North South University

MKT627(1)- Summer 2020

Quiz-1, Marks-10
Name: Md. Zakirul Islam
ID: 1925216660
SL No: 26
Instruction: The following questions are compulsory and MUST be attempted for QUIZ. The
answer must not be more than one line. The answer template must not be more than ONE page.

1. Customers being turned away or having to wait is an implication of which aspect of

services?
Answer: Most services cannot be inventoried.

2. A useful way to distinguish between goods and services is to place them on a continuum
from ____________ to ____________.
Answer: tangible-dominant, sintangible-dominant

3. Provide an example of a service that lies at each end of the tangible-dominant to

intangible-dominant spectrum.
Answer: Tangible is tailored clothing, Intangible is Internet banking

4. The Courtyard Marriott chain boasts that its hotels were “designed by business travelers
for business travelers” is an example of customers _____________.
Answer: Acting as vital sources of ideas

5. Mention the statement id true or false. IBM is a good example of a firm that has shifted
from manufacturing intensive operations to service intensive operations.
Answer: True

6. Give an example of a government policy that has stimulated the transformation of a service
industry.
Answer: Banning of Alcohol in restaurants and the limitation of transfats in food preparation.

7. Air Asia is concerned with whether its passengers are satisfied with how their luggage is
handled before, during and after a flight. With which element of the services marketing mix
is the Air Asia concerned?
Answer: Process

8. What do a vacation to India and a haircut saloon have in common besides the fact that
they are both services?
Answer: Both services are high in experience quality.

9. Provider gap _____ is the disparity between service delivery and the service provider's
external communications.
Answer: Communication gap

10. On which of the provider gaps does an inappropriate servicescape have the highest
influence?
Answer: Service design and standard gap.