Designing and Managing Services - Quiz

1. Question: In a service blueprint, the line of visibility separates

Process and policy

Front-stage and back-stage actions

Management and customers

Marketing and operations

2. Question: Customer retention is crucial because

It has no financial benefit

It increases production cost

It costs less than acquiring new customers

It is more difficult to measure

3. Question: Managing service productivity means

Increasing staff numbers

Eliminating variability completely

Balancing quality and efficiency in service delivery

Reducing employee autonomy

4. Question: Variability in services arises because

Equipment is standardized

Tangible goods are predictable

Delivery is automated

Human performance differs across providers

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

Production

People

Physical evidence

Process

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

Tangibles

Durability

Empathy

Reliability

7. Question: Customer co-production in services means

Suppliers collaborate on production

Employees manage output alone

Customers only provide feedback

Customers play an active role in creating the service experience

8. Question: Service standardization ensures

Variable performance

Lower employee satisfaction

Maximum customization

Predictable quality and consistent customer experience

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

Expected and perceived service

Service delivery and design

Customer and employee satisfaction

Internal marketing and external marketing

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

Flexible staffing and dynamic pricing

Eliminating customer variation

Fixed schedules only

Reducing supply permanently

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