Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 6 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

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Câu 1: Which characteristic of services makes it difficult for customers to evaluate the quality of a service before purchasing it?

Câu 2: In the context of the 7Ps of service marketing, which element focuses on the actual procedures and flow of activities by which the service is delivered?

Câu 3: hotel offers discounted room rates during the off-season to manage the fact that unused rooms cannot be stored for later sale. This strategy addresses which service characteristic?

Câu 4: Which dimension of the SERVQUAL model refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

Câu 5: The 'Moment of Truth' in service marketing refers to which of the following?

Câu 6: In the Gaps Model of Service Quality, 'Gap 1' (The Knowledge Gap) occurs when there is a difference between:

Câu 7: Which type of service quality is particularly difficult for a customer to evaluate even after the service has been consumed, such as a complex medical surgery or legal advice?

Câu 8: What is the primary objective of 'Internal Marketing' in a service organization?

Câu 9: In a Service Blueprint, the 'Line of Visibility' separates which two areas?

Câu 10: Which of the following describes the 'Service Recovery Paradox'?

Câu 11: Which element of the 7Ps includes the environment in which the service is delivered and any tangible components that facilitate service performance?

Câu 12: The 'Zone of Tolerance' in service marketing is defined as the range between:

Câu 13: Yield management is most commonly applied in which of the following industries due to high fixed costs and perishable capacity?

Câu 14: When a bank installs Self-Service Technologies (SST) like ATMs, the customer's role changes to that of a:

Câu 15: Which of the following is an example of an 'Augmented' service in a hotel stay?

Câu 16: What does the 'Heterogeneity' of services refer to?

Câu 17: According to the 'Servicescape' model, which of the following is an 'Ambient Condition'?

Câu 18: Which SERVQUAL dimension measures the willingness of employees to help customers and provide prompt service?

Câu 19: In 'Interactive Marketing', the focus is primarily on the relationship between:

Câu 20: 'Service Guarantee' is most effective when it is:

Câu 21: Which of the following is a 'Facilitating Supplementary Service' in Lovelock's Flower of Service model?

Câu 22: What is the primary reason for 'Gap 3' (The Service Performance Gap)?

Câu 23: When consumers use price as a surrogate indicator of service quality, they are likely facing high levels of:

Câu 24: The concept of 'Emotional Labor' in service marketing refers to:

Câu 25: Which of the following describes 'Inseparability' in services?