirect, and relational

Consumer, industrial, and reseller

External, internal, and interactive

8. Empathy reflects

Caring and individualized attention

Low pricing

Technical skill

Advertising creativity

9. The five dimensions of SERVQUAL are

Quality, Price, Time, Value, Image

Trust, Design, Promotion, Value, Place

Responsiveness, Innovation, Cost, Delivery, Range

Reliability, Responsiveness, Assurance, Empathy, Tangibles

10. Which of the following is NOT a characteristic of services?

Variability

Inseparability

Intangibility

Storability

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