Quiz 1: Characteristics Of Services & Different Types Of Services

10 Questions | Total Attempts: 154

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This quiz is based on the Video "The Difference: Goods vs. Services (lengt appr. 9 minutes) and texts and other materials you will find inside this quiz. Look at the video and then answer the following questions. In order to pass this quiz you need to score minimum 70 points out of 100. You may have several attempts.


Questions and Answers
  • 1. 
    Which ones of the following statements are true?
    • A. 

      Services lack physical characteristics

    • B. 

      The quality of services is difficult to measure

    • C. 

      Products and services are two different things

    • D. 

      Goods have a shape and a form

  • 2. 
    Which ones of the following statements are true?
    • A. 

      Intangibility in this context means that services lack physical characteristics

    • B. 

      Services being intangible makes it difficult to evaluate in advance how they will perform

    • C. 

      The customer cannot influence the outcome of the service

    • D. 

      Inseparability means that the customer takes part in the delivery of the service

    • E. 

      It is not possible to store services in inventory

  • 3. 
    *Which ones of the following factors may influence the outcome of a service?
    • A. 

      The customer's mood

    • B. 

      The service provider's marketing efforts

    • C. 

      The environment in which the service is provided (e.g. colours, noisiness, lighting, amount of other custormers around)

    • D. 

      The customer's attitude

    • E. 

      The process of the delivery of the service

  • 4. 
    Which ones of the following statements are true?
    • A. 

      Perishability in this context means that services are typically consumed at the same time they are puchased

    • B. 

      Most services are a combination of goods and srvices having both tangible and intangible aspects

    • C. 

      Companies providing services tied to physical location need to pay special attention to their location as well as to their service environment

    • D. 

      Exporting perishable services requires special permission from the Ministry of Trade

  • 5. 
    Describe with your own words the elements of services marketing triangle. The maximum length of your answer should not exceed 500 characters
  • 6. 
    Due to the IHIP characteristics of services (intanguibility, heterogeneity, inseparability and persihability) the marketing of services is challenging. Thus, an expanded marketing mix is being applied in promoting services. In addition to the traditional four Ps (Product, Price, Promotion, Place), the services marketing mix includes (choose the correct alternative) 
    • A. 

      Perishability, process and people

    • B. 

      People, physical evidence and process

    • C. 

      Packaging, physical delivery and people

    • D. 

      Process, perishability and promotion

  • 7. 
    Which ones of the following statements regarding services is true?
    • A. 

      Services count for 20% of the world trade

    • B. 

      In case of Finland, the exports of services bring a bigger added value than the export of goods

    • C. 

      When purchasing services the customer knows beforehand the quality of the purchased service

    • D. 

      For marketing services the image of the service/company plays an important reference of quality to the customer

  • 8. 
    This text and figure prepares you for the next question. Read the text, contemplate the figure and think of the examples of services for each category presented.There is a large number of classification schemes for services. Their purpose is to provide conceptual tools for managing services. The classifications are being based on such features as- tangibility- need for specialization (e.g. professional vs. non-professional services- need for contact- profit orientation (e.g. profit orientation vs. non-profit orientation)- customer-employee presence (self-service/interpersonal service/remote serviceIn the picture below you find an example of categorization of international services. In this picture international services are contemplated in terms of need for contact and their concreteness. Services tied to location refer to the kind of services where there is a frequent contact with the customer, e.g. project management. In services free of location there is little need for contact and the nature of the service is virtual or close to it. E.g. banking servicesIn case of standardized services the need for contact is low and they are not culturally sensitive, e.g. many franchising services such as car rental services. 
  • 9. 
    There are services that an be easily repeated (e.g.video games) and the ones that cannot be repeated the same way many times (e.g. management consulting).Which ones of the below mentioned services you find culturally culturally sensitive and at the same time difficult to repeat?
    • A. 

      Training services

    • B. 

      Computer software

    • C. 

      Health services

    • D. 

      Movies

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