Designing and Managing Services - Quiz

1. Question: Customer retention is crucial because

It increases production cost

It is more difficult to measure

It costs less than acquiring new customers

It has no financial benefit

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

Production

People

Physical evidence

Process

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

Process designers

Production agents

Boundary spanners

Internal marketers

4. Question: Service standardization ensures

Maximum customization

Predictable quality and consistent customer experience

Lower employee satisfaction

Variable performance

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

Service provider error rates

Acceptable variation between desired and adequate performance

Employee turnover rate

Customer dissatisfaction levels

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

Customers rarely talk about experiences

Services are intangible and rely on personal recommendations

Services have fixed pricing

Advertising dominates perceptions

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

Management and customers

Marketing and operations

Process and policy

Front-stage and back-stage actions

8. Question: Managing service productivity means

Increasing staff numbers

Balancing quality and efficiency in service delivery

Eliminating variability completely

Reducing employee autonomy

9. Question: Empathy in service quality means

Providing caring and individualized attention

Maintaining standardized procedures

Speeding up service time

Increasing physical facilities

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

Expected and perceived service

Internal marketing and external marketing

Customer and employee satisfaction

Service delivery and design

Question 1 of 10