Marketing Services Assessment Exam
With 100% Correct Answers
A service experience changes each time it is created. This characteristic of services is known as -
CORRECT ANSWER✔✔heterogenous
Which of the following exemplifies a service failure as a result of an unanticipated external
cause? - CORRECT ANSWER✔✔the game was cancelled due to inclement weather
A service provides value by delivering high-quality ________ to consumers. - CORRECT
ANSWER✔✔experiences
Every time Tess brings her bike in for service, the work is done well and her bike is ready to be
picked up at the promised time. With regard to service quality, this is a function of - CORRECT
ANSWER✔✔reliability
Companies use this to understand the differences between customers' perceptions of a service
outcome and the customers' initial expectations. - CORRECT ANSWER✔✔Service Gaps Model
In what ways can customer complaints about a service benefit a firm? - CORRECT
ANSWER✔✔Complaints tell a company how to address a service failure.
Which of the following characteristic is unique to services? - CORRECT ANSWER✔✔cannot be
possessed
When a customer perceives the quality of a service encounter as negative, it is referred to as a -
CORRECT ANSWER✔✔service failure
With 100% Correct Answers
A service experience changes each time it is created. This characteristic of services is known as -
CORRECT ANSWER✔✔heterogenous
Which of the following exemplifies a service failure as a result of an unanticipated external
cause? - CORRECT ANSWER✔✔the game was cancelled due to inclement weather
A service provides value by delivering high-quality ________ to consumers. - CORRECT
ANSWER✔✔experiences
Every time Tess brings her bike in for service, the work is done well and her bike is ready to be
picked up at the promised time. With regard to service quality, this is a function of - CORRECT
ANSWER✔✔reliability
Companies use this to understand the differences between customers' perceptions of a service
outcome and the customers' initial expectations. - CORRECT ANSWER✔✔Service Gaps Model
In what ways can customer complaints about a service benefit a firm? - CORRECT
ANSWER✔✔Complaints tell a company how to address a service failure.
Which of the following characteristic is unique to services? - CORRECT ANSWER✔✔cannot be
possessed
When a customer perceives the quality of a service encounter as negative, it is referred to as a -
CORRECT ANSWER✔✔service failure
