Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

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

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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?