Service Marketing Exam latest Updated Questions and Answers 2024

SERVICE MARKETING EXAM LATEST UPDATED QUESTIONS AND ANSWERS 2024 Which of the following sets of terms best describes a service? Deeds, effort and performances Services are produced and consumed simultaneously; this service characteristic is referred to as: Inseparability This service characteristic indicates that services do not have physical attributes and therefore cannot be perceived by the senses - cannot be tasted, seen, touched, smelt or possessed: Intangibility Which of the following service characteristics results because no two customers are precisely alike; each will have unique demands or experience the service in a unique way Heterogenity This is an organization's systematic attempt to correct a service failure and to retain a customer's goodwill Service recovery Which of the following is an example of a tangible component of the service provided by a hotel? Guest rooms Offerings high in --- qualities are the easiest to evaluate? Experience In the Gaps model, the customer gap is the difference between: Customer expectations and customer perceptions Two persons, Lisa and Peter, attended a financial management seminar. As a biology major, Lisa found the course useless because she did not understand the financial terminology. Peter, who majored in marketing, thought the course did not contain any information that he did not already know. Their dissatisfaction with the seminar illustrates: The importance of the information the customer brings to the service encounter The extent to which customers recognize and are willing to accept variations in service performance in called the: Zone of tolerance Implicit service promises are --- that indirectly lead to customer expectations about what the service should and will be like: Past experiences There are three types of justice that customers are looking for following their complaints. Outcome fairness, Procedural fairness and interactional fairness