Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 3 - 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 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: