Managing Services MCQs

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Products that are intangible items are called:





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If services can’t be held, touched, or seen before the purchase decision then that is called:






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Inventory of service carrying costs are more subjective and are related to:






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One way to classify services is based on whether they are sponsored by the:






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Differences between the consumers expectations and experiences are identified through:






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A service quality where the ability to perform the promised service dependably and accurately is:






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A service quality dimension when individualized attention is provided to customers is:






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To focus on the service process, a firm can develop a flow chart and perform a(n)






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Before successful programs can be directed at customers, a service organization must focus on its employees and this is called:






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Relationship marketing can be developed through loyalty incentives such as:






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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?






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The second step in handling customer complaints is:






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Service cannot gain exclusivity because they cannot be:






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Because service are intangible and, therefore, more difficult to describe the _______ _______ of the service organization is particularly important in...






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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:






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In the service industry charges, fees, fares or rates are all:






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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.






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Promotion for services should stress availability, location, consistent quality, and efficient, ________ _________.






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Changes in the future of the service industry will is driven by deregulation, technology, and ______:






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What factors will influence future changes in services?