Designing and Managing Services - Quiz

1. Question: Empathy in service quality means

Increasing physical facilities

Maintaining standardized procedures

Providing caring and individualized attention

Speeding up service time

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

Internal marketing and external marketing

Service delivery and design

Customer and employee satisfaction

Expected and perceived service

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

Actual performance and promised service

Service delivery and external communication

Customer expectations and management perceptions

Internal policy and marketing mix

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

Flexible staffing and dynamic pricing

Fixed schedules only

Eliminating customer variation

Reducing supply permanently

5. Question: Complaint handling effectiveness determines

Distribution network strength

Brand awareness only

Long-term loyalty and recovery satisfaction

Sales promotion success

6. Question: Technology in service delivery improves

Cost inefficiency

Manual labor dependency

Efficiency, accuracy, and convenience

Tangibility of products

7. Question: Customer retention is crucial because

It has no financial benefit

It is more difficult to measure

It increases production cost

It costs less than acquiring new customers

8. Question: Variability in services arises because

Tangible goods are predictable

Human performance differs across providers

Equipment is standardized

Delivery is automated

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

Durability

Tangibles

Empathy

Reliability

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

Advertising dominates perceptions

Services have fixed pricing

Services are intangible and rely on personal recommendations

Customers rarely talk about experiences

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