1. The design process of developing a corporate image
consists creating a:-
(a) Mission statement
(b) Vision statement
(c) Visual statement
(d) Value system
2. The technology is used as a useful tool to circumvent
trade barriers.
(a) True
(b) False
3. Annual plan control is also called as:-
(a) Strategic control
(b) Profitability
control
(c) Marketing audit
(d) Performance control
4. The service organizations which needs high contact
personnel are:-
(a) Retailing
(b) Post office
(c) Banking
(d) Hospitals
5. Corporate as well as ___________ image of the service
firm influence the expectations
of the customer.
(a) International
(b) Local
(c) National
(d) Domestic
6. Service sector has shown tremendous growth:-
(a) In India
(b) In China
(c) In U.S.A
(d) All over the world
7. A service delivery system is concerned with creation and
delivery of the service offer
with the help of people, process and facilities.
(a) True
(b) False
8. Pricing decisions are influenced by several departments
of a company e.g.:-
(a) a) Production
department
(b) b) Marketing
department
(c) c) Finance
department
(d) Both (a) and (b)
9. The customer's in put affect the service firm's
productivity in terms of:-
(a) a) Quality
(b) b) Quantity
(c) c) Satisfaction
(d) Both (a) and (b)
10. The perspectives to the physical environment in any
services are:-
[1] Process of operations perspective
[2] Marketing perspective
[3] Production perspective
[4] Networking perception
Select the correct options.
(a) 3 and 4
(b) 1, 2 and 3
(c) 1, 2, 3 and 4
(d) 1 and 2
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