Service Marketing Quiz-1

Which option best defines "services" in marketing?

• Tangible offerings that can be stored and owned

• Activities, processes, and performances provided for sale that are intangible

• Physical goods augmented by warranties

• Products sold through retailers only

Which is NOT typically a characteristic of services?

• Intangibility

• Inseparability

• Perishability

• Standardized homogeneity

Starbucks pilots AI-driven drive-thru voice ordering to reduce errors and speed service. Which two service characteristics are they addressing most?

• Inseparability and perishability (throughput and capacity utilization)

• Tangibility and ownership

• Homogeneity and storage

• Transferability and transportability

The inability to stock or inventory services is due to which characteristic?

• Intangibility

• Variability

• Perishability

• Ownership

"Production and consumption occur simultaneously" refers to:

• Intangibility

• Inseparability

• Variability

• Perishability

Which statement best captures the difference between product and services marketing?

• Services have zero costs of delivery

• Services are more tangible than products

• Services rely more on process design, people, and evidence management

• Products cannot be augmented with services

Classifying services into "high-contact" vs. "low-contact" is most relevant for understanding:

• Pricing strategy

• People and process design for customer interaction

• Physical distribution intensity

• Ownership transfer

In the "search-experience-credence" framework, medical diagnosis is primarily:

• Search attribute

• Experience attribute

• Credence attribute

• Tangible attribute

The shift from the goods-dominant logic (G-D) to service-dominant logic (S-D) primarily emphasizes:

• Firms as value creators; customers as value destroyers

• Value co-creation with customers and operant resources

• Physical evidence as the only differentiator

• All services can be fully standardized

Which paradigm is most aligned with co-production and co-creation in services?

• Transactional marketing

• Production orientation

• Service-dominant logic

• Product life-cycle perspective