Service Marketing - QUIZ

What primarily influences customer perceptions of service?

• Product design

• Customer service staff uniforms

• Individual service encounters

• Pricing strategy

Which of the following is NOT a key determinant of customer satisfaction?

• Product features

• Competitor pricing

• Consumer emotions

• Perception of fairness

What term describes the difference between customer expectations and perceptions of service?

• Service mismatch

• Expectation gap

• Customer gap

• Quality difference

What does the 'Reliability' dimension of service quality refer to?

• Promptness in serving customers

• Ability to perform the promised service dependably and accurately

• Courtesy of employees

• Caring, individualized attention

Which dimension of service quality focuses on employee courtesy and confidence?

• Empathy

• Assurance

• Responsiveness

• Reliability

In e-service quality, what does E-S-QUAL measure?

• Website layout aesthetics

• Online sales figures

• Efficiency and effectiveness of online shopping, purchasing, and delivery

• Employee communication skills

Which is NOT a type of service encounter?

• Remote

• Phone

• Online

• Face-to-face

What is a 'moment of truth' in service marketing?

• An employee performance review

• An audit by management

• A customer's direct interaction with the service

• A company board meeting

Which service quality dimension refers to the physical facilities and appearance?

• Assurance

• Tangibles

• Responsiveness

• Reliability

Which of the following outcomes results from high customer satisfaction?

• Increased operational costs

• Increased customer complaints

• Increased revenues and positive word-of-mouth

• Reduced brand equity