Service Marketing Unit-2

Which of the following most differentiates services from goods in consumer behaviour?

• Tangibility

• Perishability

• Durability

• Standardization

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

When a bank customer switches accounts due to poor mobile app usability, this reflects:

• Core service failure

• Customer perception gap

• Price sensitivity

• Service intangibility

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

Designing different queue management systems at airports for VIP and regular passengers is an example of:

• Mass customization

• Service blueprinting

• Service differentiation

• Customer empowerment

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

A coaching institute targeting only MBA aspirants is using:

• Niche targeting

• Broad targeting

• Undifferentiated targeting

• Individual marketing

Positioning a budget hotel as 'affordable luxury' reflects:

• Differentiation on process

• Differentiation on cost efficiency

• Value-based positioning

• Attribute-based positioning

Segmenting airline passengers into economy, premium, and business class is an example of:

• Product usage segmentation

• Income-based segmentation

• Benefit segmentation

• Occasion-based segmentation

When Swiggy markets 'fastest delivery' as a USP, it is using:

• STP

• Service differentiation on speed

• Customer relationship marketing

• After-sales service