1.mkt quiz

May 22, 20141 like347 views

The document is a quiz on marketing for services. It contains 10 multiple choice questions about key concepts in services marketing, including the services triangle scale, definitions of services, the servuction model, reasons for studying services, and differences between industrial and market-focused management approaches. The key focuses on the correct answers to each of the 10 questions.

Marketing for service Beltei International University Lecturer: Moeung Phanny (MBA)
Student’s name:....................................................Group................................Date:..................................
Quiz on marketing for service
1. The scale that displays a range of products along a continuum based on their tangibility is referred to as
a. the Services Triangle
b. the Servuction Model
c. the Scale of Market Entities
d.the Service-Profit chain
2. What is a Service?
a. objects, devices, and performances
b.deeds, effort, and performances
c.things, devices and performances
d.efforts, objects and deeds
3. Service firms such as hospitals, resorts, and child-care centers often use ________ extensively as they
design facilities and other tangibles associated with the service.
a.physical evidence
b.other customers
c.organizations and systems
d.contact personnel
4. Why study services?
a.Because of the regulation of services.
b.Because of the decline in service sector jobs
c.Because it is better to rely on humans, than machines
d.Because of the growth and shifting of employment from manufacturing to service.
5. In contrast to the industrial management model, the market focused management recognizes
that________ and ________ are clearly related.
a.full time personnel, employee satisfaction
b.accounting, operating cost
c.employee turnover, customer satisfaction
d.employee satisfaction, customer satisfaction
6. Deeds, efforts and performances are services. True / False
7. Service knowledge is obtained through the experience of receiving the actual service. True / False
8. Organization and systems components of the Servuction model are visible to consumers. True / False
9. The industrial management model believes technology should be used to assist employees. True / False
10. The market-focused management approach focuses on the components of the firm that facilitate the
firm's service delivery system. True / False
1 2 3 4 5 6 7 8 9 10

Marketing for service Beltei International University Lecturer: Moeung Phanny (MBA)
Answer key
1 2 3 4 5 6 7 8 9 10
c b a d c t t f f t

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1.mkt quiz

1. Marketing for service Beltei International University Lecturer: Moeung Phanny (MBA) Student’s name:....................................................Group................................Date:.................................. Quiz on marketing for service 1. The scale that displays a range of products along a continuum based on their tangibility is referred to as a. the Services Triangle b. the Servuction Model c. the Scale of Market Entities d.the Service-Profit chain 2. What is a Service? a. objects, devices, and performances b.deeds, effort, and performances c.things, devices and performances d.efforts, objects and deeds 3. Service firms such as hospitals, resorts, and child-care centers often use ________ extensively as they design facilities and other tangibles associated with the service. a.physical evidence b.other customers c.organizations and systems d.contact personnel 4. Why study services? a.Because of the regulation of services. b.Because of the decline in service sector jobs c.Because it is better to rely on humans, than machines d.Because of the growth and shifting of employment from manufacturing to service. 5. In contrast to the industrial management model, the market focused management recognizes that________ and ________ are clearly related. a.full time personnel, employee satisfaction b.accounting, operating cost c.employee turnover, customer satisfaction d.employee satisfaction, customer satisfaction 6. Deeds, efforts and performances are services. True / False 7. Service knowledge is obtained through the experience of receiving the actual service. True / False 8. Organization and systems components of the Servuction model are visible to consumers. True / False 9. The industrial management model believes technology should be used to assist employees. True / False 10. The market-focused management approach focuses on the components of the firm that facilitate the firm's service delivery system. True / False 1 2 3 4 5 6 7 8 9 10

2. Marketing for service Beltei International University Lecturer: Moeung Phanny (MBA) Answer key 1 2 3 4 5 6 7 8 9 10 c b a d c t t f f t

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