OPMC 601

Assignment Set – 1

1. A _____________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything

• need
• Demand
• physical object
• services

1. The following does not represent a service market situation

• A fund rising Charity Show for the members of an NGO
• A stall distributing Tirumala prasadam in a mandir
• A bank run dispensary in its staff quarters
• A Meditation Camp of a religious Organization conducted for its members

1. As per service-quality model, the capacity to complete the promised service accurately and dependably is

• Assurance
• Responsiveness
• Reliability
• Empathy

1. Increasing customer expectations of what an organization can deliver

• Can result in poor perceptions of overall service quality
• None of the above
• NO change
• Can result in improved perceptions of overall service quality

1. The quality of a service depends on who provides it, as well as when, where, and how it is provided. This is an example of which characteristic of services

• variability
• intangibility
• inseparability
• perishability

1. In Banking Services Market can be segmented on the basis of

• a & b both
• Density
• Customers
• neither a nor b

1. Successful service companies focus their attention on both their customers and their employees. They understand ______. which links service firm profits with employee and customer satisfaction

• interactive marketing
• internal marketing
• service-profit chains
• service differentiation

1. Which of the following is a combination of different service elements, including products

• Communications mix
• Service mix
• Marketing mix
• Product mix

1. Service firms can increase quality control by

• Making investment in good hiring
• All of the above
• Standardize the service performance process
• Monitor customer satisfaction

1. A Brand name is

• Its legal version is trademark
• A Symbol or a design for the purpose of identification
• It is given legal protection
• all the above

1. Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need is called a(n)

• Idea
• Demand-based pricing
• Services
• Product

1. Which of the following is not one of the distinct characteristics of service

• Perishability
• Tangibility
• Inseparability
• Intangibility

1. It is difficult to measure the morale of the sales team directly because

• It is a tangible state
• Employees hide the truth
• It is an intangible state
• all the above

1. If a company has a hybrid offer, then its offer may be described as being one where there is

• a tangible good with accompanying services
• an equal amount of goods and services
• a service with accompanying minor goods
• a clone service package

1. A __________ is any performance or act one party can provide to another that is essentially intangible and doesn't provides ownership of anything

• None of the above
• Product
• Both a & b
• Service

1. The five determinants of service quality in order of importance are

• Reliability, Responsiveness, Assurance, Empathy, Tangibles
• All of above are false
• Responsiveness, Reliability, Assurance, Empathy, Tangibles
• Tangibles, empathy, assurance, responsiveness, reliability

1. _____ can be cultivated

• Peak demand
• Nonpeak demand
• Normal demand
• None of the above

1. Dog walking, tax advice, and counselling are examples of what

• Combination
• Product with some services
• Pure service
• Pure product

1. A_____ is a name, term, sign, symbol or design, or a combination of these, that identifies the maker or seller of a product or service

• logo
• sponsorship
• product feature
• brand

1. Services are manufactured and consumed simultaneously; they cannot be stored either prior to or after the service encounter . This is referred to as

• Inseparability
• Lack of ownership
• Perishability
• Intangibility

1. This is an organization's systematic attempt to correct a service failure and to retain a customer's goodwill

• Service processes
• Service recovery
• Service encounter
• Service failure

1. The fact that services cannot be stored for later use or sale is evidence of their

• inseparability
• variability
• perishability
• intangibility

1. As per the service quality model, researchers figure out ____ determinants of service quality

• 6
• 4
• 3
• 5

1. Select name of the country having maximum percent of GDP attributed to services

• China
• india
• Germany
• United States

1. The perceived fairness of the level of economic advantages derived from service usage in relationships to the economic costs is

• Payment debt
• None of the above
• Payment equity
• Payment profits

1. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called??..

• Place Mix
• Physical Evidence Mix
• People Mix
• Process Mix

1. As per service-quality model, the willingness to assist customers and offer prompt service is

• Empathy
• Assurance
• Responsiveness
• Reliability

1. These types of services try to shape attitudes or behaviour. In order to achieve this, these services have to be oriented to people’s minds, This is referred to as

• Mental stimulus processing
• Possession processing
• Information processing
• People processing

1. _____ are those characteristics that buyer evaluate the characteristics after the purchase

• Search qualities
• Credence qualities
• Experience qualities
• None of the above

1. The use of sales literature and brochures to give signs about the quality and positioning of the service is an example of

• Products
• People
• Processes
• Physical evidence

Assignmnet Set – 2

1. Which of the following is not an element of physical evidence?

• Employee dress
• Equipment
• Employee Training
• Facility design

1. A Brand name is

• Its legal version is trademark
• A Symbol or a design for the purpose of identification
• It is given legal protection
• all the above

1. As per service-quality model. The system of individualized and caring attention to customers is

• Empathy
• Responsiveness
• Assurance
• Reliability

1. Which of the following would not be one of the three major groups of industrial products and services

• computer software for PCs
• materials and parts
• supplies and services
• capital items

1. As per service-quality model, the courtesy and knowledge of employees and their ability to instill confidence and trust is

• Empathy
• Responsiveness
• Assurance
• Reliability

1. The service-quality model identifies _____ gaps that results in Unsuccessful delivery

• 5
• 3
• 6
• 4

1. When links between service personnel and service process break down, this is referred to as

• Failures in delivery system
• Failure in response to customer requests
• Service failure
• Failure through employee actions

1. Which of the following is an event that occurs when a customer's expectations of a service encounter are not met

• Service failure
• Service encounter
• Servicescape
• Service mix

1. It is difficult to measure the morale of the sales team directly because

• It is an intangible state
• all the above
• Employees hide the truth
• It is a tangible state

1. Airplane travel can be categorized wider

• Pure Services
• Tangible good with accompanying services
• Major Service with accompanying minor goods and services
• Pure tangible good

1. The service provided at restaurant is an example of

• Hybrid
• Pure tangible good
• Major Service with accompanying minor goods and services
• Tangible good with accompanying services

1. Once a train pulls out of a station, an Aeroplan takes off or a film starts, those seats are lost and can never be sold. This is referred to as

• Variability
• Intangibility
• Inseparability
• Perishability

1. Low early-evening movie prices is an example of

• Differential pricing
• Qualitative pricing
• None of the above
• Same pricing

1. Select name of the country having maximum percent of GDP attributed to services

• Germany
• China
• India
• United States

1. The quality of a service depends on who provides it, as well as when, where, and how it is provided. This is an example of which characteristic of services

• perishability
• intangibility
• inseparability
• variability

1. Dog walking, tax advice, and counselling are examples of what

• Combination
• Product with some services
• Pure service
• Pure product

1. Which of the following is a combination of different service elements, including products

• Communications mix
• Service mix
• Marketing mix
• Product mix

1. The seat in a theatre, train, plane or ferry is rented on a temporary basis in exchange for a fee. The terms associated with the rental of the seat determine the time and use or experience to which the seat can be put. However, the seat remains the property of the theatre owner, rail operator, airline or Ferry Company. This is referred to as

• Variability
• Inseparability
• Lack of ownership
• Tangibility

1. There are in total ____ categories of service mix

• Four
• None of these
• five
• six

1. Promotion in Services means

• passing an examination
• selling the services in specific areas
• elevation from one grade to another
• selling the services through various means

1. The perceived fairness of the level of economic advantages derived from service usage in relationships to the economic costs is

• Payment equity
• Payment debt
• None of the above
• Payment profits

1. This is a characteristic of a service, namely that they do not have physical attributes and so therefore cannot be perceived by the senses - cannot be tasted, seen, touched, smelt or possessed

• Inseparability
• Perishability
• Variability
• Intangibility

1. Which of the following is not a tangible dominant

• Investment Management
• Detergents
• Soft drinks
• Automobiles

1. When there is little or no personal contact between customer and service provider, this is classified as

• Intense-contact service
• Low-contact service
• Medium-contact service
• High-contact service

1. The fact that services are sold, produced, and consumed at the same time refers to which of the following service characteristics

• intangibility
• variability
• perishability
• inseparability

1. Successful service companies focus their attention on both their customers and their employees. They understand ______. which links service firm profits with employee and customer satisfaction

• interactive marketing
• internal marketing
• service-profit chains
• service differentiation

1. By lowering prices to attract customers during quieter times and raising prices when demand is at its highest, demand can be levelled and marginal revenues increased This is an example of

• Service-based pricing
• Demand-based pricing
• Differential pricing
• Intangible pricing

1. The fact that services cannot be stored for later use or sale is evidence of their

• inseparability
• variability
• perishability
• intangibility

1. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called??..

• Place Mix
• Physical Evidence Mix
• People Mix
• Process Mix

1. At customer service interface, company intends to manage a relationship with a customer through

• Technology
• Both a and b
• People
• None of the above

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