Services Marketing Mix
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Assessment
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VINOD MEHTA
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Education
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University
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171 plays
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Hard
Student preview
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10 questions
Show answers
1.
Multiple Choice
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
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
Which all of the following are Enhancing supplementary services as per the Flower service model?
Consultation
Payment
Billing
Hospitality
Exceptions
4.
Multiple Choice
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
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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