Service Management Quiz

Who defined service as 'any activity or benefit that one party can offer to another that is intangible and does not result in the ownership of anything'?

• Adam Smith

• Kotler and Bloom

• Michael Porter

• Karl Marx

What is the most basic characteristic of services?

• Heterogeneity

• Perishability

• Intangibility

• Inseparability

Which of the following industries is classified as a tertiary industry?

• Mining

• Teaching

• Manufacturing

• Farming

Which characteristic of services refers to the fact that services cannot be saved or stored?

• Heterogeneity

• Perishability

• Inseparability

• Intangibility

What is a key difference between goods and services?

• Goods are inseparable

• Services are tangible

• Services are intangible

• Goods are intangible

Which of the following is NOT a type of service industry?

• Education

• Healthcare

• Steel

• Tourism

What does CRM stand for?

• Customer Relationship Management

• Customer Revenue Management

• Client Resource Management

• Client Relationship Mapping

Which characteristic makes it difficult to standardize services?

• Inseparability

• Intangibility

• Heterogeneity

• Perishability

Which sector contributes more than half of India's GVA?

• Manufacturing

• Service

• Agriculture

• Industrial

Which of these is an example of a front-stage service operation?

• Inventory management

• Product development

• Customer service interaction

• HR compliance