Service-Management Solved MCQs (Set-2)

Service Management MCQs [set-2]
26. Pension and life insurance funds hold few short-term assets because
A. their cash flows are predictable
B. short-term asset share too dear
C. long-term assets are more profitable
D. short-term assets are too risky

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Answer: A
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27. What is the full form of BPO
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A. business process outsourcing c
B. business persons outsourcing
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C. business production outsourcing
D. business price outsourcing
Answer: A
28. Full form of KPO
A. knowledge process outstanding
B. knowledge process outsourcing
C. knowledge persons outsourcing
D. knowledge production out sourcing.
Answer: B
29. Outsourcing technically means:
A. moving functions or activities out of an organizations
B. the delegation of non-core operations from internal production to an external entity specializing
in the management of that operation
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C. buying resources from outside a company's main domestic market
D. a & b
Answer: D
30. Which is the largest outsourcing country in the world ?
A. china
B. america
C. india
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D. brazil
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Answer: C
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31. Outsourcing on the American continents is supported by ________, in
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that there are provision with reference to workers from low-labor cost
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A. oecd
B. natfa
C. g8
D. mercosur
Answer: B
32. Microsoft is an example of a:
A. diagonally integrated multinational corporation
B. horizontally integrated multinational corporation
C. diversified multinational corporation
D. vertically integrated multinational corporation
Answer: C
33. A ______________________ is a form of product that consists of

activities, benefits, or satisfactions offered for sale that are essentially

intangible and do not result in the ownership of anything.
A. Service
B. Demand
C. Need
D. Physical object
Answer: A
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34. Distinct characteristic of services is_____________
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A. Intangibility
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B. Inseparability
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C. Variability
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D. Perishability
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Answer: A M
35. All of the following are examples of services EXCEPT:
A. banking.
B. hotels and motels.
C. tax preparation.
D. computer software.
Answer: D
36. Services are typically produced and consumed simultaneously. This is

an example of the ________characteristic of services.
A. Intangibility
B. Variability
C. Inseparability
D. Simultaneously
Answer: C

37. Services can not be stored. This describes the
___________characteristic of services. a.
A. Intangibility
B. Variability
C. Inseparability
D. Perishability
Answer: D
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38. Examples of pure tangible goods include all of the following EXCEPT:
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A. Soap. a
B. Tax preparation.
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C. Toothpaste.
D. Salt.
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Answer: B
39. __________describes the employees skills in serving the client.
A. Internal Marketing
B. External Marketing
C. Relationship marketing
D. Interactive marketing
Answer: D
40. SSTS refers to __________
A. Service Standards Testing
B. Self- Service Technologies
C. Standard Service Technologies
D. Self Service Treatments
Answer: B

41. _____________ occurs when a company intentionally uses services as
the stage, and goods as the props, to engage individual customers in a
way that creates a memorable event.
A. Hybrid offer
B. Core service
C. Augmented or ancillary product
D. Experience
Answer: D
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42. Top firms audit service performance
probe customer satisfiers and dis satisfiers.
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A. Customer satisfier
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B. Customer complaint M
C. Voice of the customer
D. Psychological
Answer: C
43. The services a customer expects are called the ______service

package.
A. Expected
B. Augmented
C. Primary
D. Secondary
Answer: C
44. The fact that a business traveler may have one very positive check-in
experience at a hotel and then a very negative check-in experience with a
different employee on a subsequent visit is evidence of service:

A. intangibility.
B. inseparability.
C. variability.
D. perishability.
Answer: C
45. Added features to an offering are called _________service features.
A. Expected
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B. Augmented
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C. Primary
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D. Secondary
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Answer: D
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46. The intangibility of services has implications for the choice of
_________
A. Brand elements
B. Location
C. Price
D. Product features
Answer: A
47. __________cost refers to the product’s purchase cost plus the

discounted cost of maintenance and repair less the discounted salvage
value
A. Total
B. Variable
C. Life cycle
D. Net
Answer: C

48. Successful service companies focus their attention on both their
customers and their employees. They understand ___________________,
which links service firm profits with employee and customer satisfaction.
A. Internal marketing
B. Service-profit chains
C. Interactive marketing
D. Service differentiation
Answer: B
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t e the firm is training and
a employees and all of the
49. If a firm is practicing ____________________,
effectively motivating its customer-contact
supporting service people to workM
satisfaction. c q as a team to provide customer
A. Double-up marketing
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B. Internal marketing
C. Interactive marketing
D. Service marketing
Answer: B
50. According to Parasuraman, Zeithaml & Berry , the most important

determinant of service quality is :
A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer: B

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Service Management MCQs [set-2]

A. their cash flows are predictable

B. short-term asset share too dear

C. long-term assets are more profitable

D. short-term assets are too risky

D. business price outsourcing

28. Full form of KPO

A. knowledge process outstanding

B. knowledge process outsourcing

C. knowledge persons outsourcing

D. knowledge production out sourcing.

29. Outsourcing technically means:

A. moving functions or activities out of an organizations

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30. Which is the largest outsourcing country in the world ?

32. Microsoft is an example of a:

A. diagonally integrated multinational corporation

B. horizontally integrated multinational corporation

C. diversified multinational corporation

D. vertically integrated multinational corporation

33. A ______________________ is a form of product that consists of

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B. hotels and motels.

36. Services are typically produced and consumed simultaneously. This is

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39. __________describes the employees skills in serving the client.

40. SSTS refers to __________

A. Service Standards Testing

B. Self- Service Technologies

C. Standard Service Technologies

D. Self Service Treatments

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C. Augmented or ancillary product

43. The services a customer expects are called the ______service

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45. Added features to an offering are called _________service features.

47. __________cost refers to the product’s purchase cost plus the

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50. According to Parasuraman, Zeithaml & Berry , the most important

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