Q. When there is little or no personal contract between customer and service provider. This is classified as
✅ Correct Answer: (A)
Low-contractservice
Service Marketing MCQs and Notes
Q. An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as
✅ Correct Answer: (A)
Relationship marketing
Q. ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.
✅ Correct Answer: (D)
Service quality
Q. This is when customers visit the service facility so that they are personally involved through the service delivery process
✅ Correct Answer: (B)
High contract service
Q. Which of the following is not one of the service process?
✅ Correct Answer: (A)
Physical evidence
Q. People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as
✅ Correct Answer: (C)
People process
Q. SLEPT stands for
✅ Correct Answer: (A)
Social, Legal, Economic, Political, Technological
Q. The following is not ways in which intangibility can be overcome
✅ Correct Answer: (D)
Situation
Q. Which of the following is not included in seven Ps of the marketing mix given by Booms and Bitner?
✅ Correct Answer: (C)
Politics
Q. Which of the following is not a objectives of service marketing?
✅ Correct Answer: (D)
None of these