service quality
MKTG1255 – SERVICE QUALITY
PRACTICE MULTIPLE CHOICE QUESTIONS
THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED THE SAME QUESTION(S) IN THE FINAL EXAM.
1. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
a. Suggestions
b. Reservations
c. Trackers
d. Repossessions
e. Contracts
2. Which of the following is NOT considered an example of a hospitality element?
a. Greeting
b. Toilets and washrooms
c. Advice
d. Food and beverages
e. Transport
3. A company’s ____________ helps to determine which supplementary services should be included.
a. location
b. delivery system
c. key service representative
d. service atmosphere
e. market positioning strategy
4. Customers being turned away or having to wait is an implication of which aspect of services?
a. People may be a part of the service experience.
b. Intangible elements usually dominate value creation.
c. Services are often difficult to visualize and understand.
d. Customers may be involved in co-production.
e. Most services cannot be inventoried.
5. Tangible characteristics that customers can evaluate prior to purchase are termed ____________.
a. search attributes
b. experience attributes
c. credence attributes
d. satisfaction attributes
e. capital attributes
6. The prepurchase stage begins with ____________.
a. perceived risk
b. formation of expectations
c. moments of truth
d. evoked set
e. need arousal
7. The service operations system does not include ____________.
a. physical facilities
b. equipment
c. other customers
d. technical core
e. personnel
8. In the theater metaphor, the elements include all but the following ____________.
a. positions
b. roles
c. scripts
d. service facilities
e. personnel
9. Which of the following is NOT a type of perceived risk in purchasing and using services?
a. Functional
b. Permanent
c. Financial
d. Physical
e. Social
10. ____________, refers to an explicit form of positioning
PRACTICE MULTIPLE CHOICE QUESTIONS
THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED THE SAME QUESTION(S) IN THE FINAL EXAM.
1. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
a. Suggestions
b. Reservations
c. Trackers
d. Repossessions
e. Contracts
2. Which of the following is NOT considered an example of a hospitality element?
a. Greeting
b. Toilets and washrooms
c. Advice
d. Food and beverages
e. Transport
3. A company’s ____________ helps to determine which supplementary services should be included.
a. location
b. delivery system
c. key service representative
d. service atmosphere
e. market positioning strategy
4. Customers being turned away or having to wait is an implication of which aspect of services?
a. People may be a part of the service experience.
b. Intangible elements usually dominate value creation.
c. Services are often difficult to visualize and understand.
d. Customers may be involved in co-production.
e. Most services cannot be inventoried.
5. Tangible characteristics that customers can evaluate prior to purchase are termed ____________.
a. search attributes
b. experience attributes
c. credence attributes
d. satisfaction attributes
e. capital attributes
6. The prepurchase stage begins with ____________.
a. perceived risk
b. formation of expectations
c. moments of truth
d. evoked set
e. need arousal
7. The service operations system does not include ____________.
a. physical facilities
b. equipment
c. other customers
d. technical core
e. personnel
8. In the theater metaphor, the elements include all but the following ____________.
a. positions
b. roles
c. scripts
d. service facilities
e. personnel
9. Which of the following is NOT a type of perceived risk in purchasing and using services?
a. Functional
b. Permanent
c. Financial
d. Physical
e. Social
10. ____________, refers to an explicit form of positioning