Services Marketing Mix

Services Marketing Mix

Assessment

Assessment

Created by

VINOD MEHTA

Education

University

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10 questions

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1.

Multiple Choice

2 mins

1 pt

The __________ element of service marketing mix serves the objectives of socialization among customers & employees, in addition to creating physical environment for creation and delivery of service.

Physical Evidence

Process

Productivity & Quality

Product

2.

Multiple Select

2 mins

1 pt

Which all of the following are TRUE for application of Yield Management as the dynamic pricing method?

The capacity must be fully used.

The revenue generated by service delivery should be maximized.

Rate fences must be created to forbid customers to buy service at lower price.

Different customers must be willing to pay different price for same service product based on their personal value perceptions.

3.

Multiple Select

2 mins

1 pt

Which all of the following are Enhancing supplementary services as per the Flower service model?

Consultation

Payment

Billing

Hospitality

Exceptions

4.

Multiple Choice

2 mins

1 pt

According to the Process element, the _______ is the period of time during which customer interacts directly with a service, including the time he/she is waiting for actual delivery of service.

Service encounter

Moments of Truth

Critical Moments

5.

Multiple Select

2 mins

1 pt

Which all of the following are displayed on a service blueprint or flowchart?

Role of Physical Evidence

Role of Frontstage employees

Role of backstage employees

Role of machines & infrastructure

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