Designing and Managing Services - Quiz

1. The service profit chain links service quality with

Manufacturing cost

Employee satisfaction and customer loyalty

Advertising and pricing

Product variety and channel design

2. Services are best defined as

Activities or benefits offered for sale that are intangible

Durable products with warranties

Perishable consumer goods

Physical goods that can be touched

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

Direct, indirect, and relational

Consumer, industrial, and reseller

Digital, print, and broadcast

External, internal, and interactive

4. Assurance is about

Pricing fairness

Quickness of delivery

Physical evidence of service

Employees’ knowledge and courtesy inspiring trust

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

Customer loyalty

Employee satisfaction

Internal service quality

Brand awareness

6. Reliability in services means

Performing the promised service dependably and accurately

Personal attention to customers

Tangible appearance of staff

Prompt delivery of service

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

Intangibility

Inseparability

Variability

Storability

8. A service blueprint is used to

Control manufacturing cost

Illustrate the service delivery process visually

Plan promotional campaigns

Design packaging

9. A distinguishing feature of services marketing is the need for

Standardized production lines

High capital investment only

Product packaging

Customer participation

10. The variability of services means that

Services can be stored for later use

Services are identical each time

Service quality depends on who provides them and when

Services are highly standardized

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