Designing and Managing Services - Quiz

1. A service blueprint is used to

Control manufacturing cost

Design packaging

Plan promotional campaigns

Illustrate the service delivery process visually

2. The service profit chain links service quality with

Advertising and pricing

Product variety and channel design

Employee satisfaction and customer loyalty

Manufacturing cost

3. Responsiveness refers to

Knowledge of staff

Willingness to help customers and provide prompt service

Politeness

Physical facilities

4. Assurance is about

Employees’ knowledge and courtesy inspiring trust

Pricing fairness

Physical evidence of service

Quickness of delivery

5. The three broad types of marketing in service firms are

Direct, indirect, and relational

External, internal, and interactive

Consumer, industrial, and reseller

Digital, print, and broadcast

6. The fact that services cannot be separated from their providers reflects

Perishability

Standardization

Inseparability

Variability

7. Services are best defined as

Physical goods that can be touched

Durable products with warranties

Perishable consumer goods

Activities or benefits offered for sale that are intangible

8. Reliability in services means

Performing the promised service dependably and accurately

Tangible appearance of staff

Prompt delivery of service

Personal attention to customers

9. Which of the following is NOT a characteristic of services?

Variability

Inseparability

Storability

Intangibility

10. The variability of services means that

Services are identical each time

Service quality depends on who provides them and when

Services are highly standardized

Services can be stored for later use

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