e. People, Processes and Physical Evidence Quiz by Shubhrata Shrestha | Sep 13, 2025 | 0 comments e. People, Processes and Physical Evidence Quiz 1. Which factor is NOT typically used to measure customer service quality in people? A) Appearance and body language B) Aptitudes and attitudes C) Production efficiency D) Customer feedback None 2. In which type of culture is standing too close during customer interactions most likely to be seen as intrusive? A) Contact cultures B) Non-contact cultures C) Collectivist cultures D) Masculine cultures None 3. What does “Processes” in the marketing mix primarily refer to? A) The physical layout of service outlets B) The way a service is delivered to customers C) The design of promotional campaigns D) The pricing of intangible products None 4. Which example best illustrates the role of physical evidence? A) A restaurant menu design and interior décor B) An airline offering discounted tickets C) A bank increasing interest rates D) A hotel extending its opening hours None 5. Which country is associated with a more relaxed and informal approach to customer service? A) United Kingdom B) Switzerland C) Germany D) Australia None 6. In Switzerland and Germany, customer service is most valued for being: A) Flexible and forgiving of inefficiencies B) Highly reliable, accurate, and punctual C) Informal and casual in tone D) Focused mainly on personal relationships None 7. Why is physical evidence important in marketing services? A) It determines pricing strategies. B) It makes intangible services tangible and credible. C) It eliminates the need for promotional campaigns. D) It ensures higher profit margins. None 8. A sole trader’s marketing mix is likely to emphasize: A) Large-scale advertising campaigns B) Automated customer service systems C) Personal selling and community ties D) Global delivery networks None 9. Which case highlighted the damage caused by poor employee behavior to a company’s reputation? A) IKEA’s delivery charges B) Tourism Australia’s cultural campaign C) JetBlue flight attendant’s angry exit D) Amaru Esperanza’s donation strategy None 10. Which of the following is an example of a process in food delivery services? A) Quality of menu pictures B) Variety of payment options C) Staff uniforms D) Store location None Time's up Submit a Comment Cancel replyYour email address will not be published. Required fields are marked *Comment * Name * Email * Website Save my name, email, and website in this browser for the next time I comment. Δ
