Designing and Managing Services - Quiz

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

Internal policy and marketing mix

Actual performance and promised service

Service delivery and external communication

Customer expectations and management perceptions

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

Advertising dominates perceptions

Services have fixed pricing

Customers rarely talk about experiences

Services are intangible and rely on personal recommendations

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

Durability

Empathy

Tangibles

Reliability

4. Question: Complaint handling effectiveness determines

Sales promotion success

Long-term loyalty and recovery satisfaction

Distribution network strength

Brand awareness only

5. Question: Frontline employees in services are also known as

Production agents

Process designers

Internal marketers

Boundary spanners

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

Service provider error rates

Customer dissatisfaction levels

Employee turnover rate

Acceptable variation between desired and adequate performance

7. Question: Internal marketing in services means

Outsourcing internal functions

Promoting products to suppliers

Advertising to internal stakeholders

Training and motivating employees to deliver service excellence

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

People

Production

Process

Physical evidence

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

Tangibility

Storage ability

Ownership transfer

Standardization

10. Question: Variability in services arises because

Equipment is standardized

Tangible goods are predictable

Human performance differs across providers

Delivery is automated

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