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Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án - Phần 3

Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án - Phần 3

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Câu 1: According to the Mehrabian-Russell Stimulus-Response Model applied to the servicescape, what are the two primary dimensions of employee and customer behavioral responses?

Câu 2: When a popular theme park implements a virtual queuing system via a mobile app instead of physical lines, which capacity management strategy are they primarily utilizing?

Câu 3: In the SERVQUAL measurement scale, which specific dimension relates to the firm's willingness to help customers and provide prompt service?

Câu 4: In a standard service blueprint, what specific boundary separates the front-stage activities that customers can see from the back-stage activities that are hidden from them?

Câu 5: What term describes the psychological effort employees must exert to align their outward display of feelings with the organization's customer service standards?

Câu 6: Which pricing strategy is commonly utilized by airlines and hotels to maximize revenue by allocating perishable inventory to the right customer at the right price and time?

Câu 7: The phenomenon where a customer's post-recovery satisfaction is actually higher than their satisfaction prior to the service failure is academically known as what?

Câu 8: In Zeithaml's Customer Pyramid model for relationship marketing, which tier represents customers who cost the company time and money but do not provide sufficient return on investment?

Câu 9: When a retail bank encourages customers to use ATMs instead of human tellers for routine deposits, what role is the customer primarily playing in the service delivery?

Câu 10: In the Gaps Model of Service Quality, Provider Gap 3 occurs when there is a discrepancy between service quality specifications and what other element?

Câu 11: An overpromising advertising campaign that ultimately leads to severe customer disappointment is the primary cause of which specific gap in the Service Quality Model?

Câu 12: What is generally considered a major disadvantage of using franchising as a rapid distribution strategy for service firms?

Câu 13: Complex offerings like medical surgeries and legal representation are high in which type of qualities, making them incredibly difficult for consumers to evaluate even after consumption?

Câu 14: When a frontline employee receives conflicting demands from management, such as 'serve customers quickly' versus 'upsell every customer', what specific type of stress are they experiencing?

Câu 15: According to capacity management theory, what typically happens when a service firm constantly operates at its absolute maximum capacity rather than its optimum capacity?

Câu 16: Offering a tiered service guarantee, such as a full refund if late by 30 minutes or a 50% refund if late by 15 minutes, is an Integrated Services Marketing Communications strategy designed to achieve what?

Câu 17: In the context of Bitner's servicescape model, what does the dimension of 'spatial layout and functionality' specifically refer to?

Câu 18: A software company stores all of a client's historical data in a proprietary format, making it highly disruptive for the client to move to a competitor; this strategy builds loyalty through what mechanism?

Câu 19: When handling a severe customer complaint, providing tangible compensation like a full refund that perfectly matches the customer's level of loss satisfies which type of perceived justice?

Câu 20: According to consumer behavior research, what is one of the most common reasons customers fail to adopt new Self-Service Technologies (SSTs) like automated checkout kiosks?

Câu 21: How does an increase in the absolute importance of a specific service attribute, such as physical safety during an airline flight, affect the customer's zone of tolerance for that attribute?

Câu 22: In developing a service blueprint, what is the primary operational purpose of formally identifying 'fail points' within the mapped process?

Câu 23: According to research on distinct complaining behaviors, which type of complainer is most likely to complain directly to the service provider but less likely to spread negative word-of-mouth or sue?

Câu 24: When a high-end spa purposefully prices its massages significantly higher than local competitors strictly to signal exclusivity and luxury, it is relying on which pricing concept?

Câu 25: Background music, ambient temperature, and pleasant scents deliberately designed into a retail store environment are classified under which specific dimension of the servicescape?