Designing and Managing Services - Quiz

1. Question: Internal marketing in services means

Promoting products to suppliers

Advertising to internal stakeholders

Training and motivating employees to deliver service excellence

Outsourcing internal functions

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

Tangibles

Empathy

Reliability

Durability

3. Question: Complaint handling effectiveness determines

Distribution network strength

Sales promotion success

Brand awareness only

Long-term loyalty and recovery satisfaction

4. Question: Technology in service delivery improves

Tangibility of products

Cost inefficiency

Manual labor dependency

Efficiency, accuracy, and convenience

5. Question: Managing service productivity means

Increasing staff numbers

Eliminating variability completely

Reducing employee autonomy

Balancing quality and efficiency in service delivery

6. Question: Word-of-mouth is especially powerful in services because

Services have fixed pricing

Advertising dominates perceptions

Customers rarely talk about experiences

Services are intangible and rely on personal recommendations

7. Question: Variability in services arises because

Tangible goods are predictable

Equipment is standardized

Human performance differs across providers

Delivery is automated

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

Reducing supply permanently

Eliminating customer variation

Flexible staffing and dynamic pricing

Fixed schedules only

9. Question: Empathy in service quality means

Providing caring and individualized attention

Maintaining standardized procedures

Increasing physical facilities

Speeding up service time

10. Question: Customer co-production in services means

Employees manage output alone

Customers only provide feedback

Customers play an active role in creating the service experience

Suppliers collaborate on production

Question 1 of 10