Quay lại danh mục Trắc nghiệm Marketing dịch vụ Tiếng Anh

Bộ 8 - Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án

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Câu 1: Which service characteristic describes the fact that services cannot be seen, tasted, felt, or smelled before they are purchased?

Câu 2: hotel that offers discounted room rates during the off-peak season to manage demand is addressing which service characteristic?

Câu 3: The fact that a hair stylist must be present at the same time as the customer to provide the haircut illustrates which service characteristic?

Câu 4: Which of the following is an additional element of the 'Extended Marketing Mix' (7Ps) specifically for services?

Câu 5: What term is used to describe the service characteristic where the quality of service depends on who provides it, when, where, and how?

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

Câu 7: Which dimension of the SERVQUAL model refers to the willingness to help customers and provide prompt service?

Câu 8: Physical Evidence in the service marketing mix includes which of the following?

Câu 9: Which strategy helps a firm 'tangibilize' a service product?

Câu 10: Gap 3 (The Service Performance Gap) in the Gaps Model is primarily caused by:

Câu 11: Which of the following is a component of 'Process' in the 7Ps of service marketing?

Câu 12: What is the primary objective of 'Internal Marketing' in a service organization?

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

Câu 14: What concept refers to a situation where a service failure occurs, but the provider's successful recovery effort leads to higher customer satisfaction than before the failure?

Câu 15: The 'Zone of Tolerance' in service marketing represents the difference between:

Câu 16: Which of the following pricing strategies is commonly used in the airline industry to maximize revenue by adjusting prices based on demand levels?

Câu 17: The dimension of 'Reliability' in the SERVQUAL model focuses on:

Câu 18: Which aspect of the 'Service-Profit Chain' links employee satisfaction directly to firm profitability?

Câu 19: When a customer helps clear their own table at a fast-food restaurant, they are engaging in:

Câu 20: Which of the following is a characteristic of 'Search Qualities' in products, which are often lacking in services?

Câu 21: Which 'P' of the service marketing mix is most concerned with the 'Moments of Truth' occurring between customers and employees?

Câu 22: An insurance company providing a detailed policy booklet and a plastic membership card is attempting to address which challenge?

Câu 23: Which term describes the 'credence qualities' of a service?

Câu 24: Gap 4 (The Communication Gap) occurs when there is a discrepancy between:

Câu 25: What is the primary function of 'Physical Evidence' in the marketing of a bank?