Exam 13: Designing and Managing Services

The last time Betty visited Zing's,the dinner served was excellent.Tonight is her anniversary and she was looking forward to an enjoyable evening.After the meal,she starts feeling that the service was not up to par and the evening was not as successful as she had hoped.According to the service-quality model,which gap is obvious here?

Which of the following will most help service providers overcome the limitation of intangibility of services when positioning itself?

Best Western is a mid-sized hotel chain that is entering a competitive market.The chain needs to differentiate its service from that of competitors,positioning itself as a hotel with excellent service at an affordable price.However,the intangible nature of services makes this difficult to demonstrate.How can Best Western convey its message effectively to prospective guests using marketing tool of place?

Pricing has no negative effect on customer loyalty.

Customers want unbundled services,with separate prices for each service element and the right to select the elements they want.

Kaya,a chain of skin clinics,requests each new visitor to fill up their own details on a printed form.This is a step in ________.

Unlike physical products,services cannot be seen,tasted,felt,heard,or smelled before they are bought.This is known as the ________ aspect of services.

Service companies try to demonstrate their service qualities through physical evidence and presentation.

A catering company ordered a number of portable stoves for its operations.The portable stove is an essential part of its operations and the company needs the equipment to be operational at all times.How can the portable stove supplier demonstrate its service dependability?

Some services require that the client be present to conduct the service.Which of the following is an example of such a service?

Ellen came across an ad for a new restaurant which promised authentic French cuisine.When she ate there,however,she was disappointed to find that the food was mediocre and not very authentic.Which of the following gaps of service performance does this demonstrate?

When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use,it was said to be providing ________.

The service-quality model highlights the main requirements for delivering high service quality.Which are the five gaps that cause unsuccessful delivery?

Which of the following is an example of a gap between service delivery and external communications?

A hybrid consists of unequal parts of goods and services,with services being in the majority.

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.

List and briefly explain with examples the five categories of service offerings.

When Aaron went to his doctor for his annual checkup,he was asked to undergo a number of tests.Although the doctor assured Aaron that the tests were routine,Aaron thinks that the doctor is hiding a grave problem from him.What kind of a gap is apparent here?

The customer service representatives at a call center have been asked to handle each call in not more than five minutes.A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances.What kind of service gap is apparent here?

There are five categories of service offerings depending upon whether or not the service component is minor or major.In which of the five categories would you place a haircut?