Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 13 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

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Câu 1: Which service characteristic refers to the fact that services are performances or actions rather than physical objects and cannot be seen or felt before purchase?

Câu 2: In the expanded marketing mix for services, which 'P' refers to the environment in which the service is delivered and where the firm and customer interact?

Câu 3: According to the Service Quality Gap Model, what is the 'Knowledge Gap'?

Câu 4: Which implication arises from the 'Inseparability' characteristic of services?

Câu 5: Which of the following best describes the 'Perishability' of services?

Câu 6: Which SERVQUAL dimension measures the ability to perform the promised service dependably and accurately?

Câu 7: What term did Mary Jo Bitner use to describe the man-made, physical surroundings that facilitate service performance?

Câu 8: The 'Zone of Tolerance' in service marketing is defined as:

Câu 9: What occurs when a customer's satisfaction level is higher after a successful service failure recovery than it would have been if the service had been delivered correctly the first time?

Câu 10: Because services lack tangible cues, customers often use which element as a primary surrogate for evaluating quality?

Câu 11: In Lovelock's 'Flower of Service' model, which supplementary service is considered a 'facilitating' element?

Câu 12: Which concept emphasizes that for a service firm to succeed, it must treat its employees as customers and align their needs with organizational goals?

Câu 13: In a service blueprint, what is the name of the line that separates activities visible to the customer from those that happen behind the scenes?

Câu 14: When demand for a service exceeds its maximum capacity, which strategy is most appropriate for a service marketer?

Câu 15: Services such as legal advice or complex medical surgeries are difficult for customers to evaluate even after consumption. These are known as having high:

Câu 16: Why is 'Heterogeneity' a significant challenge in service marketing?

Câu 17: Any point of interaction between a customer and a service provider throughout the service delivery process is referred to as a:

Câu 18: In the customer pyramid model, which tier consists of the most profitable customers who are less price-sensitive and committed to the firm?

Câu 19: Yield management (revenue management) is most commonly used in industries characterized by:

Câu 20: Which element of the 7Ps focuses on the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 21: The 'Servuction Model' illustrates that the service experience is influenced by which invisible element?

Câu 22: According to Maister's 'Laws of Service Waiting', which of the following is true regarding customer perception?

Câu 23: What is the primary goal of service positioning?

Câu 24: The 'Communication Gap' (Gap 4) in the Service Quality Model is often caused by:

Câu 25: ATMs and online banking are examples of which trend in service marketing?