quiz[Service Marketing].doc

1According to the text, which one of the following is not a type of perceived risk? Select one: a. performance risk b. project risk c. social risk d. financial risk e. psychological risk 2Which of the following is not a knowledge-based service industry? Select one: a. property b. finance c. business d. insurance e. cleaning 3 Which of the following statements about ‘woofs’ is false? Select one: a. woofs control 77 per cent of the nation’s assets and 50 per cent of the countrys discretionary income b. woofs are engaged in ‘down aging’ c. woofs are at least partly responsible for the increase in demand for amusement and recreation services d. the term stands for ‘well-off older folks’ e. woofs always avoid technology 4 If an office did not schedule as many people as were needed to work during a busy period, which of the following components of the service delivery model has influenced the customers experience? 9 Select one: a. organisation and systems b. servicescape c. other customers d. contact personnel e. service providers 5 Which of the following statements pertaining to an organisations customer retention efforts is true? 63 Select one: a. all of the above statements are false b. current customers are more efficient in their service transactions c. reducing customer defections by 5 per cent can increase profits by as much as 90 per cent d. the marketing costs associated with keeping customers are higher than the costs associated with obtaining new customer e. existing customers tend to purchase fewer services less frequently 6 According to the text which one of the following statements is false? Select one: a. consumer orientation lies at the heart of the marketing concept b. many service organisations continue to be operations-dominated rather than customer-oriented c. differences exist between the way consumers make decisions regarding services versus goods d. researchers clearly understand how consumers make decisions 7