Service Marketing Exam latest
Updated Questions and Answers
2024
Unlike goods, services cannot be standardized,
which is called - ANSWER-Heterogenity
,Which of the following sets of terms best
describes a service? - ANSWER-Deeds, effort
and performances
Services are produced and consumed
simultaneously; this service characteristic is
referred to as: - ANSWER-Inseparability
This service characteristic indicates that
services do not have physical attributes and
therefore cannot be perceived by the senses -
cannot be tasted, seen, touched, smelt or
possessed: - ANSWER-Intangibility
Which of the following service characteristics
results because no two customers are precisely
alike; each will have unique demands or
,experience the service in a unique way -
ANSWER-Heterogenity
This is an organization's systematic attempt to
correct a service failure and to retain a
customer's goodwill - ANSWER-Service recovery
Which of the following is an example of a
tangible component of the service provided by
a hotel? - ANSWER-Guest rooms
Offerings high in --- qualities are the easiest to
evaluate? - ANSWER-Experience
In the Gaps model, the customer gap is the
difference between: - ANSWER-Customer
expectations and customer perceptions
, Two persons, Lisa and Peter, attended a
financial management seminar. As a biology
major, Lisa found the course useless because
she did not understand the financial
terminology. Peter, who majored in marketing,
thought the course did not contain any
information that he did not already know. Their
dissatisfaction with the seminar illustrates: -
ANSWER-The importance of the information
the customer brings to the service encounter
The extent to which customers recognize and
are willing to accept variations in service
performance in called the: - ANSWER-Zone of
tolerance
Implicit service promises are --- that indirectly
lead to customer expectations about what the
Updated Questions and Answers
2024
Unlike goods, services cannot be standardized,
which is called - ANSWER-Heterogenity
,Which of the following sets of terms best
describes a service? - ANSWER-Deeds, effort
and performances
Services are produced and consumed
simultaneously; this service characteristic is
referred to as: - ANSWER-Inseparability
This service characteristic indicates that
services do not have physical attributes and
therefore cannot be perceived by the senses -
cannot be tasted, seen, touched, smelt or
possessed: - ANSWER-Intangibility
Which of the following service characteristics
results because no two customers are precisely
alike; each will have unique demands or
,experience the service in a unique way -
ANSWER-Heterogenity
This is an organization's systematic attempt to
correct a service failure and to retain a
customer's goodwill - ANSWER-Service recovery
Which of the following is an example of a
tangible component of the service provided by
a hotel? - ANSWER-Guest rooms
Offerings high in --- qualities are the easiest to
evaluate? - ANSWER-Experience
In the Gaps model, the customer gap is the
difference between: - ANSWER-Customer
expectations and customer perceptions
, Two persons, Lisa and Peter, attended a
financial management seminar. As a biology
major, Lisa found the course useless because
she did not understand the financial
terminology. Peter, who majored in marketing,
thought the course did not contain any
information that he did not already know. Their
dissatisfaction with the seminar illustrates: -
ANSWER-The importance of the information
the customer brings to the service encounter
The extent to which customers recognize and
are willing to accept variations in service
performance in called the: - ANSWER-Zone of
tolerance
Implicit service promises are --- that indirectly
lead to customer expectations about what the
