This set of MCQ(multiple choice questions) focuses on the Service Marketing: A Practical Approach NPTEL 2022 Week 1 Assignment Solutions.
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Service Marketing: A Practical Approach NPTEL 2022 Week 1 Assignment Solutions
Q1. According to Maslow’s hierarchy of needs, saving for old age belongs to which need?
a) Physiological needs
b) Self-esteem needs
c) Self-actualization needs
d) Safety and security needs
Answer: d)
Q2. Disposable income is:
a) Income available for entertainment
b) Gross income minus expenses for necessities
c) Gross income minus taxes
d) Gross salary plus benefits
Answer: c)
Q3. According to Max Neef’s fundamental human needs classification, entertainment services satisfies which need?
a) Participation
b) Identity
c) Freedom
d) Leisure
Answer: d)
Q4. A system is a black box in which a ________ activity takes place to convert input to output.
a) Transduction
b) Transformation
c) Transfer
d) Execution
Answer: b)
Q5. In _________ service the transformation in temporary in nature.
a) Healthcare
b) Repair
c) Rental
d) Transportation
Answer: c)
Q6. In the Servuction System the service delivery and marketing occurs at-
a) Front stage, back stage
b) Back stage, front stage
c) Both backstage
d) Both frontstage
Answer: d)
Q7. Which is an example of high degree of interaction and high intensity service
a) School
b) Hotel
c) Lawyer
d) Hospital
Answer: c)
Q8. The uncontrollable factors affecting any service organization are-
a) Political, process, social factors
b) People, infrastructure, process
c) Economic, political, technological factors
d) Suppliers, buyers, customers
Answer: c)
Q9. Licensing of hospital refers to which component of environmental factor?
a) Political
b) Legal
c) Technological
d) Social
Answer: b)
Q10. E-books are an alternative product from which also provides __________ value creation as they can be downloaded immediately when they are required.
a) Operational
b) Product
c) Place
d) Promotion
Answer: c)
Q11. ________ refers to where and how laws and regulations are enforced.
a) Judiciary
b) Adjudication
c) Legal contract
d) Arbitration
Answer: b)
Q12. Leveraging National holidays and events are an example of _________ strategy in hospitality industry.
a) Pull
b) Push
c) Leverage
d) Optimization
Answer: b)
Q13. Counselling services are the example of __________ characteristic of service.
a) Intangible
b) Simultaneous production and consumption
c) Perishable
d) All of the above
Answer: d)
Q14. Implication of perishability in services is-
a) Services cannot be displayed
b) Employees affect service outcome
c) Services cannot be returned or resold
d) Service quality depends on many uncontrollable factors
Answer: c)
Q15. Employees having ___________ needs are more concerned about their growth and development in the workplace.
a) Self actualization
b) Security
c) Esteem
d) Physiological
Answer: a)
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