
Service Marketing Unit-2
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Business
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University
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Practice Problem
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Hard
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35 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following most differentiates services from goods in consumer behaviour?
Tangibility
Perishability
Durability
Standardization
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer expecting a hotel room to be clean and safe before check-in is an example of:
Latent expectation
Explicit service promise
Adequate expectation
Derived service expectation
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When a bank customer switches accounts due to poor mobile app usability, this reflects:
Core service failure
Customer perception gap
Price sensitivity
Service intangibility
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In service design, a blueprint is primarily used to:
Show tangible assets of the service
Map the service process and touchpoints
Identify customer profitability
Set product pricing strategy
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Designing different queue management systems at airports for VIP and regular passengers is an example of:
Mass customization
Service blueprinting
Service differentiation
Customer empowerment
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When a spa markets 'stress relief therapy' specifically to working professionals in metro cities, it is applying:
Demographic segmentation
Psychographic segmentation
Behavioral segmentation
Geographic segmentation
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A coaching institute targeting only MBA aspirants is using:
Niche targeting
Broad targeting
Undifferentiated targeting
Individual marketing
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