Services Marketing 2

The SERVQUAL model is also known as the RATER model. What does RATER stand for?. a) Reliability, Assurance, Tangibles, Empathy, and Responsiveness. b) Reliability, Accuracy, Tangibles, Efficiency, and Responsiveness. c) Reliability, Assurance, Tangibles, Empathy, and Relevance. d) Reliability, Assurance, Tangibles, Efficiency, and Rapport.

Which one is NOT a tool for measuring customer satisfaction?. Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Customer Journey Mapping (CJM). Customer Effort Score (CES).

Which dimension is NOT part of the RATER model for service quality?. Reliability. Empathy. Tangibles. Efficiency.

What is the primary cause of the Knowledge Gap in service quality?. Lack of employee training. Poor market research and misinterpretation of customer needs. Failure to deliver on promised services. Overpromising in marketing campaigns.

Which company is highlighted for its effective use of customer co-creation through crowdsourcing?. IKEA. LEGO. ALLEGRO. LIDL.

What is NOT a key role of AI in dynamic pricing?. Eliminating competition. Demand Forecasting. Real-Time Data Analysis. Inventory Management.

Which industry is NOT commonly associated with the application of dynamic pricing?. Airlines. Hotels. Retail. Agriculture.

What is a potential risk associated with dynamic pricing?. Reduced inventory turnover. Decreased technological dependency. Customer dissatisfaction due to price fluctuations. Inability to adjust prices in real-time.

What is the primary goal of dynamic pricing?. To provide consistent pricing across all customer segments. To maximize revenue by adjusting prices based on real-time demand, competition, and other factors. To simplify the pricing strategy by using fixed prices. To ensure customer loyalty by keeping prices low.

Which of the following best describes revenue management?. A process of offering discounts to attract more customers. A strategy focused on maximizing revenue from fixed, perishable inventory. A method of ensuring all customers are charged the same price. A pricing approach that eliminates customer segmentation.

Which characteristic is essential for service employees to build trust and emotional connections with customers?. Technical skills. Resilience. Empathy. Adaptability.

What is a key outcome of satisfied employees in a service organization?. Better interactions with customers, leading to higher satisfaction. Increased turnover costs. Reduced customer loyalty. Elimination of the need for internal service quality.

What does organizational culture primarily influence in a service organization?. Profit margins. Employee behavior and customer interactions. Marketing strategies. Supply chain efficiency.

What characteristic of employees is essential for building trust and emotional connections with customers?. Adaptability. Empathy. Technical skills. Problem-solving ability.

One of key purpose of service communication campaign is: To inform and engage with target audience. To ensure the service remains exclusive and unknown to a broader audience. To ensure operational costs without measurable impact. To ensure only a small, selected group knows about the service.