Multiple choice questions:
1. Nike's introduction of women-only boutiques called Nike Goddess to satisfy the needs of a growing number of women athletes is an example of a(n):
A. Compliant standard
B. Concrete substitution
C. Internal anchor
D. One-time fix
E. Quick solution
2. Which of the following statements does NOT describe a criterion for selecting behaviors and actions for customer-defined service standards?
A. Customer-defined standards should be based on behaviors and actions that are very important to customers
B. Customer-defined standards should be established for behaviors and actions that need to be improved or maintained
C. Customer-defined standards should be accepted by employees
D. Customer-defined standards should be reactive rather than predictive
E. Customer-defined standards should be challenging, but realistic
3. One of the customer-defined standards at Delta Airlines is "the number of pieces of luggage damaged per day". "The number of pieces of luggage damaged per day" is a _____ customer-defined service standard.
A. Formal
B. Hard
C. Informal
D. Measurable
E. Soft
4. Which of the following is NOT an example of an effective formal service goal?
A. Deliver products quickly
B. Call the customer back within 2 hours
C. Replace lost credit cards within 48 hours 98 percent of the time
D. Answer phones within 3 rings
E. Connect new cable service on the date promised
5. First National Bank of Chicago tracks 650 service quality measures relating to timely, accurate and responsive service. The measures include speed of telephone answering, number of abandoned calls, turnaround time on inquiries and the speed at which the bank transfers securities. The measures used by First Bank of Chicago are _____ measurements.
A. Hard
B. Basic
C. Formal
D. Tangible
E. Informal
6. Standardization of services occurs through:
A. Substitution of technology for personal contact and human effort
B. Organizational flattening
C. Employee encroachment
D. Division of labor and specialization
E. Autonomous management
7. To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where tired business travelers can enjoy a hot shower or sit in massage chairs and listen to soothing music. These amenities are examples of which composite dimension of servicescapes?
A. Spatial layout
B. Signs
C. Artifacts
D. Ambient conditions
E. Functional forms
8. To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where travelers can send last-minute faxes and e-mails. It has also installed continuous "power to the seat" for those who need to work on their laptops for the entire plane trip. These amenities are an example of:
A. Spatial input
B. Symbolic design
C. Ambient conditions
D. Targeted artifacts
E. Functionality
9. A convenience store is a(n) _____ environment.
A. Self-service
B. Vertical service
C. Remote service
D. Flexible service
E. Interpersonal services
10. When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. Because the site is inviting, attractive and fun to browse, customers perceive the Hyatt hotels to also be this way. By designing it this way, Hyatt has used:
A. Clue management
B. Customer-driven cues
C. Company-oriented tangibles
D. A visual enhancement strategy
E. A virtual enhancement strategy
11. While most KFC restaurants look alike, there is one in Marietta, Georgia, that is in the base of a 56-foot tall chicken replica with rolling eyes and a moving beak. In this example, the servicescape is act as a:
A. Package
B. Facilitator
C. Differentiator
D. Boundary spanner
E. Socializer
12. When Stan went to open a bank account at First National Bank, he was greeted by a friendly account representative who explained the different types of savings and checking accounts, as well as other banking services (e.g., ATM, direct deposit, credit cards and consumer loans) that were available. According to the services marketing triangle, the actions by the account representative are a form of _____ marketing.
A. Internal
B. Interactive
C. Integrated
D. Strategic
E. External
13. According to the services marketing triangle, an advertisement for Randonner Tours that describes the agency's customized bicycle tours through Europe is a form of _____ marketing.
A. Internal
B. Interactive
C. Integrated
D. External
E. Relational
14. According to the service profit chain:
A. There is a direct relationship between employee satisfaction and customer loyalty
B. Internal marketing is more important than either interactive or external marketing
C. The strategies for internal, external and interactive marketing are equally important
D. Customer loyalty is unrelated to internal marketing
E. Reliability is the most important of all the desired service characteristics
15. The _____ dimension of service quality is highly dependent on employees' ability to communicate their credibility and to inspire trust and confidence.
A. Reliability
B. Responsiveness
C. Assurance
D. Empathy
E. Tangibles
16. Cadet Uniform Services, a Canadian company that rents uniforms to major corporations, requires its new delivery drivers to go through a year-long training regimen before they receive their own delivery routes. First, new drivers go through three months of training to learn the whole scope of the business before setting foot in a delivery truck. Then they ride with experienced delivery drivers for nine months to watch how they interact with customers. According to the services marketing triangle, Cadet's training program is a form of _____ marketing.
A. Internal
B. Hierarchical
C. Interactive
D. Integrated
E. External
17. Compatibility management is LEAST important in which of the following services?
A. Airplane flights
B. Movie theater
C. College basketball game
D. Theme park
E. Long distance telephone service
18. Lois Kay is an experienced baker. She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery. What service delivery role is Kay performing?
A. Customer mix manager
B. Competitor
C. Productive resource
D. Contributor to quality and satisfaction
E. Recruiter
19. When a customer does not understand his or her role in the service delivery process, he or she is contributing to provider:
A. Gap 1
B. Gap 2
C. Gap 3
D. Gap 4
20. For which of the following services does successful service delivery depend on consumers having a moderate level of participation by providing information, effort or physical possessions?
A. A weight-reduction program
B. Airline travel
C. Pest control
D. A haircut
E. Marriage counseling
Attachment:- Questions.rar