Multiple Choice
Identify the
letter of the choice that best completes the statement or answers the question.
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1.
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What
does GATS stand for?
a. | General Agreement on Trade in Services.
| c. | Green Approaches
in Taking Services. | b. | Growth Assessment of Trade Services. | | | | |
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2.
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Which
of the following is NOT a feature of a service?
a. | Intangibility. | c. | Cost
effectiveness. | b. | Perishability. | | | | |
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3.
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What
is a pure service?
a. | One which has a single feature. | c. | One which contains virtually no tangible content.
| b. | One which has a
single benefit. | | | | |
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4.
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Which
of the following is NOT one of Lovelock’s service management trinity?
a. | Marketing. | c. | Human
resources. | b. | Finance. | | | | |
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5.
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Which
of the following is the most important dimension of service quality?
a. | Tangibles. | c. | Responsiveness. | b. | Reliability. | | | | |
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6.
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What
is a blueprint?
a. | An outline of how the service will be delivered.
| c. | A list of
customer expectations. | b. | A rule book for service delivery. | | | | |
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7.
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What
is a Planned Pioneering Venture?
a. | A new service based on new
competences. | c. | An old service
offered to existing customers. | b. | A new service based on existing competences, but within a new
competitive environment. | | | | |
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8.
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What
is a Poorly Planned Industrialized Clone?
a. | A service which does not relate to the firm’s core
competences. | c. | A
“me-too” project launched without a clear understanding of customer needs.
| b. | A service which
is copied from another company’s service offerings. | | | | |
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9.
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What
does NTB stand for?
a. | Non-taxable benefits. | c. | New team-building. | b. | Non-tariff
barriers. | | | | |
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10.
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What
is a blocked market?
a. | One with high entry barriers caused by Government, labour
unions or other interested parties. | c. | One which is already saturated by competitors from the
entrant’s own country, in circumstances where the competitors would respond aggressively to an
attempted entry. | b. | One which has a poor infrastructure which prevents goods and
services passing through the distribution networks. | | | | |
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