Nyp/Cet/Dn401s - Consumer Behaviour & Services Marketing (Assignment 1b)
13 questions are the quizz that forms part of Assignment 1 assessment
- 1.Services are not (one of the following)
- A.
Performances
- B.
Deeds
- C.
Processes
- D.
Indexes
- 2.Customer A went to Shake Shack Singapore and hope to get the Szechuan Burger that she had love in Shanghai but find none here in the Shake Shack in Singapore. Which gap is that?
- A.
Knowledge Gap
- B.
Policy Gap
- C.
Delivery Gap
- D.
Customer Gap
- E.
Communication Gap
- 3."Awareness of needs --> Information Search --> Evaluation of Alternative Services --> Purchase Decision" belongs to which one of the following
- A.
AIDA Model
- B.
Pre-purchase stage
- C.
Service Encounter Stage
- D.
Decision Making Model
- 4.Between Desired services and adequate services, is the _______ ?
- A.
Value Proposition
- B.
Customer's expectations
- C.
Zone of tolerance
- D.
Service quality assurance
- E.
Option 5
- 5.Which one of the following is not part of "Roles & Script" theory
- A.
A set of behaviour patterns learned through experience and communications
- B.
Social cues or expectations that guide behaviourin specific setting or context.
- C.
Management do not dictate the script
- D.
Specific sequence of service behaviours
- E.
Learnt by customers through experiences
- 6.Servicescape design is part of which 7Ps?
- A.
Promotion
- B.
Place & Time
- C.
Physical Environment
- D.
Processes
- E.
People
- F.
Product
- G.
Price
- 7.Distribution of services can only be done face-to-face
- A.
True
- B.
False
- 8.In a servicescape design, we should just consider the thoughts and feelings of customers
- A.
True
- B.
False
- 9.When I managed the perception of the value of the services, I am conducting...
- A.
Cost based pricing
- B.
Competitive pricing
- C.
Value based pricing
- D.
Customer based pricing
- 10.AS a service designer, I aimed to deliver
- A.
E < PP
- B.
E > PP
- C.
E = PP
- 11.It is not good to exaggerate my advertisements because
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