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Bộ 7 - 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, heard, or smelled before they are purchased?

Câu 2: In the context of the 7Ps of service marketing, which element includes the recruitment, training, and motivation of employees to ensure service quality?

Câu 3: Which dimension of the SERVQUAL model measures the willingness to help customers and provide prompt service?

Câu 4: The 'Service Recovery Paradox' refers to a situation where:

Câu 5: In a Service Blueprint, what is the specific term for the line that separates customer actions from 'front stage' employee actions?

Câu 6: Which of the following describes 'Perishability' in services?

Câu 7: In the Gaps Model of Service Quality, Gap 1 (The Listening Gap) occurs when there is a difference between:

Câu 8: What is the primary objective of 'Yield Management' (also known as Revenue Management)?

Câu 9: Which component of the 'Flower of Service' model includes items like consultations, hospitality, and exceptions?

Câu 10: What does the 'Servicescape' refer to in service marketing?

Câu 11: Which term describes the labor performed by employees when they must manage their emotions to satisfy organizational requirements during a service encounter?

Câu 12: According to the Gaps Model, 'Gap 3' (The Service Performance Gap) is most likely caused by:

Câu 13: Which SERVQUAL dimension refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

Câu 14: What is the main challenge associated with 'Inseparability' in services?

Câu 15: What strategy is most effective for a service firm to manage demand during peak periods when capacity is fixed?

Câu 16: In service marketing, 'Boundary Spanners' are employees who:

Câu 17: Which of the following is an example of a 'Facilitating Service' in the Flower of Service model?

Câu 18: The 'Line of Visibility' in a service blueprint is used to distinguish between:

Câu 19: Which type of service encounter is characterized by the highest level of variability and customer participation?

Câu 20: What is the primary risk of 'Heterogeneity' (Variability) in services?

Câu 21: Which customer tier in the 'Customer Pyramid' represents the most profitable customers who are least price-sensitive?

Câu 22: What is the purpose of 'Internal Marketing' in a service organization?

Câu 23: In the SERVQUAL model, 'Tangibles' refer to:

Câu 24: Which of the following is a key advantage of using Self-Service Technologies (SSTs) for a firm?

Câu 25: Which gap in the Gaps Model relates to the discrepancy between actual service delivery and the promises made in the firm's advertising?