Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 5 - 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: In the 7Ps of the services marketing mix, which element refers to the environment in which the service is delivered and where the firm and customer interact?

Câu 3: According to the Gaps Model of Service Quality, Gap 1 (The Knowledge Gap) occurs when there is a discrepancy between:

Câu 4: The 'Service Recovery Paradox' suggests that:

Câu 5: Which dimension of SERVQUAL refers to the 'willingness to help customers and provide prompt service'?

Câu 6: Because services are produced and consumed simultaneously, this characteristic is known as:

Câu 7: Which strategy is most effective for managing service 'Perishability' when demand is low?

Câu 8: The 'Flower of Service' model categorizes supplementary services into two groups: 'Facilitating' and 'Enhancing'. Which of the following is an 'Enhancing' service?

Câu 9: When a customer's evaluation of a service performance is within the range between 'desired service' and 'adequate service', they are in the:

Câu 10: Which concept refers to the practice of 'training and motivating customer-contact employees and supporting service people to work as a team'?

Câu 11: 'Service Blueprint' is a tool primarily used to:

Câu 12: Which type of cost includes the time, physical effort, and mental energy a customer spends to acquire a service?

Câu 13: When a hotel adjusts its room rates daily based on current occupancy levels and market demand, it is practicing:

Câu 14: In the context of the servicescape, 'Ambient Conditions' refers to:

Câu 15: Which category of 'complainers' is likely to take their business elsewhere without ever telling the service provider about their dissatisfaction?

Câu 16: The 'Services Marketing Triangle' shows the relationships between which three groups?

Câu 17: What is the primary goal of 'Relationship Marketing' in a service context?

Câu 18: Which of the following is a 'Self-Service Technology' (SST)?

Câu 19: What does 'Heterogeneity' (or Variability) in services mean?

Câu 20: Which SERVQUAL dimension involves the 'knowledge and courtesy of employees and their ability to convey trust and confidence'?

Câu 21: The 'Line of Visibility' in a service blueprint separates:

Câu 22: Which of the following is a strategy to 'Tangibilize the Service'?

Câu 23: In the Gaps Model, Gap 3 (The Service Performance Gap) is primarily caused by:

Câu 24: Which of the following describes 'Customer Lifetime Value' (CLV)?

Câu 25: Which 'P' of the service marketing mix is concerned with the 'actual procedures, mechanisms, and flow of activities'?