Designing and Managing Services - Quiz

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

Storability

Variability

Inseparability

Intangibility

2. Services cannot be seen, tasted, or touched before purchase. This is called

Variability

Separability

Intangibility

Perishability

3. Responsiveness refers to

Knowledge of staff

Willingness to help customers and provide prompt service

Politeness

Physical facilities

4. Reliability in services means

Prompt delivery of service

Performing the promised service dependably and accurately

Tangible appearance of staff

Personal attention to customers

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

Variability

Perishability

Inseparability

Standardization

6. The five dimensions of SERVQUAL are

Reliability, Responsiveness, Assurance, Empathy, Tangibles

Quality, Price, Time, Value, Image

Trust, Design, Promotion, Value, Place

Responsiveness, Innovation, Cost, Delivery, Range

7. Assurance is about

Pricing fairness

Quickness of delivery

Employees’ knowledge and courtesy inspiring trust

Physical evidence of service

8. Which of the following is NOT part of the service-profit chain?

Brand awareness

Customer loyalty

Employee satisfaction

Internal service quality

9. Services are best defined as

Perishable consumer goods

Durable products with warranties

Physical goods that can be touched

Activities or benefits offered for sale that are intangible

10. Interactive marketing refers to

The service encounter between employees and customers

Communication between employees only

Technology-based advertising

Business-to-business promotion

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