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Managing Services
Managing Services MCQs
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Products that are intangible items are called:
services
goods
durable goods
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If services can’t be held, touched, or seen before the purchase decision then that is called:
inconsistency
inseparability
intangibility
inventory
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Inventory of service carrying costs are more subjective and are related to:
lost productivity
idle production capacity
diminished returns
corrupted capacities
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One way to classify services is based on whether they are sponsored by the:
private business community
foreign materials
government
publicity traded organizations
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Differences between the consumers expectations and experiences are identified through:
consumer analysis
shopping analysis
expectation analysis
gap analysis
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A service quality where the ability to perform the promised service dependably and accurately is:
tangibles
responsiveness
reliability
assurance
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A service quality dimension when individualized attention is provided to customers is:
reliability
tangibles
responsiveness
empathy
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To focus on the service process, a firm can develop a flow chart and perform a(n)
field audit
customer contact audit
marketing audit
audit
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Before successful programs can be directed at customers, a service organization must focus on its employees and this is called:
internal marketing
integral marketing
individual market orientation
consumer marketing
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Relationship marketing can be developed through loyalty incentives such as:
service encounter programs
stress reduction program
frequent flyer programs
customer surveys
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Normally, any organization will have a small group of dissatisfied customers who chose to complain. They represent what percent of your customers?
3 to 5 percent
5 to 8 percent
5 to 10 percent
15 to 20 percent
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The second step in handling customer complaints is:
identify service failures
communicate service failure
classify failure
resolve customer problems
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Service cannot gain exclusivity because they cannot be:
patented
examined before the purchase
trademarked
brand marked
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Because service are intangible and, therefore, more difficult to describe the _______ _______ of the service organization is particularly important in...
brand mark
trade mark
product packaging
brand name
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The service component of the service mix must be integrated with efforts to influence consumer demand and this is referred to as:
channel management
capacity management
customer management
organization thrust management
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In the service industry charges, fees, fares or rates are all:
service cost
cost structure
cost plus
price
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Place or distribution is a major factor in developing a service marketing strategy because of the _______ of service from the producer.
inseparability
perishability
availability
reliability
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Promotion for services should stress availability, location, consistent quality, and efficient, ________ _________.
quick service
free service
guaranteed work
courteous service
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Changes in the future of the service industry will is driven by deregulation, technology, and ______:
competition
government taxation
consumer interests
motion studies
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What factors will influence future changes in services?
money
deregulation and technological development
stress
the environment