Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 15 - 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 services cannot be saved, stored, resold, or returned?

Câu 2: When a customer visits a hair salon, the service is produced and consumed at the same time. This represents which service characteristic?

Câu 3: Which dimension of SERVQUAL refers to the firm's ability to perform the promised service dependably and accurately?

Câu 4: In the Gaps Model of Service Quality, Gap 1 (The Knowledge Gap) occurs when there is a difference between:

Câu 5: Services like legal advice or medical surgery are difficult to evaluate even after consumption. These are high in:

Câu 6: Which of the following is considered an element of 'Physical Evidence' in the 7Ps of service marketing?

Câu 7: The 'Zone of Tolerance' in service marketing is the range between:

Câu 8: hotel offers a 'happy hour' with discounted drinks from 4 PM to 6 PM to attract customers during slow periods. This is a strategy to manage:

Câu 9: Which of the following is a primary cause of Gap 3 (The Service Performance Gap)?

Câu 10: In a service blueprint, the 'Line of Visibility' separates:

Câu 11: What is the 'Service Recovery Paradox'?

Câu 12: Which dimension of SERVQUAL involves the knowledge and courtesy of employees and their ability to convey trust and confidence?

Câu 13: When a bank encourages customers to use ATMs instead of bank tellers, the customer is acting as a:

Câu 14: Which pricing strategy is commonly used by airlines and hotels to adjust prices in real-time based on demand and capacity?

Câu 15: Emotional labor refers to the effort required by service employees to:

Câu 16: In Lovelock's 'Flower of Service', which category do 'billing' and 'payment' fall into?

Câu 17: Which type of justice in service recovery refers to the fairness of the actual compensation or outcome received by the customer?

Câu 18: Ambient conditions in a servicescape include which of the following?

Câu 19: What is the primary goal of Internal Marketing in a service organization?

Câu 20: 'Boundary Spanner' in a service firm is an employee who:

Câu 21: Gap 4 (The Communication Gap) is often caused by which of the following?

Câu 22: In the context of service quality, 'Responsiveness' refers to:

Câu 23: Which of the following is a strategy to 'tangibilize' the intangible service?

Câu 24: loyalty program that offers a free coffee after 10 purchases is an example of which level of relationship marketing?

Câu 25: Which of the following best describes 'Heterogeneity' in services?