服務營銷英語題庫及答案

單項選擇題（每題2分，共10題）1.“Servicemarketing”意思是？A.產品營銷B.服務營銷C.品牌營銷答案：B2.Thekeyelementofserviceis_.A.productB.priceC.customer答案：C3.Whichisnotacharacteristicofservice?A.intangibilityB.tangibilityC.perishability答案：B4.Servicequalitymainlydependson_.A.equipmentB.employeesC.location答案：B5.Thefirststepofservicemarketingprocessis_.A.marketresearchB.servicedesignC.promotion答案：A6.“Customersatisfaction”指的是？A.顧客投訴B.顧客滿意C.顧客忠誠答案：B7.Servicedeliveryisrelatedto_.A.productproductionB.howserviceisprovidedC.marketsegmentation答案：B8._isimportantforbuildinglong-termcustomerrelationships.A.LowpriceB.GoodservicequalityC.Masspromotion答案：B9.Themaingoalofservicemarketingisto_.A.sellproductsB.satisfycustomersC.reducecosts答案：B10.Aservicebrandcanhelpacompany_.A.increasecostsB.standoutinthemarketC.producemoreproducts答案：B多項選擇題（每題2分，共10題）1.Characteristicsofservicesinclude_.A.intangibilityB.inseparabilityC.variabilityD.perishability答案：ABCD2.Keyelementsinservicemarketingmixare_.A.productB.priceC.placeD.promotionE.people答案：ABCDE3.Whichofthefollowingcanimproveservicequality?A.StafftrainingB.UsingnewtechnologyC.IgnoringcustomerfeedbackD.Standardizingserviceprocesses答案：ABD4.Waystoenhancecustomerloyaltyare_.A.ProvideexcellentserviceB.OfferloyaltyprogramsC.RaisepricesfrequentlyD.Keepintouchwithcustomers答案：ABD5.Servicemarketingresearchmainlyfocuseson_.A.customerneedsB.competitoranalysisC.serviceinnovationD.markettrends答案：ABCD6.Inservicedelivery,factorstoconsiderare_.A.timeB.locationC.staffattitudeD.servicefacilities答案：ABCD7.Componentsofaservicebrandmayinclude_.A.brandnameB.logoC.brandimageD.brandslogan答案：ABCD8.Toensureserviceconsistency,acompanycan_.A.setservicestandardsB.conductregularinspectionsC.changeserviceprocessesfrequentlyD.trainemployeesuniformly答案：ABD9.Servicemarketingaimsto_.A.increasecustomersatisfactionB.gaincompetitiveadvantageC.maximizeprofitD.improvebrandawareness答案：ABCD10.Servicerecoverystrategiesmayinvolve_.A.ApologizingtocustomersB.CompensatingcustomersC.IgnoringcustomercomplaintsD.Fixingtheproblemquickly答案：ABD判斷題（每題2分，共10題）1.Servicesarealwaystangible.（）答案：×2.Customersatisfactionhaslittletodowithservicequality.（）答案：×3.Promotionisnotimportantinservicemarketing.（）答案：×4.Servicevariabilitymeansservicesarealwaysthesame.（）答案：×5.Peopleinservicemarketingonlyrefertocustomers.（）答案：×6.Agoodservicebrandcanattractmorecustomers.（）答案：√7.Servicedeliveryisonlyaboutgettingtheservicetothecustomerontime.（）答案：×8.Marketresearchisnotnecessaryforservicemarketing.（）答案：×9.Servicemarketingisjustaboutsellingservicesatalowprice.（）答案：×10.Servicerecoveryisnotimportantafteraservicefailure.（）答案：×簡答題（每題5分，共4題）1.Listtwocharacteristicsofservices.答案：Intangibility:Servicescan'tbetouchedorseenlikephysicalproducts.Inseparability:Productionandconsumptionofservicesoccursimultaneously.2.Whyiscustomersatisfactionimportantinservicemarketing?答案：Satisfiedcustomersaremorelikelytobeloyal,makerepeatpurchases,andrecommendtheservicetoothers.Thishelpsincreaserevenueandbuildagoodreputation.3.Howcanacompanyimproveservicequality?答案：Trainemployeestoenhanceskillsandserviceattitude.Standardizeserviceprocesses.Usetechnologytostreamlineoperationsandbettermeetcustomerneeds.4.Whatistheroleofservicebrandinthemarket?答案：Aservicebranddifferentiatesacompanyfromcompetitors.Itbuildstrustamongcustomers,attractsnewcustomers,andcancommandapremiumprice.討論題（每題5分，共4題）1.Discusstheimpactofintangibilityonservicemarketingstrategies.答案：Intangibilitymakesithardtoshowcaseservices.Sostrategieslikeusingtestimonials,providingsamplesofserviceexperience,andemphasizingbrandimagearecrucialtomaketheservicemoretangibleincustomers'minds.2.Howcanaservicecompanybalancecostcontrolandservicequalityimprovement?答案：Investincost-effectivetrainingmethodsforemployeestoimproveefficiency.Usetechnologytoautomatesomeprocesses.Regularlyreviewserviceprocessestocutwastewhilemaintainingquality.3.Shareyourthoughtsontheimportanceofemployeetraininginservicemarketing.答案：Well-trainedemployeescanbetterunderstandcustomerneeds,provideconsistentservice,handlecomplaintseffectively,andcontributetoapositivebrandimage,allofwhicharevitalforservicemarketingsuccess.4.Talkabouthowsocial