Designing and Managing Services - Quiz

1. Question: The “zone of tolerance” in service quality refers to

Acceptable variation between desired and adequate performance

Service provider error rates

Employee turnover rate

Customer dissatisfaction levels

2. Question: Which of the following is not part of SERVQUAL?

Tangibles

Reliability

Empathy

Durability

3. Question: Empathy in service quality means

Maintaining standardized procedures

Increasing physical facilities

Providing caring and individualized attention

Speeding up service time

4. Question: Variability in services arises because

Equipment is standardized

Delivery is automated

Tangible goods are predictable

Human performance differs across providers

5. Question: What primarily differentiates services from goods according to Kotler?

Standardization

Ownership transfer

Tangibility

Storage ability

6. Question: Gap 1 in the service quality model is the difference between

Service delivery and external communication

Actual performance and promised service

Customer expectations and management perceptions

Internal policy and marketing mix

7. Question: Internal marketing in services means

Outsourcing internal functions

Training and motivating employees to deliver service excellence

Advertising to internal stakeholders

Promoting products to suppliers

8. Question: Complaint handling effectiveness determines

Long-term loyalty and recovery satisfaction

Brand awareness only

Distribution network strength

Sales promotion success

9. Question: Customer Lifetime Value (CLV) measures

Net profit from a customer over their entire relationship

Number of service encounters per month

Average purchase size

Customer review frequency

10. Question: Technology in service delivery improves

Manual labor dependency

Tangibility of products

Cost inefficiency

Efficiency, accuracy, and convenience

Question 1 of 10