Summary
Summary BEM 120 Chapters 1-4
Summary of Marketing Management 120 (BEM 120) Chapters 1-4 according to the learning outcomes.
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Some examples from this set of practice questions
1.
Creating a strong company image can lower the risk perceived by a customer. What is this a solution to?
Answer: intangibility
2.
What does the reliability dimension of SERVQUAL refer to?
Answer: The ability to deliver the promised service dependably and accurately.
3.
\"Customer ______ can be defined as the pre-trial beliefs a customer has about the performance of a service, that are used as the standard or reference against which the service performance is judged.\"
Answer: expectations
4.
When a customer is provided with the opportunity to handle his/her banking transactions online through Internet banking as an alternative to waiting in the bank\'s branch, it is an example of what?
Answer: A complimentary service
5.
Customer expectations exist on 5 different levels. Which one of these 5 levels represent the customer\'s actual service expectation?
Answer: Predicted service
6.
What do customers use to evaluate a service?
Answer: Search qualities and Credence qualities
7.
\"The fact that services are often produced, delivered and consumed all at once refers to the ________ of services.\"
Answer: inseparability
8.
The ________ of the information refers to the ability of the information to reflect the realities of a specific situation.
Answer: accuracy
9.
\"When a dentist charges patients if they do not turn up for their appointments, it is an attempt by the doctor to compensate for _____.\"
Answer: The perishability of the service
10.
\"The ______ service level and the _____ service level are divided by the zone of tolerance.\"
Answer: adequate; desired
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