Q. The moments of interaction between the customer and the service firm are called:
✅ Correct Answer: (A)
Service encounter
Service Marketing MCQs and Notes
Q. Services that do not meet customer expectations are called:
✅ Correct Answer: (A)
Service failures
Q. Service failures involving problematic customer include .
✅ Correct Answer: (D)
All of the above
Q. . has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment
✅ Correct Answer: (C)
Franchising
Q. is an example of a service where the customer typically goes to the service
✅ Correct Answer: (C)
Theatre
Q. During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up
✅ Correct Answer: (B)
Procedural
Q. If the customers view service as they care more about price than provider.
✅ Correct Answer: (B)
Homogeneous
Q. is about the normal work of creation, pricing,
✅ Correct Answer: (A)
External marketing
Q. is about employees skills in serving the client.
✅ Correct Answer: (B)
Internal marketing