Designing and Managing Services - Quiz

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

Acceptable variation between desired and adequate performance

Service provider error rates

Customer dissatisfaction levels

Employee turnover rate

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

Actual performance and promised service

Internal policy and marketing mix

Customer expectations and management perceptions

Service delivery and external communication

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

Standardization

Tangibility

Ownership transfer

Storage ability

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

Internal marketing and external marketing

Expected and perceived service

Customer and employee satisfaction

Service delivery and design

5. Question: Customer Lifetime Value (CLV) measures

Average purchase size

Customer review frequency

Number of service encounters per month

Net profit from a customer over their entire relationship

6. Question: Internal marketing in services means

Training and motivating employees to deliver service excellence

Promoting products to suppliers

Outsourcing internal functions

Advertising to internal stakeholders

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

Services are intangible and rely on personal recommendations

Services have fixed pricing

Advertising dominates perceptions

Customers rarely talk about experiences

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

Internal marketers

Process designers

Production agents

Boundary spanners

9. Question: Managing service productivity means

Reducing employee autonomy

Eliminating variability completely

Increasing staff numbers

Balancing quality and efficiency in service delivery

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

Reliability

Empathy

Durability

Tangibles

Question 1 of 10