Exam 14: Designing and Managing Services

An oil drilling company ordered a number of pumpjacks for its operations. The pumpjack is an essential part of its operations and the company needs the equipment to be operational at all times. How can the pumpjack manufacturer demonstrate its service dependability?

If expected service falls below perceived service, customers are disappointed.

Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home. He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible. Dean's Garage excels at which of the following five determinants of service quality?

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Which of the following is true for services?

List three steps that service firms can take to increase quality control over services and reduce variability.

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?

The quality of services is independent of who provides them.

The customer service representatives at a call center have been asked to handle each call within five minutes. At the same time, they have been asked to answer all customer queries in detail and provide appropriate solutions. What kind of service gap is apparent here?

In the hotel industry, primary service features include merchandise for sale, free breakfast buffets, and loyalty programs.

Clearwater Spa operates on the premise that service quality is the main reason that customers come to the spa, and the attendants are trained to provide excellent service. Despite this, the spa rarely has repeat customers. Clearwater began collecting feedback from customers to find out the reason for this. The management realized that although the customers were happy about the services, they did not like the ambience. What kind of a gap is causing the unsuccessful service delivery in this situation?

Services have five distinctive characteristics, one of these being "pure service."

________ refer(s) to logos, symbols, characters, and slogans that service providers use in order to make the service and its key benefits more tangible.

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Services high in ________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

In which of the following does a customer respond to the functional quality of a service?

Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment. By doing so, they are providing ________.

The zone of ________ is a range where a service dimension is deemed satisfactory, anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.