Service Marketing MCQs and Notes

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📊 Service Marketing
Q. The organization must effectively plan to ______ fear, uncertainty and doubts that might occur in the minds of customers during the course of acquisition.
  • (A) Minimize
  • (B) Maximize
  • (C) Study
  • (D) Balance
💬 Discuss
✅ Correct Answer: (A) Minimize
📊 Service Marketing
Q. Direct labour cost and sales commissions cost incurred in services are called as………..
  • (A) Fixed costs.
  • (B) Variable costs.
  • (C) Average costs.
  • (D) Marginal costs.
💬 Discuss
✅ Correct Answer: (B) Variable costs.
📊 Service Marketing
Q. __________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals
  • (A) Ergonomics
  • (B) Environmental psychology.
  • (C) Physics
  • (D) Physical sociology
💬 Discuss
✅ Correct Answer: (B) Environmental psychology.
📊 Service Marketing
Q. which of the following is not an advantage of requiring employees to wear uniforms?
  • (A) Identifies the firm’s personnel
  • (B) Provides price expectations to customers.
  • (C) Implies a coherent group structure
  • (D) Provides a physical symbol that embodies the group’s ideas and attributes
💬 Discuss
✅ Correct Answer: (B) Provides price expectations to customers.
📊 Service Marketing
Q. One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of_______.
  • (A) Intangibility.
  • (B) Inseparability.
  • (C) Heterogeneity.
  • (D) Socialization.
💬 Discuss
✅ Correct Answer: (C) Heterogeneity.
📊 Service Marketing
Q. Which of the following is not a component of service firms physical evidence?
  • (A) Parking.
  • (B) Employee appearance
  • (C) Billing statements.
  • (D) In-house process equipment
💬 Discuss
✅ Correct Answer: (D) In-house process equipment
📊 Service Marketing
Q. A disadvantage of e-marketing is
  • (A) High cost.
  • (B) Low reach.
  • (C) Loss of personal contact
  • (D) Less satisfaction.
💬 Discuss
✅ Correct Answer: (C) Loss of personal contact
📊 Service Marketing
Q. The advantage that the E-marketing communications carries are…………
  • (A) Reaching a widely dispersed audience.
  • (B) Being cost-effective.
  • (C) Being personalized.
  • (D) More customer satisfaction.
💬 Discuss
✅ Correct Answer: (A) Reaching a widely dispersed audience.
📊 Service Marketing
Q. __________ is an overall favourable impression or unfavourable impression based on the early stages of the service encounter.
  • (A) Cognitive dissonance.
  • (B) Environmental stimulus
  • (C) Visual pathway.
  • (D) Halo effect.
💬 Discuss
✅ Correct Answer: (D) Halo effect.
📊 Service Marketing
Q. The suggested communication strategy to use when the product is intangible dominant is to
  • (A) Create an intangible image for the product.
  • (B) Create awareness for the product
  • (C) Surround the product with tangible evidence.
  • (D) Make sure the product is in the evoked set of
💬 Discuss
✅ Correct Answer: (C) Surround the product with tangible evidence.

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