Trắc nghiệm Marketing dịch vụ Tiếng Anh online - Chương 2
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Câu 1:
When choosing an online English course, which of the following represents a 'search attribute' that a prospective student can easily evaluate before making a purchase?
💡 Lời giải chi tiết:
According to standard services marketing analysis, search attributes are tangible characteristics a customer can easily evaluate before purchase, such as The price of the course and the schedule
Câu 2:
A student taking a free trial lesson for an online IELTS speaking class is primarily trying to evaluate which type of service attribute?
💡 Lời giải chi tiết:
According to widespread analysis, a trial lesson allows the student to personally assess teaching quality and platform usability during consumption, which represents an Experience attribute
Câu 3:
Even after completing an online English pronunciation course, a student might find it hard to judge if their accent has genuinely improved to a native level, demonstrating which attribute?
💡 Lời giải chi tiết:
According to consumer behavior models, attributes that are difficult for customers to evaluate even after consumption due to lack of expertise represent a Credence attribute
Câu 4:
To reduce a student's perceived risk when buying a 1-year online English subscription, an EdTech company offers a '30-day money-back guarantee', which primarily addresses which type of risk?
💡 Lời giải chi tiết:
According to popular risk mitigation theories, a money-back guarantee directly protects the customer against monetary loss, thereby significantly reducing Financial risk
Câu 5:
A beginner English learner feels anxious that the online tutor might silently judge their poor speaking skills, which represents which type of perceived risk in service consumption?
💡 Lời giải chi tiết:
According to psychological analysis in marketing, the fear of embarrassment or negative self-perception during the learning process is defined as Psychological risk
Câu 6:
In online English tutoring, the difference between a student's 'desired service' (flawless internet connection) and 'adequate service' (occasional minor lag) is known in services marketing as what?
💡 Lời giải chi tiết:
According to service quality frameworks, the range between what customers desire and the minimum level of service they are willing to accept is called The zone of tolerance
Câu 7:
Every time a student interacts with the online English platform's customer support chat to resolve a technical issue, it represents a critical point of impression called what?
💡 Lời giải chi tiết:
According to standard service encounter models, any episode where a customer comes into contact with the organization and forms an impression is a Moment of truth
Câu 8:
A self-paced online grammar course consisting entirely of pre-recorded videos and automated multiple-choice quizzes is best classified as which type of service?
💡 Lời giải chi tiết:
According to service classification models, services that involve very little physical or direct human interaction between the customer and the provider are classified as a Low-contact service
Câu 9:
A 1-on-1 live interactive online English tutoring session via Zoom requires significant active participation from both teacher and student, resembling which traditional service model?
💡 Lời giải chi tiết:
According to encounter analysis, although virtual, a live class requiring continuous direct interaction and mutual co-creation of value represents a High-contact service
Câu 10:
If an online English teacher acts strictly as a formal lecturer while the adult student expects them to act as a casual conversational facilitator, the resulting dissatisfaction is best explained by which theory?
💡 Lời giải chi tiết:
According to behavioral models in services, the misalignment between the expected behaviors of the service provider and the customer in a specific setting is explained by Role theory
Câu 11:
An online English platform provides new students with a mandatory step-by-step onboarding video on how to log in, book classes, and submit homework, aiming to establish what?
💡 Lời giải chi tiết:
According to service process design, providing a clear sequence of behaviors expected from the customer during service delivery helps establish A service script
Câu 12:
In the servuction model of an online English center, the physical cloud servers hosting the video lessons and the scheduling algorithm belong to which part of the system?
💡 Lời giải chi tiết:
According to the servuction model, the technical infrastructure that supports service delivery but remains unseen by the customer constitutes The invisible organization and system
Câu 13:
The user interface (UI) design, intuitive layout, and professional color scheme of the online English learning mobile app represent which element of the servuction system?
💡 Lời giải chi tiết:
According to widely accepted service frameworks, the digital surroundings where the service encounter occurs and is visible to the customer represent The inanimate environment
Câu 14:
A student expects a native English speaker for their online class, but the center assigns a non-native speaker with a strong accent, leading to what outcome according to the Expectancy-Disconfirmation Model?
💡 Lời giải chi tiết:
According to the core Expectancy-Disconfirmation Model, when actual service performance falls short of the customer's prior expectations, it fundamentally results in Negative disconfirmation
Câu 15:
An online English platform promises a response to written essays within 48 hours, but the assigned teacher consistently provides detailed feedback within 12 hours, resulting in what phenomenon?
💡 Lời giải chi tiết:
According to satisfaction theories, when the service performance significantly exceeds the customer's initial expectations, it reliably leads to Positive disconfirmation
Câu 16:
During the pre-purchase information search stage, a learner considers 'Cambly', 'Preply', and 'Italki' as potential platforms for speaking practice; this specific group of brands is known as what?
💡 Lời giải chi tiết:
According to consumer decision-making concepts, the specific set of alternatives a consumer actively considers when making a purchase decision is called The evoked set
Câu 17:
A busy professional hesitates to buy an intensive online Business English course because they fear the extensive homework will consume their entire weekend, illustrating which perceived risk?
💡 Lời giải chi tiết:
According to risk perception frameworks, the concern that consuming a service might require more effort than anticipated or result in wasted hours is known as Time risk
Câu 18:
Before purchasing a high-priced online IELTS preparation package, a student heavily relies on unsponsored reviews from former students on social media, which is a strategy to seek what?
💡 Lời giải chi tiết:
According to pre-purchase behavior analysis, relying on reviews from previous users rather than the company's own advertising is a strategy to seek Independent sources of information
Câu 19:
A professional suddenly realizes they need to improve their English after dreaming about failing an important international meeting, representing which trigger for need arousal?
💡 Lời giải chi tiết:
According to psychological drivers in marketing, needs triggered by deep-seated personal fears, aspirations, or dreams are categorized as arising from the Unconscious mind
Câu 20:
Although rare in e-learning, if a student seeks an online English course specifically because they have a temporary vocal cord injury and need a platform with purely text-based interaction, the trigger is what?
💡 Lời giải chi tiết:
According to standard need arousal frameworks, a service need directly driven by a person's bodily state, health, or physiological limitations is triggered by a Physical condition
Câu 21:
A university student decides to enroll in an online TOEIC course immediately after seeing a targeted Facebook ad offering a limited-time 50% discount, representing which need arousal trigger?
💡 Lời giải chi tiết:
According to marketing principles, consumer needs that are directly stimulated by advertising activities or promotional offers are classified as being triggered by an External source
Câu 22:
To help customers evaluate an abstract online English course before buying, a center offers free downloadable PDF study guides and visually appealing teacher video profiles, applying which marketing strategy?
💡 Lời giải chi tiết:
According to foundational services marketing strategies, providing physical or visual cues to make a service easier to understand and evaluate is known as Tangibilizing the intangible service
Câu 23:
In the context of evaluating an online learning platform, which of the following factors is most likely to elevate a student's 'desired service' expectation level to its maximum?
💡 Lời giải chi tiết:
According to customer expectation models, a consumer's highest desired level of service is strongly shaped by their explicit Personal needs and past experiences
Câu 24:
In a 'flipped classroom' online English model, students are required to watch video lectures and complete quizzes before joining the live speaking session, highlighting the customer's role as what?
💡 Lời giải chi tiết:
According to modern service logic, when a service requires the customer to actively participate and complete tasks to achieve the final outcome, the customer acts as A co-creator of value
Câu 25:
A prospective student is worried that staring at a computer screen for a 3-hour intensive online English class will cause severe eye strain and headaches, representing which specific type of perceived risk?
💡 Lời giải chi tiết:
According to nuanced risk categorizations in consumer behavior, the fear of negative impacts on the five physical senses, such as eye strain, is classified as Sensory risk
