Total customer value consists of all of the following components except _____
A. Personal Value
B. Product Value
C. Service Value
D. Image Value
View Answer
A. Personal Value
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called _______.
A. Place Mix
B. Physical Evidence Mix
C. Process Mix
D. People Mix
View Answer
C. Process Mix
_____ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
A. Physical evidence
B. Process
C. Place
D. People
View Answer
A. Physical evidence
“All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
A. Process
B. Physical Environment
C. People
D. Place
View Answer
C. People
__________ is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
A. Front end planning
B. Service Blueprinting
C. Service Standardization
D. None of these
View Answer
B. Service Blueprinting
_________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
A. Servicespace
B. Servicescape
C. Serviceplace
D. Servicescope
View Answer
B. Servicescape
_______ is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.
A. Service culture
B. Corporate culture
C. Service Triangle
D. Service Quality Dimensions
View Answer
A. Service culture
A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..
A. Marketing Triangle
B. Service Triangle
C. Communication Triangle
D. Both a and b
View Answer
B. Service Triangle
Tata Sky is the joint venture of Tata and ________.
A. Sony
B. Star
C. IBN
D. Zee
View Answer
B. Star
_______is NOT accepted as being part of the extended marketing mix for services.
A. Promotion
B. Place
C. Product
D. Practice
View Correct Answer
D. Practice