Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 1 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Thời gian còn lại: --:--

Câu 1: Which characteristic of services refers to the fact that they cannot be seen, tasted, felt, heard, or smelled before they are purchased?

Câu 2: The fact that services are often produced and consumed at the same time, meaning the provider and the client must interact, is known as:

Câu 3: Which of the following describes the 'Variability' or 'Heterogeneity' of services?

Câu 4: Why is the 'Perishability' of services a significant challenge for hotel managers during off-peak seasons?

Câu 5: In the 7Ps of the service marketing mix, which element focuses on the staff's appearance, skills, and attitude?

Câu 6: Which element of the 7Ps includes the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 7: The environment in which the service is delivered and where the firm and customer interact is known as:

Câu 8: Attributes that a customer can determine only after purchasing or during consumption are called:

Câu 9: Which dimension of the SERVQUAL model measures the willingness of employees to help customers and provide prompt service?

Câu 10: In the Gap Model of Service Quality, Gap 1 (The Knowledge Gap) occurs when there is a difference between:

Câu 11: The 'Service Recovery Paradox' suggests that:

Câu 12: Which type of marketing focuses on training and motivating employees to serve customers well?

Câu 13: Attributes that are difficult for consumers to evaluate even after consumption, such as medical diagnosis or legal advice, are known as:

Câu 14: The 'Zone of Tolerance' in service quality is defined as the range between:

Câu 15: Yield management (also known as revenue management) is most commonly used in which industry to deal with perishability?

Câu 16: 'Service Blueprint' is primarily used to:

Câu 17: In a service blueprint, the 'Line of Visibility' separates which two areas?

Câu 18: The concept of 'Co-creation' in services suggests that:

Câu 19: Which of the following is an example of 'Physical Evidence' for a university?

Câu 20: Which SERVQUAL dimension refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

Câu 21: The 'Empathy' dimension in SERVQUAL focuses on:

Câu 22: What is the primary goal of 'Interactive Marketing' in the service triangle?

Câu 23: When a service firm uses 'Peak-load pricing', it is attempting to manage:

Câu 24: Customer Lifetime Value (CLV) is a metric that estimates:

Câu 25: Which SERVQUAL dimension involves the appearance of physical facilities, equipment, and personnel?