Designing and Managing Services - Quiz

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

Internal policy and marketing mix

Service delivery and external communication

Customer expectations and management perceptions

Actual performance and promised service

2. Question: Empathy in service quality means

Increasing physical facilities

Providing caring and individualized attention

Speeding up service time

Maintaining standardized procedures

3. Question: The 7Ps of service marketing include all except

People

Production

Process

Physical evidence

4. Question: Internal marketing in services means

Outsourcing internal functions

Promoting products to suppliers

Training and motivating employees to deliver service excellence

Advertising to internal stakeholders

5. Question: Technology in service delivery improves

Cost inefficiency

Manual labor dependency

Efficiency, accuracy, and convenience

Tangibility of products

6. Question: In the SERVQUAL model, Gap 5 represents the difference between

Expected and perceived service

Internal marketing and external marketing

Customer and employee satisfaction

Service delivery and design

7. Question: Complaint handling effectiveness determines

Sales promotion success

Brand awareness only

Long-term loyalty and recovery satisfaction

Distribution network strength

8. Question: Fluctuating demand in services can be managed through

Flexible staffing and dynamic pricing

Fixed schedules only

Reducing supply permanently

Eliminating customer variation

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

Employee turnover rate

Service provider error rates

Customer dissatisfaction levels

Acceptable variation between desired and adequate performance

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

Tangibility

Storage ability

Ownership transfer

Standardization

Question 1 of 10