Bachelor of Management Studies (B.M.S.) SEM VI 2020 21 2020-21 HRM In Service Sector Managment Question Paper - Mumbai University | munotes

1 The service sector is also called as sector
a) Primary
b) Secondary
c) Tertiary
d) Dual
2 sector covers manufacturing and making things
a) Primary
b) Secondary
c) Tertiary
d) Dual
3 Farming, mining and fishing are covered under sector
a) Primary
b) Secondary
c) Tertiary
d) Dual
4 In Green revolution the man learnt to use, exploit and interact with
a) Land and natural resources
b) Equipments and machines
d) Finance resources
Ans :- a) Land and natural resources
5 In Industrial revolution the man learnt to use, exploit and interact with
a) Land and natural resource
b) Equipments and machines
d) Finance resources
Ans :- b) Equipments and machines
In case of services, man is learning to use, exploit and interact with for
a) Land and natural resource
b) Equipments and machines
d) Finance resources
7 Greater life expectancy invites opportunity in services like hospitals, nursing
a) Investment banking
b) Domestic activities
d) Career institutes
Service provides like pollution control agencies, car pools, water management are
a) Need for Environment conservation
b) Product complexity
c) Product innovation
d) Leisure time
The result of are delays in production schedules, accidents and wastage of
b) Bottleneck
c) De-necks
10 Labour is paid for every it spends in the factory
a) week
b) year
c) hour
d) month
11 is the environment in which the service is delivered and where the
firm and customer interact
12 A service culture exists when employer motivate the employees to take centric
approach to their duties and work
a) product
b) cost
c) customer
d) investor
13 There has to be a service culture where the needs are central to decisions
about systems, processes and behaviours etc
a) manager
b) employee
c) customer
d) management
14 marketing is a facet of customer relationship management focusing on
a) traditional
b) transactional
c) relationship
d) direct contact
15 In the high-tech age, marketing has become the base on which the
business strategies are built
a) relationship
b) traditional
c) transactional
d) direct contact
16 Successful marketing strategy helps the organization strengthen its
revenue streams on long term basis
a) relationship
b) traditional
c) transactional
d) direct contact
17 marketing is a core corporate philosophy on which the business
strategy is built upon
a) relationship
b) traditional
c) transactional
d) direct contact
18 The market model helps organization to study about the stakeholders
which are important to them
a) Four
b) Six
c) Five
d) Dual
19 market is when customers buy something after being referred by the
friends and relatives
a) Influence
b) Referral
c) customer
d) supplier
20 market helps to keep best people who can add value to organization
a) Employee
b) Referral
c) customer
d) Influence
21 Service employee’s words and actions should reflect to customers
a) nervousness
b) assurance
c) ignorance
d) arrogance
22 Service companies can use their contract employees as personnel
b) sales
c) finance
23 Organizational productivity is by using customers as a resource to
a) decreased
b) increased
c) stable
d) unstable
24 Service encounter is also called as
a) moment of truth
b) moment of service
c) moment of delivery
d) moment of contact
Ans :- a) moment of truth
25 A is defined as an instance where customer and organization come in
contact with one another
a) moment of service
b) moment of truth
c) moment of delivery
d) moment of contact
Ans :- b) moment of truth
26 Various instances such as greeting the customers, handling queries/complaints
a) moment of quality
b) moment of truth
c) moment of delivery
d) moment of contact
Ans :- b) moment of truth
27 A hotel customer experiences such as checking into the hotel, eating a restaurant
meal are called as
a) moment of quality
b) moment of truth
c) moment of delivery
d) moment of contact
Ans :- b) moment of truth
28 According to Karl Albrecht, is any episode in which customer comes in
contact with the organization
a) moment of quality
b) moment of truth
c) moment of delivery
d) moment of contact
Ans :- b) moment of truth
29 Service encounters are oriented
a) goal
b) moment
c) profit
d) focus
30 aspects of services, customer satisfaction is included in physical
a) intangible
b) local
c) tangible
d) profit
31 is a characteristic of ‘services’ because both customer and service
providers are required to form the service
a) Perishability
b) Inseparability
c) Intangibility
d) Tangibility
32 Which of the following is not a characteristic of services?
a) Perishability
b) Tangibility
c) Intangibility
d) Variability
1 Service employees contributes to the organization by
a) Communicating with investor
b) Customer pull and maintenance
c) handling finances
d) accounts management
Ans :- b) Customer pull and maintenance
2 According to Philip Kotler, service marketing triangle comprise of internal
marketing, external marketing and marketing
a) Intentional
b) Interactive
c) Direct
d) Referral
3 In marketing, marketers interact directly with the end users
a) Internal
b) External
c) Intentional
d) Interactive
4 In marketing, marketers try to interact with their employees
a) Internal
b) External
c) Intentional
d) Interactive
5 The front-line service employees are also referred as boundary
a) Spanners
b) Scanners
c) Shrinkers
d) Smoothers
Customer contact personnel must attend to both and marketing goals
a) finance
b) manufacturing
c) operational
d) development
7 The job may require staff to smile and be friendly to rude customers, is an
Service employees frequently face dilemma of whether they should follow the
company’s role or satisfy customer demands, this conflict is called as
conflict causes stressful and unpleasant task/situation for service
a) Intra-client
b) Inter-client
c) Person/Role
d) Organization/Client
10 is the process of managing feelings and expressions to fulfil the emotional
requirements of a job
a) Industrial labour
b) Emotional labour
c) Intelligence labour
d) Material labour
11 describe the things that service workers do that goes beyond
a) Material labour
b) Industrial labour
c) Intelligence labour
d) Emotional labour
12 Employees of service organizations have to stretch their physical/mental skills to
deliver quality service that is why they are also called as
a) Material labour
b) Intelligence labour
c) Emotional labour
d) Industrial labour
13 Service are the skills required for doing the job efficiently
a) dimensions
c) inclination
d) certifications
14 Service is the interest employees have in doing service-related work
a) inclination
c) dimensions
d) certifications
15 Key to empowerment is by giving the to make decisions, to the service
a) salary
b) authority
c) training
d) loyalty
16 Background investigations, reference checks, work history verifications are the
a) production
b) pre-employment
c) marketing
d) operations
17 Recruitment firm can hire worker with less expertise so that organization
gets some time to get right candidate for the vacant post
a) contract
b) labour
c) temporary
d) junior
18 Which among the following is not the best selection technique for employees in
a) Abstract questioning
b) Situational questioning
c) Technical test
d) Role playing
19 Abstract questioning can be used to reveal a person’s willingness to
a) Adapt
b) Train
c) Answer
d) Preserve
20 Interview requires the applicant to answer questions regarding a
a) Abstract questioning
b) Situational question
c) Role play
d) Group discussion
Ans :- b) Situational question
21 Interviewing technique requires applicants to participate in a simulated
situation and react
a) Abstract questioning
b) Situational question
c) Role play
d) Group discussion
22 Role play is mostly used in the phase of recruitment
a) Initial
b) Pre-interview
c) Final
d) Middle
23 allows for a give and take that service employees appreciate and
respond to positively
a) training
b) team spirit
c) rewards
d) promotions
24 Employee has given employees some degree of responsibility and
autonomy for making decisions
a) Engagement
b) Empowerment
c) Training
d) Involvement
25 Which of the following is not the advantage of Employee Empowerment?
a) Improves Quality of Service
b) Increases Collaboration
c) Can increase Arrogance in some employees
Ans :- c) Can increase Arrogance in some employees
26 Which of the following is not the limitation of Employee Empowerment?
a) Employees can abuse power
b) Can increase Arrogance in some employees
c) Improves Quality of Service
d) Risk of confidentiality
Ans :- c) Improves Quality of Service
27 marketing in a service triangle, means marketing between the
customers and employees
a) Internal
b) Interactive
c) Intentional
d) External
28 marketing in a service triangle, means building confidence and
motivation in your employees
a) Internal
b) External
c) Interactive
d) Intentional
29 marketing in a service triangle is mostly used to help customer make a
a) Interactive
b) Internal
c) Intentional
d) Persuasion
30 employees need high level of emotional labour
a) Managerial
b) Front-line
c) Executive
d) Operational
31 conflict occurs when service provider is serving customers in turns
or is serving many customers simultaneously
a) Inter-client
b) Person/role
c) Organization-client
d) Intra-client
1 service quality dimension refers to the appearance of the physical
surrounding and facilities equipment
a)Reliability
b) Tangible
c) Responsiveness
d) Empathy
service quality dimension refers to how the company is performing and
b) Tangible
c) Responsiveness
Service quality refers to willingness of company to help customers in
3 providing them with a good quality & fast service
a)Reliability
b) Tangibles
c) Responsiveness
service quality dimension refers to how the company provides
4 individualized attention to their customers
a)Reliability
b) Tangibles
c) Responsiveness
d) Empathy
Services Gap model is conceptual tool to identify & correct service____ problems
b) Quantity
c) Quality
d) Deliver
The gap between service expectation and service encounter is the service
a) Access
b) Quantity
c) Quality
d) Deliver
There provider gap which defines shortfalls within the service firm
a) Two
c) Four
d) Five
Customer expectation - Management Perception Gap is the result
a) Lack of marketing research
b) Role ambiguity
c) Ineffective recruitment
d) Poor teamwork
a)Role Ambiguity
c) Ineffective recruitment
d)Poor teamwork
Service Quality Specification — Service Delivery Gap is called because of
a)Ineffective recruitment
10 b) lack of marketing research
d) too many layers of management
Service Delivery — External Communication Gap is caused by
b) lack of marketing research
c) over promising in advertisement
d) role conflict
For effective service delivery through agents and strategy can be
12 used when the service principal is more powerful than agents/ Brokers
a)Empowering
b) Control
c) partnering
d) mediating
For effective service delivery through agents/ brokers____ strategy can be used
when the service principal is new to the market & agents/ Broker are well known
b) Control
c) partnering
d) mediating
For effective service delivery through agents/Brokers____ strategy can be used
when the service principal & agent/ Broker both are equally well known
b) Control
c) partnering
d) mediating
Service industry is highly intensive
b) labour
c) executive
d) leader
Which of these is not an external pressure
16 b) changes in market
c) customer demographics
d) changes in government regulations