SCHOOL OF DISTANCE EDUCATION

UNIVERSITY OF CALICUT
SCHOOL OF DISTANCE EDUCATION

VI SEMESTER

BBA
(MARKETING SPECIALIZATION)
(2011 ADMISSION ONWARDS)

SERVICE MANAGEMENT

QUESTION BANK

1. Services are characterized by all of the following characteristics except-

a. intangibility
b. homogeneity
c. inseparability
d. heterogeneity

2. Which of the following is not a tangible dominant?

a. Buildings
b. Automobiles
c. Investment Management
d. Computer
3. What does GDP stand for?
a. Gross domestic profile.
b. Gross demand profile.
c. Gross domestic product.
d. General domestic product.
4. Select name of the country having maximum percent of GDP attributed to services
a. United States
b. China
c. India
d. Brazil
SERVICE MANAGEMENT Page 1
 SCHOOL OF DISTANCE EDUCATION

5. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing

communications and Interactive marketing is known as…………..
a. Marketing Triangle
b. Service Triangle
c. Communication Triangle
d. Sales Triangle

6. Odd one out

a. Internal marketing
b. External Marketing
c. Interactive marketing
d. International Marketing

7. Odd one out?

1. insurance
2. Education
3. Health care
4. Hospital

8. Which of the following fields would be least likely to be described as intangible-

dominant?
a. manufacturing
b.education
c. insurance
d. banking

9. Ranking from highest to lowest, the countries with the largest service sector employment
are:
a. European Community, United States, Japan
b. United States, Japan, European Community
c. United States, European Community, Japan
d. United States, European Community, Japan

10. The primary cost of producing a service is

a. rent
b. overhead
c. cost of goods sold
d. labour

11. The unique service characteristic that reflects the interconnection between the service
firm and its customer is called:
a intangibility
b inseparability
c perishability
d heterogeneity

SERVICE MANAGEMENT Page 2

 SCHOOL OF DISTANCE EDUCATION

12. Tourism is a major creator of jobs in the world. Approximately what percentage of
global employment is represented by tourism?
a. 20%
b. 50%
c. 2%
d. 8%

13. According to definitions of the tourist, what is the maximum allowable length of stay in
a destination ?
a. One year.
b. 6 months
c. One month
d. One day.

14. What does the acronym TSA stand for?

a. Tourism Satellite Assessment.
b. Travellers’ Security Association
c. Tourism System Account.
d. Tourist Satellite Account.

15. What is domestic tourism?

a. Travel for less than one day in your own country
b. A business trip overseas
c. Travel involving an international stay away from home
d. Travel within your own country
16. Which bank is known as bankers bank in India ?
a.SBI
b.RBI
c.Indian Bank
d. Bank of India
17. In which year banks were nationalized in India?
a. 1947
b. 1956
c.1969
d.2010
18. The regulation of the financial services industry in the UK is now carried out by the
a. Bank of England
b. SFA
c. SIB
d. FSA
19. A corporation in the U.S. estimates and pays it taxes __________.
a. monthly
b. quarterly
c. semi-annually
d. annually
SERVICE MANAGEMENT Page 3
 SCHOOL OF DISTANCE EDUCATION

20. In finance we refer to the market for relatively long-term financial instruments as the
__________ market.
a. money
b. capital
c. primary
d. secondary

21. Discuss the social purpose and organization of health care insurance. Moral hazard
by insurance companies can result in:
a. over utilization of health insurance.
b. Community rating.
c. adverse selection.
d. risk pooling.
e.
22. A person injured in a motor vehicle accident will have health care expenses paid by:
a. social insurance programs.
b. auto insurance.
c. employment- based insurance
d. workers compensation insurance

23. Which of the following characteristics/situations qualifies a patient for benefits under a
long term care insurance contract?
a. workplace injury
b. limitation in ADL function
c. recent hospitalization
d. motor vehicle accident

24..Which of the following laws requires that employers offer continuation of health care
insurance after a person leaves employment?
a. COBRA
b. ERISA
c. HIPAA
d. state insurance statute
e.
25. 'Reinsurance' refers to the practice by insurance companies of:
a. Terminating existing policies.
b. Buying insurance from another firm
c. Issuing new policies
d. Renewing existing policies

26. By taking out insurance cover an individual:

a. Reduces the cost of an accident
b. Transfers the risk to someone else
c. Converts the possibility of large loss to certainty of a small one
d. Reduces the risk of an accident

SERVICE MANAGEMENT Page 4

 SCHOOL OF DISTANCE EDUCATION

27. Diversification is one way in which insurance companies can protect themselves
against:
a. Positively correlated risks
b. The law of large numbers
c. Parameter change
d. Random fluctuation
28. A 'pay as you go' pension system is unsuitable for a private firm because:
a. The firm may cease trading
b. Employees are not willing to pay
c. The dependency ratio is too high
d. The benefits are insufficient
29. Pension and life insurance funds hold few short-term assets because
a. Their cash flows are predictable
b. Short-term asset share too dear
c. Long-term assets are more profitable
d. Short-term assets are too risky
30. What is the full form of BPO
a.Business process outsourcing
b.Business persons outsourcing
c.Business production outsourcing
d.Business price outsourcing
31. Full form of KPO
a. Knowledge Process outstanding
b. Knowledge Process Outsourcing
c. Knowledge persons outsourcing
d. Knowledge Production out sourcing.

32. Outsourcing technically means:

a. moving functions or activities out of an organizations
b. the delegation of non-core operations from internal production to an external
entity specializing in the management of that operation
c. buying resources from outside a company's main domestic market
d. A & B

33. Which is the largest outsourcing country in the world ?

a. China
b. America
c. India
d. Brazil
34. Outsourcing on the American continents is supported by ________, in that there are
provision with reference to workers from low-labor cost countries.
a. OECD
b. NATFA
c. G8
d. MERCOSUR
SERVICE MANAGEMENT Page 5
 SCHOOL OF DISTANCE EDUCATION

35. Microsoft is an example of a:

a. diagonally integrated multinational corporation
b. horizontally integrated multinational corporation
c. diversified multinational corporation
d. vertically integrated multinational corporation

SERVICE MANAGEMENT Page 6

 SCHOOL OF DISTANCE EDUCATION

ANSWER KEY

1.b 2.c 3.c 4.a 5.a 6.d

7.d 8.a 9.b 10.d 11.b 12.d

13.a 14.d 15.d 16.b 17.c 18.d

19.b 20.b 21.c 22.b 23.b 24.a

25.b 26.c 27.d 28.a 29.a 30.a

31.b 32.d 33.c 34.b 35.c

©
Reserved

SERVICE MANAGEMENT Page 7