Services marketing - Quiz - Chapter 1

"Attendance at a live concert" - What category of services does this example illustrate ?

• People-processing

• Possession-processing

• Mental stimulus processing

• Information processing

"A house invaded by insects" - What category of services does this example illustrate ?

• People-processing

• Possession-processing

• Mental stimulus processing

• Information processing

"A service is rented rather than owned"

• True

• False

"The quality of service is variable" - What service characteristic does this example illustrate ?

• Intangibility

• Inseparability

• Heterogeneity

• Perishability

"Customers are co-producers of the service" - What service characteristic does this example illustrate ?

• Intangibility

• Inseparability

• Heterogeneity

• Perishability

Services and customer service are similar

• True

• False

"Take a private sports lesson" requires...

• Low participation level

• Moderate participation level

• High participation level

"Does the restaurant have good reviews?" - What dimension of service quality does this question refer to?

• Reliabilité

• Responsiveness

• Assurance

• Empathy