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Bộ 4 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Bộ 4 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

Lưu ý: Nội dung trong bài Bộ 4 - 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 makes it difficult for customers to evaluate the quality of a service before they actually purchase and consume it?

Câu 2: In the Gaps Model of Service Quality, what does Gap 2 (the Service Design and Standards Gap) represent?

Câu 3: Which of the 7Ps of the extended marketing mix refers to the actual procedures, mechanisms, and flow of activities by which a service is delivered?

Câu 4: Services like legal advice or medical surgery are high in which type of qualities because they are difficult to evaluate even after consumption?

Câu 5: Which dimension of service recovery refers to the perceived fairness of the compensation or outcome received after a service failure?

Câu 6: In the context of the Servicescape, what term is used for the non-visual elements like temperature, air quality, noise, and music?

Câu 7: To manage the perishability of services, a hotel offering lower rates during weekdays to attract business travelers is using which strategy?

Câu 8: Which dimension of the SERVQUAL scale refers to the firm's ability to perform the promised service dependably and accurately?

Câu 9: In a service blueprint, which line separates the activities performed by front-stage employees from those performed by back-stage employees?

Câu 10: What is the primary drawback of heterogeneity (variability) in services for a service provider?

Câu 11: Which level of relationship marketing focuses on building loyalty through price incentives, such as frequent flyer miles or 'buy 10 get 1 free' cards?

Câu 12: Which pricing strategy involves setting a high price for a new, unique service to target customers who are less price-sensitive?

Câu 13: What is the main purpose of internal marketing in a service organization?

Câu 14: Which gap in the Gaps Model occurs when a company's advertisements promise a level of service that the company cannot actually deliver?

Câu 15: Employees who interact directly with customers and work at the boundary of the organization are often referred to as:

Câu 16: Empowerment in service marketing involves giving frontline employees the authority to:

Câu 17: The 'Disconfirmation Model' of customer satisfaction suggests that satisfaction is a result of the comparison between:

Câu 18: When a restaurant hires part-time staff during the busy holiday season, it is using which strategy to manage capacity?

Câu 19: What is the primary benefit of Self-Service Technologies (SST) for many service firms?

Câu 20: Which level of loyalty development uses structural bonds to tie customers to the firm, often through technology or integrated systems?

Câu 21: Yield management (or Revenue management) is most effective for businesses that have:

Câu 22: In the 'Customer Pyramid' or 'Tiering of Service', which segment represents the most profitable customers who are least price-sensitive?

Câu 23: Which type of service innovation involves creating a new service for a market that has not been previously defined?

Câu 24: The concept of the customer as a 'partial employee' suggests that:

Câu 25: What does the term 'Double Deviation' refer to in service marketing?