Question

Services marketing become difficult because of ________________

Charging customers different prices for essentially the same service is called __________-
Services are characterized by all of the following characteristics except for
The unique service characteristic that reflects the interconnection between the service firm and its customer is called
The unique service characteristic that deals specifically with the inability to inventory services is
Tangible clues are more important when services are
Branding of services becomes difficult because they are
One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of______
Which of the following is not a tangible dominant?
Which of the following intangible dominant?
______ is not an element of physical evidence
SSTs stands for ______
Which of the following is difficult to evaluate?
Intangibility, Perishability, Inseparability & Variability are the characteristics of
_________ are the only service distributors which do not require direct human interactions.
_____ is theactors
All human environment
who playinawhich
part inthe service
service is delivered
delivery andinfluence
and thus the firm the
andbuyer’s
customer interact namely,
perceptions:
the firm’s personnel,
A triangle theCustomers,
of Company, customer Employees, Internal Marketing, External Marketing communications
and Interactiveismarketing
A _________ is known
any performance oras
act______
one party can provide to another that is essentially intangible and
doesn't provides ownership of anything.
Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of s
The extended marketing mix for services includes: People, Processes and _________ .
The extended marketing mix for services includes: _________, Processes and Physical Evidence
Which of the following is not generally accepted as being part of the extended marketing mix for services?
Which of the following is not a distinct characteristic of services _____?
Services are typically produced and consumed simultaneously. This is an example of the _____ characteristic of serv
Added features to an offering are called _____ service features.
____________ supply the central, problem-solving benefit that customers seek.
Service Flower has _______patels
Which Of the following is not Facilitating Supplymentarty Service ?
Which Of the following is not Facilitating Supplymentarty Service ?
Which Of the following is not Facilitating Supplymentarty Service ?
Which Of the following is not Facilitating Supplymentarty Service ?
Which of the following is/are Facilitating Supplymentarty Service ?
Which of the following is/are not EnhancingSupplymentarty Service ?
Which of the following is/are not EnhancingSupplymentarty Service ?
Which of the following is/are not EnhancingSupplymentarty Service ?
Which of the following is/are not EnhancingSupplymentarty Service ?
Which of the following is not a part of Billing ?
Which of the following is not a part of Reservation ?
Which of the following is/are Part of Hospitality ?
Which of the following is/are Part of Exception ?
Which of the following is/are Part of Safekeeping?
Which of the following is not a method of Service Delivery channel ?
Pricing Tripod Includes_____________
Activity Based Costing is a part of
In Service Fixed Cost is much more higher compare to variable cost
Blueprinting is a more sophisticated version of ____________.
The line of ____________ divides front-stage activities from backstage activities.
Which of the following is NOT a key component of a service blueprint?
Service process redesign can be categorized into all EXCEPT which of the following types?
A blueprint specifies in detail how a service process should be constructed
The first step in developing a service blueprint is ____________.
Which of the following is/are not Service ?
No one can be an owner of Service.
Service Comprises of Cost, Related Monetary Cost and Non-Monetary Cost
Which Of the following is not a non-monetory Cost ?
________________revitalizes process that have become outdated.
Activities at the front Stage and back-end process of service can be streamlines by removing unnecessarty activities i
When more than one serive is grouped as a package is called as ___________-
Service Process redesign can be used to improve ___________________
Which of the following is not a traditional Marketing Channel ?
Which of the following is not a traditional Marketing Channel ?
Which of the following is not a traditional Marketing Channel ?
Which of the following is a Communication channel based on Internet ?
Which of the following is a Communication channel based on Internet ?
Which of the following is a medium to deliver communication message through Service Delivery Channel ?
Which of the following is a medium to deliver communication message through Service Delivery Channel ?
Which of the following is a medium to deliver communication message through Service Delivery Channel ?
Which Of the following is a/are Source/s of message originiting from Outside Organization ?
Fatigur and Discomfort are ____________type of non-monetory Cost.
Perceived risk and mental effort are ____________type of non-monetory Cost.
____________cost are related to unplesent Sensations affecting Senses
Frontline employees are in _______________contact with customers
All of these are components of a service blueprint EXCEPT which?
Service Process Redesign will ____________
In traditional Pyramid _____________on the top of the Pyramid
In inverted Pyramid _____________on the top of the Pyramid
Service Triangle Comprises of __________
Which of the folloowing is not a part of Service Triangle
Interactive Marketing involves _____________
Internal Marketing involves ______________
External Marketing involves ______________
External Marketing involves ______________
In ___________________branding,
A service is any act, performance or all products and
__________ thatservices within
one party that company
can offer to anotherwill
andbe subsets
that of the primary bran
is essentially
__________ and does not result in the __________ of anything
Activities or amenities that enhance the use of the core offering are called _____________
Which of the following could a retailer of flat screen televisions offer as supplementary Services ?
Marketing done by motivating and training of employees for differential customer service is classified as
Which of the following is NOT a reason for the rapid growth of services?
During a stay in a hotel, which of the following is NOT a tangible component?
Bitner, Booms and Tetreault suggest 7 Ps of service by adding which of the following into the traditional 4Ps?
Which of the following terms has been used to describe such elements as the physical layout, ambience, background
In a service encounter, value is created only by the seller
Customers only buy services where they perceive that the total benefits obtained exceed financial and other costs
In services, only tangible elements create the most value
A visit to a doctor’s surgery or a beauty salon is a good example of standardised
People, other than the service provider, do not affect customer satisfaction ratings
The time taken to provide a service will impact on future customer satisfaction
Services can be classified according to whether they are customised or standardised.
Customers have little interest in what happens ‘backstage’.
New technologies have not radically changed the ways in which many service organisations do business with their cu
Service marketers only need to be concerned with the traditional 4Ps of product/service, place, price and promotion.
Which Of the following is not an element of ambient condition ?
Which of the following are elements of ambient condition ?
Which of the following are elements of Space/Function ?
Which of the following is not elements of Space/Function ?
_______________refer to floor plan, size,shape and machinary and the way they are arranged.
Signals can be ______________
In Service Blueprint, Failure is shown by _________
Line which separate Physical Evidence and Front Stage employees is known as ___________
Which of the following is not an element of Blueprint ?
Which of the following is not an element of Blueprint ?
___________ are also known as Online Journals
ATM and vending machine are examples of
Which of the following is not an example of Service ?
Services are characterized by five distinct characteristics. These are:
Once a train pulls out of a station, or an aeroplane takes off or a film starts, those seats are lost and can never be sold.
Which of the following is best understood as a period of time during which a customer interacts directly with a servic
When there is little or no personal contact between customer and service provider, this is classified as:
Laundry is an example of ________________
Customer is considered as service coproducer.
_______________has been given responsibility of for recruiting and training of Franchisee
Outsourcing of Core Product in serice is not Possible
Which of the following is not a part of distribution for Services.
What will be in the centre of Service Flower ?
Which of the following is an example of Customer Goes to Service Site ?
Which of the following isan example of Service Organization comes to customer ?
Which of the following Service is not Professional Skill based ?
Which of the following Service is Equipment Intensive?
Which of the following Service is People Intensive?
Which of the following service Goal is Non-Profit ?
In which of the service demand is considered to be stabel ?
Due to _________, it is dfficult to achieve Statndard.
Which of the following act as Challenges for Growth of Service ?
Which of the following Service is Highly Customize ?
In Online booking , service is delivered at _____________
In which of the service degree of regulation is high ?
___________________si when service process caan be adapted to suit need of individual Customer
Services are short lived due to _________-
Capacity of service is INFINITE
Services face the difficulty of achieveing uniform output is due to __________
The quality and essence of service vary from Producer to Producer is due to __________
The Price customer pay to search for service is known as _________
Search Engine Advertising is part of message transmitted through Internet
Which ofof
In which thethe
following are Promotion
Traditional methods formethod,
Sales Promotion for Service?
interpersonal encounter between Customer and Service
Provider is Possible ?
Which of the following is not an example of Service ?
Barber is an example of ____________________relationship with customers
Services can be classified on ______________basis
Services can be classified on ______________basis
Answer1 Answer2
Intangibility. No demand
Price discrimination Supply and demand.
Intangibility. Homogeneity
Intangibility. Homogeneity
Intangibility. Homogeneity
Intangible Homogeneity
Intangible Homogeneity
Intangible Hetrogeneity
Detergents Automobiles
Detergents Automobiles
Employee dress Employee Training
Stable Service Technologies Social Service Technologies
Jewellery Auto repair
Product Goods
Electronic Channel SST
Physical evidence People
Physical evidence People
Service Triangle Marketing Triangle
Product Service
Intangibility. Homogeneity
Product Price
Product Price
Product People
Intangibility. Inconsistency
Intangibility. Inconsistency
Core Supplymentary
Core product Supplymentary Service
Six Seven
Information Order-Processing
Information Order-Processing
Information Order-Processing
Information Order-Processing
Information Order-Processing
Consultation Hospitality
Consultation Hospitality
Consultation Hospitality
Consultation Hospitality
Periodic Statement Invoice
Reservation for Seat Membership
Greeting Transport
Children's Need Refund
Pet Care Coat Room
SST E-Commerce
Cost Plus Pricing Value Pricing
Cost Plus Pricing Value Pricing
TRUE FALSE
FlowChart Snell Chart
Physical evidence Line of visibility
Physical evidence Line of visibility
Eliminating non-value adding steps. Shifting to self-service.
TRUE FALSE
To identify key activities To identify link between activities
Mobile TV
TRUE FALSE
TRUE FALSE
Time Cost Sensory Cost
Service Process Design Service Blueprint
Service Process Design Service Blueprint
Bunduling Service Self Service
Productivity Quality
Front Line employees Advertisement
Service Outlet Advertisement
Self Service Delivery Points Advertisement
Company Website Advertisement
Online Advertising Service Outlet
Service Outlet Promotion
Front Line employees Advertising
Self Service Delivery Points Promotion
Blogs Twitter
Time Cost Physical
Time Cost Physical
Time Cost Physical
Direct Indirect
Suppoet Service Physical Evidence
Reduce Service Failures Increase Productivity
Top Management Middle Management
Top Management Middle Management
Company Employees
Supplier Customer
Customer-Employees Company-Employees
Customer-Employees Company-Employees
Customer-Employees Company-Employees
Advertising Sales promotion
Branded House House Of Brand
Product; tangible; ownership Experience; tangible; production
Supplementary Service Optional Services
Financing Installing
Internal Marketing
Government deregulation of service External Marketing and promotional activities for
Banning advertising
industries professional services
Towel Newspaper
People Process
Fixed Cost Service Scape
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
TRUE FALSE
Temperature Noise
Temperature Noise
Layout Equipment
Layout Equipment
Spatial Layout Functionality
Label Communication
F W
Line of Interaction Line of visibility
Front Line employees Backstage Employees
Front Line employees Line of visibility
Blogs Twitter
Self Service Delivery Points Service Layout
Mobile
Intangibility, value, variability, Hospitality
inseparability, and a lack of Intangibility, value, variability, inseparability, and profitability.
Intangibility Inseperability
Service Encounter Service Mix
Low Contact Service High Contact Service
Low Contact Service High Contact Service
TRUE FALSE
Captain Franchiser Master Franchiser
TRUE FALSE
Wholesaler Dealer
Core product Supplementary Service
Theatre House Painting
House Painting Mobile Car Wash
Legal Medical
Vending machine Lawer
Lawer Vending Machine
Insurance Banking
Education Hospitality
Variability Perishability
Poor Infrastructure Lack of technology
Lawer Education in College
Transact at Arms Length Customer Goes to Organization
Hospital Tailoring
Standardization Customization
Variability Perishability
TRUE FALSE
Variability Perishability
Variability Perishability
Related Monetary Cost Non-Monetary cost
TRUE FALSE
Trial Gift
Personal Selling Tradeshow
Washing Machine Laundry
Ongoing Formal
Degree of tangibility Degree of Regulation
Labour Intensiveness Place and Time
Answer 3 Answer 4 Option
More complex market Difficult to enter the market 1
Complementary Substitutes. 1
Perishability. Inseparability 2
Perishability. Inseparability 4
Perishability. Inseparability 3
Perishability. Inseparability 1
Perishability. Inseparability 1
Perishability. Inseparability 2
Investment Management Soft drinks 3
Investment Management Soft drinks 3
Equipment Facility design 2
Smart Service Technologies Self Service Technologies 4
Furniture Clothing 2
Service Environment 3
Direct Service Outlet Bank 1
Process Price 1
Process Price 2
Communication Triangle Both A and B 1
Both of them Goods 2
Perishability. Inseparability 4
Physical Evidence Promotion 3
Prople Promotion 3
Process Physical Evidence 1
Perishability. Inseparability 2
Perishability. Inseparability 4
Primary Secondary 2
Primary Product Secondary Services 1
Eight Nine 3
Billing Consultation 4
Billing Hospitality 4
Billing Safekeeping 4
Billing Exception 4
Billing All of them 4
Safekeeping Information 4
Safekeeping Order-Taking 4
Safekeeping Billing 4
Safekeeping Payment 4
Reservation for Seat Self Billing 3
Subscription Self Billing 4
Security All of them 4
Free Repair All of them 4
Safe Deposit Box Personal Councelling 4
Two Level Channel Franchising 3
Both A & B Price Discrimination 3
Competition- Based Pricing Price Discrimination 1
May be Cant Say 1
Cluster Chart Linear Graph 1
Line of Interaction Line of Internal Interaction 2
Line of Transference Line of Internal Interaction 3
Delivering direct service Seperating Service 4
May be Cant Say 1
To draw lines To decide Physical evidence 1
Laptop All of them 4
May be Cant Say 1
May be Cant Say 1
Esteem Cost Physical Cost 3
Service Triangle Service Leadership 1
Service Triangle Service Leadership 1
Direct Service Enhacing Productivity 1
Both A & B None of them 3
Sales Promotion Publicity 1
Sales Promotion Personal Selling 1
Sales Promotion Personal Selling 1
Sales Promotion Personal Selling 1
Sales Promotion Personal Selling 1
Tradeshow Direct Marketing 1
Company Websitr Direct Marketing 1
Tradeshow Direct Marketing 1
Word Of Mouth All of them 4
Psychological Sensory 2
Psychological Sensory 3
Psychological Sensory 4
Passive No-Contact 1
Customer Action Value Added Service 4
Increase Satisfaction All of them 4
Frontline Staff None of them 1
Frontline Staff None of them 3
Customer All of them 4
Company Employees 1
Company-Customer None of them 1
Company-Customer None of them 2
Company-Customer None of them 3
Direct Marketing All of them 4
Sub Brand Endorse Brand 1
Experience; intangible; ownership Product; intangible; ownership 3
Important Service Additional Service 1
Aftersales Service All of them 4
Interactive Marketing
The emergence of a global middle Descriptive
ProfessionalMarketing
services and 1
class franchises competing globally 2
Bed Wakeup Call 4
Physical Evidence All of them 4
Service Quality Backstage 2
May be Cant Say 2
May be Cant Say 1
May be Cant Say 2
May be Cant Say 2
May be Cant Say 2
May be Cant Say 2
May be Cant Say 1
May be Cant Say 1
May be Cant Say 2
May be Cant Say 2
Music Layout 4
Music All of them 4
Furnishing All of them 4
Furnishing Music 4
Service Scape Service Quality 1
Giving Direction All of them 4
A B 1
Line of Internal Interaction Line of IT interaction 1
Physical Evidence Music 4
Customer Action Ambient Condition 4
Facebook Whatsapp 1
Service BluePrint Front Line employees 1
Healthcare
Intangibility, perishability, Intangibility, value, variability, 1
Retail
variability, inseparability, and a inseparability, and relationship. 3
Perishability Front Line employees 3
Servicescape Front Line employees 1
Medium Contact Service Intense Contact Service 1
Medium Contact Service Intense Contact Service 1
May be Cant Say 1
CEO Board Of Director 2
May be Cant Say 2
Broker SST 1
Service Delivery Service Failure 1
Mobile Car wash Local TV station 1
Both of them None of them 3
Teaching Driving 4
Teaching Driving 1
Movie Theatre None of them 1
Postal Service Hospitality 3
Healthcare Retail 1
Tangibility None of them 1
Employee Turnover All of them 4
Bus Travel Movie Theatre 1
Organization comes to customer None of them 1
Housepainting None of them 1
Labour intensive None of them 2
Tangibility None of them 2
May be Cant Say 1
Tangibility None of them 1
Tangibility None of them 1
Labour intensive Tangibility 1
May be Cant Say 1
Sample All of them 4
Sales Promotion Additional Service 1
Tourism Pathology Lab 1
Informal Membership 1
Goal Of Organization All of them 4
Demand and Supply All of them 4