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Bộ 15 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Bộ 15 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Lưu ý: Nội dung trong bài Bộ 15 - 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.

Thời gian còn lại: --:--

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?