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Bộ 10 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Bộ 10 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Lưu ý: Nội dung trong bài Bộ 10 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án chỉ dành cho mục đích tham khảo và học tập. Ban quản trị không chịu trách nhiệm về tính pháp lý hoặc kết quả thực tế khi áp dụng các thông tin này. Chúng tôi KHÔNG yêu cầu bất kỳ quyền truy cập nào vào hệ thống của bạn, KHÔNG theo dõi thao tác và KHÔNG thu thập dữ liệu cá nhân của bạn trong suốt quá trình làm bài.

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

Câu 2: The fact that service quality depends on who provides the service, as well as when, where, and how it is provided, describes which service characteristic?

Câu 3: Which service characteristic implies that services cannot be stored for later sale or use?

Câu 4: Which characteristic means that a service is produced and consumed at the same time and cannot be isolated from its provider?

Câu 5: In addition to the traditional 4Ps, which three elements comprise the extended marketing mix for services?

Câu 6: According to the Gaps Model of Service Quality, which gap occurs when management does not accurately perceive what customers actually expect?

Câu 7: In the Gaps Model, which gap is defined as the difference between customers' expectations of a service and their perceptions of the service actually delivered?

Câu 8: Which dimension of the SERVQUAL model refers to the firm's ability to perform the promised service dependably and accurately?

Câu 9: Which SERVQUAL dimension involves the caring, individualized attention the firm provides to its customers?

Câu 10: Which tool is used to visually map out the service process, identifying points of customer contact and 'fail points'?

Câu 11: In Christopher Lovelock's model, what concept describes a core product surrounded by facilitating and enhancing supplementary services?

Câu 12: What is the term for the total revenue a business can expect from a single customer throughout the entire duration of their relationship?

Câu 13: Which phenomenon occurs when a customer's post-failure satisfaction exceeds the satisfaction they would have felt if no failure had occurred?

Câu 14: Which type of marketing focuses on training and motivating employees to work as a team to provide customer satisfaction?

Câu 15: What term refers to the physical environment in which the service is delivered and where the firm and customer interact?

Câu 16: Which strategy involves using price and capacity management to maximize the amount of revenue generated from a perishable service?

Câu 17: Which type of service quality is most difficult for consumers to evaluate even after the service has been consumed?

Câu 18: What is the range of service performance that a customer finds acceptable, located between the 'desired' and 'adequate' service levels?

Câu 19: Which concept, coined by Jan Carlzon, refers to any episode in which a customer comes into contact with any aspect of the organization?

Câu 20: In a service blueprint, which line separates the service activities that the customer sees from those they do not see?

Câu 21: Which marketing orientation prioritizes long-term customer retention and satisfaction over short-term transactional gains?

Câu 22: Which element of the 7Ps focuses on the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 23: Business cards, signage, equipment, and reports are all examples of which element of the service marketing mix?

Câu 24: When customers take an active role in the production and delivery of a service, this process is known as:

Câu 25: Which model links service firm profits with employee satisfaction, customer loyalty, and value creation?