Veer Narmad South Gujarat University

Third Year BBA Semester 5

503 - Service Management
Multiple Choice Questions (MCQ)

Unit 1: Introduction to Service Industry (20%)

1. Service marketing emerged as a separate field of study in the_____________.
A. Early 2000’s
B. Early 1990’s
C. Early 1980’s
D. None of these

2. Services marketing is an attractive field of study for India because:

A. Services contribute to more than half of India’s GDP
B. Services are delivered by more than half of India’s population
C. Services are more important than agriculture and manufacturing
D. All of the above

3. Select the name of the country having maximum percent of GDP attributed to service,
A. United states
B. China
C. Germany
D. India

4. According to ____________Service is “An act or performance offered by one party to another,

although the process may be tied with physical product, performance in transitory, often intangible in
nature and does not result in transfer of ownership.”
A. Philip Kotler
B. Lovelock
C. American Marketing Association
D. Gary Hamel

5. “Every business is a service business”- Who quoted this sentence?

A. Philip Kotler
B. Gary Hamel
C. Ravi Shankar
D. Ramaswamy & Namakumari

6. Service has following characteristics except____________.

A. Intangibility
B. Perishability
C. Homogeneity
D. Inseparability

7. In context of services, which among the following statement is false?

A. Services can’t be touched or seen like goods
B. Judgement about services differ from customer to customer
C. Customer involvement in services usually necessary
D. Services are first produced & stored, than sold and then consumed
8. Co-production of services is made possible due to __________ inherent in the production of services.
A. Homogeneity.
B. Intangibility.
C. Heterogeneity.
D. Inseparability

9. The unique service characteristic that reflects the interconnection between the service firm and its
customer is called
A. Homogeneity.
B. Intangibility.
C. Heterogeneity.
D. Inseparability

10. The centralized mass production of services is difficult due to___________ characteristic of service.
A. Homogeneity.
B. Perishability.
C. Heterogeneity.
D. Inseparability

11. The unique service characteristic that reflects the interconnection between the service firm and its
customer is called
A. Intangibility
B. Inseparability
C. Homogeneity
D. Perishability.

12. The unique service characteristic that deals specifically with the inability to inventory services is
A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability

13. Match the following

A. Intangibility i. It is difficult to establish service standards
B. Perishability ii After booking ticket in train, the ownership remains with railway only
C. Variability iii If there is no demand on a particular time, the unused capacity is wasted
D. Ownership iv A customer can’t touch services

A. A(i), B(ii), C(iii), D(iv)

B. A(iv), B(iii), C(ii), D(i)
C. A(iv), B(iii), C(i), D(ii)
D. A(ii), B(iv), C(i), D(iii)

14. Branding of services becomes difficult because they are________

A. Intangible
B. Inseparable
C. Homogenous
D. Perishable

15. Solutions used to minimize the marketing problems attributed to heterogeneity include
A. Standardizing the service
B. Using multi-site Location
C. Stressing tangible cues
D. None of these

16. People have to physically present themselves so that they become immersed within the service
process. This type of service process is referred to as
A. Possession processing
B. Physical processing
C. People Process
D. None of these

17. Which of the following is not one of the service process?

A. Possession processing
B. Physical processing
C. People Process
D. Physical Evidence

18. This is when customers visit the service facility so that they are personally involved through the
service delivery process.
A. Low-contact service
B. High contact service
C. Medium contact service
D. Information Processing service

19. When there is little or no personal contract between customer and service provider. This is classified
as
A. Low-contact service
B. High contact service
C. Medium contact service
D. Information Processing service

20. Which of the following is difficult to evaluate?

A. Jewellery
B. Auto repair
C. Furniture
D. Clothing

21. One of the advantages of requiring employees to wear uniforms is that it reduces the customers
perception of __________.
A. Intangibility
B. Inseparability
C. Heterogeneity
D. Socialization

Unit 2: Service Marketing Mix (10%)

A. Product
22. Which among the following is not an Enhancing service as per service flower?
A. Consultation
B. Payment
C. Safekeeping
D. Exceptions
23. Coca-Cola Zero Sugar and Coca-Cola Life all being advertised under the main Coca-Cola umbrella,
It means it is example of ____________.
A. Branded House
B. House of Brand
C. Sub-Brand
D. Endorsed brand

24. Which of the following branding strategy involve branding using single / parent brand?
A. House of brand
B. Endorsed brand
C. Branded house
D. Hybrid brand

25. Selling more than one services rather than selling individual service is called as
A. Service framing
B. Complementary services
C. Convenient services
D. Service bundling
B. Price
26. Technique that allows consumers to either buy Service A and Service B together on purchase one
service separately is called
A. Long-term bundling
B. Mixed bundling
C. Price bundling
D. Product bundling

27. The equation Price = Variable cost + Fixed cost + Profit margin applies to which of the following
pricing method?
A. Value based pricing
B. Cost based pricing
C. Competition based cost
D. Apply to all pricing method

28. Charging customers different prices for essentially the same service is called
A. Price discrimination
B. Supply and demand.
C. Complementary
D. Substitutes.

29. Which pricing strategies encourage the customer to expand his/her dealings with the service
provider?
A. Relationship pricing
B. Price bundling.
C. Benefit-driven pricing.
D. Efficiency pricing

30. Charging customers different prices for essentially the same service is called
A. Competition Based Pricing
B. Cost Based Pricing
C. Price Discrimination
D. Price Penetration

31. Fear of rejection of bank loan is the example of_______________ cost.

A. Psychological cost
B. Time cost
C. Search Cost
D. Convenience cost

32. Identify odd one from following.

A. Cost of raw material
B. Time cost
C. Search cost
D. Psychological cost

33. A customer have to travel to a service site to consumer services is which type of cost?
A. Time cost
B. Search cost
C. Convenience cost
D. Psychological cost

C. Place
34. ___________ are the only service distributors which do not require direct human interaction
A. Electronic Channels
B.SSTs
C. Direct Service Channels
D. Speculative Channels

35. ______________ is example of a service where the customer typically goes to the service organization
A. House painting
B. A credit card company
C. A taxi services
D. The theatre

36._____________ has become a popular way to expand delivery of an effective service concept to
multiple sites without the level of investment
A. Multi-site expansion
B. Sub-contracting
C. Franchising
D. Company-owned expansion

37. SSTs stands for __________________.

A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies

38. Which among the following is not an example of SST?

A. ATM
B. Ticket booking through IRCTC
C. Vending machines
D. Cash withdrawal from bank
39. Sometime SST leads to dissatisfaction among customers due to ______
A. Easy to use
B. Save time
C. Poor design
D. Solve immediate need

40. Hyatt Hotels has installed automated check-in machines is ____________

A. Self Service Technology
B. Contributor to quality
C. Competitor
D. Recruiter
D. Promotion
41. While advertising the service product, the marketer needs to focus more on ________________.
A. Show the services
B. No need to show services as services are intangible
C. Create world class advertisement to attract more customers
D. Show some tangible clues so customers can easily evaluate service

42. Word-of-Mouth communication networks are particularly important for service firms because
A. Service customers tend to rely more on personal than non-personal source of information
B. Service firms only offer one brand of service.
C. Service firms can seldom afford to pay for promotional efforts.
D. Service customers tend to rely more on non-personal than personal sources of information

43. Digital marketing is often referred to as ______________

A. Online marketing
B. Internet marketing
C. Web marketing
D. All of the above

44. The primary role of a service firm for the customer in the communication mix is to ____
A. Confuse customers
B. Inform and remind customers
C. Inform about competitor’s offering
D. Persuade the dealers

45. The primary role of a service firms for customer in communication mix is to ……
A. Confuse customers.
B. Inform and remind customers
C. Oppose the competitor s claim
D. Persuade the dealers.

46. While advertising the service product, the marketer need to

A. Show the services
B. No need to show services as services are intangible
C. Create world class advertisement to attract more customers
D. Show some tangible clues so customers can easily evaluate service

E. People
47. The extended Ps of service marketing mix is
A. People, Product, Place
B. Price, Physical evidence, Promotion
C. Physical evidence, Process, People
D. Product, Process, Physical environment

48. Which among the following is not a role of customer in service delivery?
A. Customer as a co-owner
B. Customer as a competitor
C. Customer as a service employee
D. Customer as a productive resource

49. A--------------is a shared perception about what is important in an organization.

A. Service Blueprint
B. Service Leadership
C. Service Distribution
D. Service Culture

50. Sheela is an experienced baker. She has decided to bake and decorate her daughter's wedding cake
instead of ordering. What is it?
A. Self Service Technology
B. Contributor to quality
C. Competitor
D. Recruiter

51. Which among the following is not a part of service triangle?

A. International marketing
B. Internal marketing
C. Interactive marketing
D. External marketing

52. Boundary spanning role of employee refers to

A. Changing boundary of service site
B. Creating boundary between employees and customers
C. Obtaining information within the organization to improve service
D. Obtaining information from outside to improve service

F. Process
53. Standardized and customized flow of activities, simple and complex number of steps and customer
involvement by which a service is delivered is called –
A. Product Mix
B. Process Mix
C. People Mix
D. Physical Evidence Mix

54. ___________ is the tool for simultaneously depicting the service process, the point of customer
contract and the evidence of the service from the customer point of view
A. Front of planning
B. Service Blue Printing
C. Service standardization
D. None of these

55. Service blueprint first introduce by

A. Len Berry
B. Booms & Bitner
C. Philip Kotler
D. G.Lynn shostack

56. ____________ is a diagram/ map that visualize a service offering accurately

A. Service Blueprint
B. Service Action
C. Service Recovery
D. None of these

57. ---------is a tool for simultaneously depicting the service process, the points of customer contact and
the evidence of service from the customer’s point of view
A. Front of Planning
B. Service Standardization
C. Service Encounter
D. Service Blueprinting

58. Service Blueprint identifies all the following steps except

A. The direction in which service flow
B. The physical evidence involve in each service step
C. The amount of inventory required at each service step
D. Onstage and backstage activities involve in each service step

59. Which among the following is not a service blueprint component?

A. Customer’s action
B. Employee’s action
C. Owner’s action
D. Physical evidence

G. Physical Evidence
60. The extended service marketing mix includes: People, Processes and _____________.
A. Product
B. Place
C. Price
D. Physical Evidence

61. While advertising the service product, the marketer need to

A. Show the services
B. No need to show services as services are intangible
C. Create world class advertisement to attract more customers
D. Show some tangible clues so customers can easily evaluate service

62. Which of the following is not an element of physical evidence?

A. Employee dress
B. Employee training
C. Equipment
D. Facility design

63. ____________ is the physical surroundings or the physical facility where the service is produced,
delivered and consumed
A. Service space
B. Service place
C. Servicescape
D. Service scope

64. Servicescape model is developed by ___________

A. Booms & Bitner
B. A Parasuraman
C. Len Berry
D. Philp Kotler

65. In the absence of a physical product, service providers needs to consider the use of_______________
that enable customers to make a judgment on the service quality.
A. Tangible clues
B. Intangible clues
C. Blue print
D. Performance measure

66. Which of the following is NOT an example of an ambient condition in a retail environment?
A. Music
B. Signs
C. Scents
D. Lighting

67. ___________ act as clue for physical evidence.

A. Interior of the building
B. Cheque leaves
C. Quotation
D. Food

68. Ambient Condition is an example of ______________.

A. ServiceScape
B. Tangible
C. Service Blueprint
D. Physical Evidence

69. Physical evidence is more important in service marketing because

A. It is the evidence of service quality
B. Customer makes valuation of service on the basis of physical evidence
C. Every service firm uses it
D. Every customer wants it

Unit 3: Service Quality and Measurement (10%)

70. Different perspective of service quality does not include.
A. Transcendent view
B. Value based
C. Demand based
D. User Based

71. According to which prospective quality means “Quality cannot be analyzed before it is being actually
purchase”.
A. Transcendent view
B. Value based
C. Manufacturing based
D. User Based

72. SERVQUAL model was developed and implemented by the _____________

A. Valarie Zeithamal
B. A Parasuraman
C. Leonard Berry
D. All of these

73. Dimensions of service quality do not include.

A. Tangibles
B. Assurance
C. Empathy
D. Durability

74. Assurance dimension does not include which sub dimension.

A. Credibility
B. Competency
C. Courtesy
D. Communication

75. Empathy dimension does not include which sub dimension.

A. Access
B. Sympathy
C. Understanding the customer
D. Communication

76. 24*7 toll free phone number facility is an example of _______________sub dimension.
A. Credibility
B. Communication
C. Access
D. Understanding the customer

77. Politeness, respect, consideration, and friendliness of contact personnel are characteristics of
__________ service quality dimension.
A. Competence
B. Credibility
C. Security
D. Courtesy

78. Trustworthiness, believability, honesty of the service provider are characteristics of __________
service quality dimension.
A. Credibility
B. Security
C. Competence
D. Courtesy

79. Appearance of physical facilities, equipment, personnel, and communication materials are
characteristics of __________ service quality dimension.
A. Reliability
B. Tangibles
C. Responsiveness
D. Assurance

80. “Dependable and accurate performance” talk about which service quality dimension.
A. Tangibles
B. Responsiveness
C. Reliability
D. Assurance

81. “Promptness and helpfulness” talks about which service quality dimension.
A. Reliability
B. Responsiveness
C. Assurance
D. Empathy

82. “Assurance” a service quality dimension describes what?

A. Dependable and accurate performance
B. Promptness and helpfulness
C. Credibility, security, competence, and courtesy
D. Appearance of physical elements

83. “Empathy” a service quality dimension describes what?

A. Dependable and accurate performance
B. Easy access, good communications, and customer understanding
B. Promptness and helpfulness
C. Credibility, security, competence, and courtesy

84. “Does hospital have good reputation?” Is an example of which service quality dimension?
A. Competency
B. Access
C. Credibility
D. Communication

85. “Are the hotel’s facility attractive?” Is an example of which service quality dimension?
A. Reliability
B. Tangibles
C. Security
D. Responsiveness

86. “Does lawyer call me back when promised?” Is an example of which service quality dimension?
A. Reliability
B. Tangibles
C. Security
D. Responsiveness

87. “When there is a problem, does the firm resolve quickly?” Is an example of which service quality
dimension?
A. Reliability
B. Tangibles
C. Security
D. Responsiveness
88. “How easy is it for me to talk to a supervisor when I have problem” Is an example of which service
quality dimension?
A. Communication
B. Understanding the customer
C. Access
D. Courtesy

89. ___________ is defined as the caring, Individualized attention that the firm provides its customers
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance

90. Gap model indicates the

A. Possible failures in the service delivery process.
B. Outcome of the process.
C. Process of the service delivery.
D. The sequence in which service delivered.

91. ____________ between what was expected level and what is perceived level
A. Service gap
B. Supplier gap
C. Customer gap
D. Customer satisfaction

92. Gap model is given by Valerie Zeithaml, A. Parasuraman, and Leonard Berry identifies how many
gaps total in service design.
A. Four
B. Five
C. Six
D. Seven

93. Which service gap is not occurred on part of “Service Firm”?

A. The Knowledge Gap
B. The Delivery Gap
C. The Perception Gap
D. The Policy Gap

94. Which service gap is not occurred on part of “Consumer”?

A. The Perception Gap
B. The Communication Gap
C. The Service Quality Gap
D.

95. Expected Service is not because of which factor.

A. Word of Mouth Communication
B. Personal Needs
C. Present Experience
D. Past Experience

96. The “Knowledge gap” occurs because there is difference between

A. Senior management communicates to customers and customer’s actual needs.
B. Senior management believes customers expect and customer’s actual needs.
C. Senior management delivers and customer’s actual needs.
D. Senior management perception and customer’s actual needs.

97. The “Policy gap” occurs because there is difference between

A. Management Perception of customer requirement and quality standards established.
B. Management Communication to the customer and quality standards established.
C. Management understanding of customer understanding and quality standards established.
D. Management Knowledge about customer requirement and quality standards established.

98. The “delivery gap” occurs because there is difference between

A. Perception service performances and actual performance on these standards.
B. Communicated Service performances and actual performance on these standards.
C. Promised service standards and actual performance on these standards.
D. Specified service delivery standards and actual performance on these standards.

99. The “communication gap” occurs because there is difference between

A. Company communicates and company actually delivers
B. Company promise and company delivers
C. Company Perception and company delivers
D. Company Knowledge and company delivers

100. The “perception gap” occurs because there is difference between

A. What is communicated to the customer and what actually customers perceive?
B. What is delivered to the customer and what actually customers perceive?
C. What is the policy for the customer made and what actually customers perceive?
D. What is knowledge of the customer need and what actually customers perceive?

101. The “service quality gap” occurs because there is difference between
A. What customer communicated to receive and perception of what actually is delivered.
B. What customer perception to receive and perception of what actually is delivered.
C. What customer expected to receive and perception of what actually is delivered.
D. What customer expected as per policy to receive and perception of what actually is delivered.

102. Gap model does not include which gap.

A. Knowledge Gap
B. Policy Gap
C. Supply Gap
D. Delivery Gap

103. “Educate Management about what customer expect” is a proposed solution for which Gap?
A. The Perception Gap
B. The Policy Gap
C. The Knowledge Gap
D. The Delivery Gap

104. “Establish the right service process and specify standards” is a proposed solution for which Gap?
A. The Perception Gap
B. The Policy Gap
C. The Knowledge Gap
D. The Delivery Gap
105. “Ensure that performance meets standards” is a proposed solution for which Gap?
A. The Perception Gap
B. The Policy Gap
C. The Knowledge Gap
D. The Delivery Gap

106. “Ensure that communications content sets realistic expectations” is a proposed solution for which
Gap?
A. The Communication Gap
B. The Policy Gap
C. The Knowledge Gap
D. The Delivery Gap

107. Develop service environment and physical evidence is a proposed solution for which Gap?
A. The Communication Gap
B. The Policy Gap
C. The Perception Gap
D. The Delivery Gap

108. Minimizing the amount of role conflict and role ambiguity experienced by employees will help
reduce the size of this gap is known as ____________.
A. Knowledge gap
B. Standards gap
C. Delivery gap
D. Communications gap

109. Match the following

A. GAP 1 i The Delivery Gap
B. GAP 2 ii The Knowledge Gap
C. GAP 3 iii The Communication Gap
D. GAP 4 iv The Policy Gap

A. A(ii), B(iv), C(i), D(iii)

B. A(iv), B(iii), C(ii), D(i)
C. A(iv), B(iii), C(i), D(ii)
D. A(ii), B(iii), C(i), D(iv)

110. The extent to which customers recognize and are willing to accept variations in service performance
is called the
A. Provider gap
B. Zone of tolerance
C. Customer gap
D. Service paradigm

111. GAP model indicates

A. Possible failures and their possible reasons in service delivery process
B. Process of service delivery
C. Outcome of service process
D. Time gap in between two services

112. Services that occur without interruption, confusion, or hassle to the customer is called
A. Seamless service
B. Service audit.
C. Functional service
D. Departmental service

113. Service quality much depends on

A. Customer involvement in the process
B. Timing of the delivery process
C. The involvement of the customer and employee
D. The timing of the process

114. Service delivery becomes difficult without the support of the _____
A. Employee
B. Customer
C. Organization
D. Managers

115. Empathy refers to

A. Providing service at the expected level.
B. Making service available at all the times.
C. Being considerate and ready to assist the customers.
D. Providing service at doorstep.

116. Reliability refers to

A. Ability to perform the service dependably and accurately.
B. Ability to perform the service at cheap cost.
C. Ability to perform the service in less time.
D. Ability to perform the service at all the time.

117. Assurance refers to

A. Trust and confidence of the employees on the customers.
B. Trust and confidence of the customers on employees
C. Promise given to stakeholders.
D. Consistent performance by the company.

118. Service quality of the company may be affected by the act of _____________
A. Receptionist
B. Competitors
C. Advertisers
D. System administrator

119. Service firms can increase quality control by

A. Making investment in good hiring
B. Standardize the service performance process
C. Monitor customer satisfaction
D. All of the above

120. Which of the following is a key building lasting relationship with consumers?
A. Price of the product
B. Need recognition
C. Customer satisfaction
D. Quality of product
Unit 4: Handling Customer Complaints and Service Recovery (10%)
121. _____________ is any direct interaction between a service provider and customers
A. Service Encounter
B. Service Gap
C. Service quality
D. Supplier Gap

122. Service encounter refers to____________

A. Conveying service products to customers
B. Face to face interaction with the customers at service site
C. Selling the products to customers
D. Encounter failures

123. Services that do not meet customer expectations are called:

A. Service failures
B. Critical incidents
C. Servuction failures
D. Service recovery

124. Service failures involving problematic customer include.

A. Un cooperative customers
B. Breaking company policies
C. Verbal and physical abuse
D. All of the above

125. Jay-customers refers to the customers who

A. Behave irrationally & arrogantly
B. Behave with joy
C. Shows good gestures at service site
D. Very joyful

126. Service recovery refers to

A. Recover loss from customers
B. Recover from market
C. Recover from service failure
D. Recover from loss with competitors

127. Customer Responses to Service Failure______

A. Take public action
B. Take no action
C. Take private action
D. All the above

128. Consumer feelings of pain, comfort, and physical fit are types of
A. Physiological customer responses
B. Emotional customer responses
C. Individual approach behaviours
D. Cognitive customer responses

129. Service recovery refers to

A. Recover the loss from the customers
B. Recover the loss from the competitors
C. Recover from the failure
D. Recover from the market

130. Service encounter refers to

A. conveying the service products to customers
B. Selling the products to the customers
C. Contact established with the customer at the delivery process
D. Encountering the failures

131. Customer those are called Jay customer

A. The Rule Breaker
B. The Belligerent
C. The Family Feuders
D. All the above

132. Which among the following is not an example of Public Action in case of service failure?
A. Complain to service firm
B. Complain to third party
C. Take legal action
D. Switch provider

133. Which among the following are consider as the deadbeat customers?
A. A customer who wants to pay but forget to pay un-intentionally
B. A customer who cheat the company with false claim
C. A customer who breaks rules set by company / government
D. A customer who abuse the service employees

134. Which among the following is a family feuder type customer?

A. The one who visit service site with family
B. The one who visit service site without family
C. The one who argue with their own family members
D. The one whose full family argue with service employees

Unit 5: Introduction to Different Services (20%)

135. Which is not a format of Retail services?
A. Departmental Stores
B. Shopping Malls
C. Non Specialty Store
D. Discount Stores

136. What percentage of FDI is allowed by Indian Govt. in Single brand retail and multi brand retail?
A. 49 and 51
B. 50 and 50
C. 100 and 51
D. 51 and 100

137. Which is not a type of transport services?

A. Railways
B. Airways
C. Marine
D. Highways

138. Which is the oldest bank of India?

A. Union Bank
B. Allahabad Bank
C. State Bank of India
D. Bank of India

139. Which is not a product mainly offered by banking sector.

A. Loans
B. Locker facility
C. Credit & Debit Card
D. Insurance

140. Which is not a general insurance company in India?

A. National Insurance Corporation
B. Life Insurance Corporation
C. New India Assurance Company Ltd.
D. Oriental Insurance Company Ltd.

141. Telecom Sector is managed by which regulatory authority in India.

A. Reserve Bank of India (RBI)
B. Telecom Regulatory Authority of India (TRAI)
C. Insurance regulatory Development Authority (IRDA)
D. Bharat Sanchar Nigam Limited (BSNL)

142. Which is not a one of the player in telecom sector presently?

A. BSNL
B. TATA
C. Reliance
D. MTNL

143. Which is not a type of services provided by ITeS industry of India?

A. Hardware Management & Support
B. Cloud Services
C. Data Backup & Security
D. Consulting

144. Accenture, KPMG, Deloitee, RSM , Cognizant are belongs to which sector company in India.
A. Manufacturing firms
B. Telecommunication firms
C. Consulting firms
D. ITes firms

145. Bank of Baroda, State bank of India, Punjab National Bank, Bank of India is _________banks in
India.
A. Nationalized banks
B. Private Banks
C. Co-operative Banks
D. Foreign Banks
146. Citi Bank, HSBC Bank, BNP Paribas, Standard Charted Bank ____________type of banks in India.
A. Nationalized banks
B. Private Banks
C. Co-operative Banks
D. Foreign Banks

147. The world’s largest industry in the private sector and highest projected generator of jobs is______
A. The hospitality industry
B. Health services
C. Professional services.
D. Business services

148. Select name of the country having maximum percent of GDP attributed to services.
A. United States
B. China
C. Germany
D. India

149. Which of the following is difficult to evaluate?

A. Jewellery
B. Auto repair
C. Furniture
D. Clothing

150. _____________is defined as the caring, individualized attention that the firm provides to its
customers.
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance

151. “Every business is a service business”- Who quoted this sentence?

A. Philip Kotler
B. Gary Hamel
C. Ravi Shankar
D. Ramaswamy & Namakumari

152. Banking is the example of _______________

A. Production services
B. Business services
C. Consumer services
D. Govt. provided services

153. Medical treatment with ayurvedic massage is an example of

A. Production services
B. Business services
C. Consumer services
D. Govt. provided services

154. A person injured in a motor vehicle accident will have health care expenses paid by
A. Social insurance programs
B. Auto insurance
C. Employment-based insurance
D. Works compensation insurance

“BEST OF LUCK”