1. 1. What concerns the results that costumers receive from their complaints ?

2. Ans- Outcome Fairness

3.
4. 2.which of the following is a strategy for enhancing customer participation in the service
process?
5. Ans- Recruit, educate and reward customers
6.
7. 3. What is the first step in the new service development process ?
8. Ans- Business strategy development or review
9.
10. 4. What are the services produced entirely by the customer without any direct involvement
or interactions with firm employees?
11. Ans- Self Service Technologies
12.
13. 5. What is PCL’s product? What are the tangible and intangible elements of this service product ?
14. Ans-
15.
16. 6. You were appointed as manager, What would be the step recommended by you to make
customer service effective?
17. Ans-
18.
19. 7. In what way does technology influence PCL’s service quality?
20. Ans- Maintain record of customer
21.
22. 8. What are the elements of service quality for a delivery service like PCL?
23. Ans- All of these
24.
25. 9. When a local taco bell extended its operating hours on Friday and Saturday nights 24
hours service to satisfy its college market
26. Ans- One fix time
27.
28. 10. A potential service employee should be assessed not only for service competences but
also for
29. Ans- Service Inclination
30.
31. 11. The frontline service employee are referred to as?
32. Ans- Boundary Spanners
33.
34. 12. In the service marketing triangle which marketing refer to all the activities the firm must
carry out train, motivate and reward it’s employed to enable the service promise to be
delivered ?
35. Ans- internal
36.
37. 13. Which of the following statement describes a problem with demand-based pricing for
services?
38. Ans- monitory price must be adjusted to reflect the value of non-monetary cost
39.
40. 14. Which of the following statement about how technology was positively influenced
service is true?
41. Ans- all of the above statement
42.
43. 15. Which of the following is not an example of a hard customer defined service standard?
44. Ans- understand the customer questions and request
45.
46. 16. What is the final stage of new service development
47. Ans- post-introduction evaluation
48.
49. 17.In ___Encounters the tangible evidence of the service and the quality of the technical
processes and systems are the primary bases for judging
50. Ans- Remote
51.
52. 18. What standards are operations standard set by a service firm to correspond to customer
expectations
53. Ans- Customer driven
54.
55. 19. What means transmitting information across from personal boundaries in an
organisation to align all function with customer expectations.
56. Ans- Managing horizontal communication
57.
58. 20. One of the four seasons hotel’s customer-defined standards is “staff will speak to guests
in an attentive natural and courteous manner” this is an example
59. Ans- soft
60.
61. 21.Provider gap 3 of the gaps model of service quality is cost by
62. Ans-advertising that over promised
63.
64. 22.Which of the following is not is not an example of technical outcome of quantity
65. Ans-The sales associate greeting a customer in the clothing store
66.
67. 23. Which of the following is a concept that looks at customer from the perspective of their
lifetime revenue or profit contribution to a company
68. Ans-Relationship value
69.
70. 24. Phone encounters are a type of – in which tone of voice employed knowledge and
effectiveness of handling customer issues are important criteria for getting quality
71. Ans-Technology mediated encounter
72.
73. 25. Service companies can close provider gap four by doing all the following except
74. Ans-conducting market research
75.
76. 26. In the service marketing triangle which marketing refer to enabling the service promise
77. Ans-internal marketing
78.
79.
80. 27. In _____Pricing a service from determined price by calculating component cost of the
service and adding a mark up
81. Ans-cost plus
82.
83. 28. Because the service is a performance it’s open cannot be perceived or inspected in
advance this property of intangibility is known as
84. Ans- non-search ability
85.
86. 29. Is customer education beneficial or closing provider gap 4
87. Ans-The supply and demand of this service are not synchronised
88.
89. 30.What are poka-yokes
90. Ans-Automatic warning or control to insure mistake don’t happen
91.
92. 31. What is the state or condition a sensual to the physical or psychological well-being of A
customer that pivotal factors that shape what customer desires in the service?
93. Ans-personal needs
94.
95. 32. Increase profit or service firms realizes from customer retention results from all the
following except
96. Ans-customer defection
97.
98. 33. What customers are viewed as when they produce a service for themselves
99. Ans- competitor
100.
34. What dimension of a service quality is highly dependent on employs ability to
communicate their credibility and to inspire trust and confidence?
Ans-assurance

35. Which of the following example of competition based pricing strategy

Ans. Going rate pricing

36. Which of the following is not a category of strategy that service provider can use to my
service promises with service deliver
Ans- integrate the service dimensions

37. Which quality referred to how the services is deliver to the customer ?
Ans-interaction

38. Which has consistently proven to be the most important determinant of service quality
Ans-reliability

39. Which stage of the service innovation it is a process ultimate analysis revenue cost
analyses and operational feasibility
Ans- Business analysis

40. John united state- San Francisco

Ans- uncontrollable situation factor
41. Which of the following services is highest in incorporeal evidence
Ans-management consulting

42. A tax accountant be provided a different service experience to 2 different customers on

the same day depending on their individual needs and personalities and on whether she is
meeting with them when she’s fresh in the morning or tired at the end of the day this is an
example of which characteristics of service?
Ans-heterogeneity

43.Which of the following type of research is unique to services

Ans-mystery shopping

44. A commercial for Carnival Cruise shows a group of friends scuba-diving climbing dancing
and having a really great time which strategy for tangibilization is carnival in this commercial
Ans-visualisation

45. What is the dimension of service quality refer to the willingness to help customers and
provide promote service ?
Ans-responsiveness

46. Which of the following is not an example of service business

Ans-paper Mill

47. Which of the following has the highest degree of non-search-ability ?

Ans-Massage therapy

48. Pret a manager London-based sandwich shop introduce restaurant quality sandwich with
fast Food velocity. What would this be an example of
Ans-Service improvement

49. Which are the most common type of new services?

Ans-Service improvement

50. What is the most distinguish characteristic of services

Ans-intangibility

51. Which strategy prepares the customer for the service process
Ans-managing customer education

52. A pseudo-relationship occurs when

Ans- The customer interact many times with the same company but with different service

53. Which of the following is not an example of a commonly used Service recovery strategy
Ans-implement the service paradox

54. Which of the following is not an example of an effective form of service goal
Ans- deliver Products quickly
55.Cable TV company that offers subscribers different programming packages are
Ans-creating tired value services offering

56. In which of the following service industries would you most likely find a service provider
using competition based pricing
Ans- rental car industry

57. Service providers like insurance company that emphasises acquiring new customers
rather than entertaining current customers this is the example of __ gap model of service
quality
Ans- gap 1

58. Which of the following is the examples of tangible component provided by a hotel
Ans- guest rooms

59. Which of the following approaches to pricing considers that customer may judge quality
on the basis of price
Ans- demand-based pricing

60. The benefits of offensive marketing have been documented through the use of
Ans-PIMS

61. In which of the following services is in educate customer communication most likely to
result in customer dissatisfaction
Ans-physical rehabilitation therapy

62. Which of the following hotel employees is not a boundary spanner

Ans-Chef

63. Which of the following is not an example of commonly used service recovery strategy?
Ans-Implement the service paradox

64.With Which service recovery strategy is most reliability dimension of service quality most
closely associated ?
Ans-make the service fail

65. When a company offers new services to current customers which growth strategy is it
using
Ans-diversification

66. Which of the following is a concept that looks at customers from the perspective of their
lifetime revenue or profit contribution to a company
Ans- relationship value

67. Which of the following measurement research method can document customers opinion
about whether performance met the standard established
Ans- relationship surveys
68. What is one factor that influences adequate services level of service customers believe
they are likely to get
Ans-predicted

69.What customers defined standards or opinion based measured and cannot be directly
observed
Ans-soft

70. Because the service is a performance it open cannot be received or inspected in advance
this property of intangibility is known a
Ans- non-search ability

71. Gap 4 of a model

Ans- Advertisment over promised

72. Because of _____service cannot stored

Ans- simultaneous product consumption

73. In addition to compensation

Ans- Procedural fairness

74. One benefit of – is that it identify failure

Ans-Lost customer research

75. Which of the following customer touch quality on basis of price

Ans- demand based price

76. Which of the following Describes marketing implication from tangible service.
Ans- all of these

77. All of the following are service inclination skill except

Ans- clerical speed

78. Which of the following measurement research method can document

Ans-relationship survey

79. Phone encounters are type of ___ in which tone of voice

Ans- Technology mediated encounters

80. In which of the following service industries are you most likely to find service provider
Using Fee service pricing
Ans- management counselling business

81. Which of the following is competition based pricing strategy

Ans. Going rate price
82. Which of the following is not a category of serv
Ans- integrate service dimension

83. What labour entale will be delivering smiles make eye contact
Ans- emotional

84. The increase profit a service from realises from customer retention call of following
except
Ans- customer detention

85. The greatest potential variability in interaction

Ans- Face to face

86. What is an important influence in desired service expectation customer has generic
attitude about meaning of service
Ans- personal service philosophy

87. Which of the following is not likely to be a source of money when the company uses a
defensive marketing effect
Ans- increased market share

88. Which of the following services is highest in incorporate

Evidence
Ans- management Consultancy

89. There is the discrepency between the development of customer driven service standard
and actual service performance by company employees
Ans- Gap – 3

90. Which of the following trends has directly influence development of service marketing
concept and strategy
Ans- The increasing importance of service

91. Which of the following service innovation and development processes a demand analysis
revenue generation, Cost and operation feasibility
Ans. Business analysis

92. when the customer education beneficial for closing provider Gap 4
Ans: The supply and demand services are sync

93. What means transmitting information across functional boundaries in an organization to

align all functions with customer expectations?
Ans: Managing Horizontal Communication

94. with which service recovery strategy is the reliability dimension of service quality most
closely associated
Ans: Make the service fail safe
95.