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Bộ 3 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Bộ 3 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Lưu ý: Nội dung trong bài Bộ 3 - 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 smelled before they are purchased?

Câu 2: hotel room that remains empty for a night cannot be sold the following day. This illustrates which service characteristic?

Câu 3: In the Gaps Model of Service Quality, Gap 1 occurs when there is a difference between customer expectations and what?

Câu 4: Which element of the 7Ps marketing mix includes the environment in which the service is delivered and where the firm and customer interact?

Câu 5: The fact that a service provider and a customer must both be present for the service to occur is known as:

Câu 6: Which dimension of SERVQUAL refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

Câu 7: What is the term for the range of service performance that a customer considers satisfactory and is willing to accept?

Câu 8: Which type of service quality refers to qualities that a customer cannot easily evaluate even after consumption, such as legal advice or medical surgery?

Câu 9: tool used to document the sequence of activities and the roles of participants in a service process is called a:

Câu 10: When a customer receives better service after a failure than they would have if the service had been right the first time, it is called the:

Câu 11: Which of the 7Ps focuses on the actual procedures, mechanisms, and flow of activities by which the service is delivered?

Câu 12: Internal marketing in services primarily focuses on which group?

Câu 13: strategy used by airlines and hotels to manage demand by fluctuating prices based on time and capacity is called:

Câu 14: Which SERVQUAL dimension measures the willingness of employees to help customers and provide prompt service?

Câu 15: The 'Line of Visibility' in a service blueprint separates:

Câu 16: Which of the following is an example of an 'Experience' attribute of a service?

Câu 17: Which 'Gap' in the Gaps Model refers to the difference between service delivery and the service provider's external communications?

Câu 18: The term 'Servicescape' primarily refers to:

Câu 19: What is the primary goal of relationship marketing in the service industry?

Câu 20: Which of the following is a 'facilitating service' in the Flower of Service model?

Câu 21: Heterogeneity in services is also commonly referred to as:

Câu 22: Service employees who interact directly with customers and work at the 'edge' of the organization are called:

Câu 23: What does the 'S-D Logic' (Service-Dominant Logic) emphasize?

Câu 24: Which type of demand management strategy involves cross-training employees to perform different tasks during peak periods?

Câu 25: 'Moment of Truth' in service marketing refers to: