Q.1
What are the five principle dimensions to judge service quality?
Q.2
Consumer complaints tend to be:
Q.3
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
Q.4
The difference between which two expectation standards is the zone of tolerance?
Q.5
_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
Q.6
The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as
Q.7
Which of the following statements pertaining to the SERVQUAL scale is correct?
Q.8
Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?
Q.9
When customer expectations regarding product quality, service quality, and value-based price are met or exceeded, _________ is created.
Q.10
What is the sequence of steps for the service recovery process?
Q.11
__________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.
Q.12
__________ are the only service distributors which o not require direct human interactions.
Q.13
The difference between desired service and the level of service considered adequate is known as
Q.14
Service failures involving problematic customer include _________.
Q.15
In a services context, distribution embraces all of the following elements EXCEPT ___________.
Q.16
How many type of price discriminations are there?
Q.17
The term 'marketing mix' describes:
Q.18
Which of the following is NOT included in product decisions?
Q.19
Which of the following takes place at retailer’s end?
Q.20
Aggressive selling is a characteristic of which of the following concept of marketing?
Q.21
Which of the following is a name, term, sign, symbol, design, or a combination of these, that identifies that maker or seller of a product or service?
Q.22
The consumer’s estimate of the product’s overall capacity to satisfy his or her needs is called:
Q.23
All of the following are the examples of unsought goods EXCEPT:
Q.24
A television advertisement showing the safety features of the Volvo 240 DL would be best classified as which of the following?
Q.25
Which of the following BEST describes the consumer’s preference for products that are widely available to them?
Q.26
While considering the place for a product which of the following is important for customer.
Q.27
Market –oriented firms focus on:
Q.28
Buying and selling of mass consumer goods and services comes under which of the following markets?
Q.29
Which one of the following BEST describes the human need?
Q.30
Which of the following firm’s emphasis on product’s benefits to the customers rather than on product attributes?
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