Exam 8: Designing Quality Services

Services that we actively seek out and employ of our own accord are referred to as ________ services.

Managers who stop by and visit their service locations demonstrate ________.

________ service attributes cannot be inventoried or carried in stock over long periods of time.

Customer contact leads to a decrease in variability in the process.

The Unreliable Supplier Dilemma occurs because service companies receive most of their supplies from other service companies.

The outputs of service are homogeneous, which means that no two services are exactly the same.

Explain the different gaps in communication that arise due to intangible services.

Generic services packages are of the one-size-fits-all variety.

After a customer sits down in a restaurant, the server coming to the table to take the customer's order is an example of a ________.

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the reliability construct. What is the difference for the reliability dimension?

The phenomenon of customers providing themselves, their belongings, and information as process inputs is known as ________.

The first step in the development of a services blueprint is to isolate fail points.

In a customer benefits package, tangibles are known as ________.

Which of the following is not one of the four stages of the service benefit package design process?

________ service packages are of the one-size-fits-all variety.

Internal services are those whose customers pay the bills.

The fail points in the service blueprint are often referred to as ________.

________ services generally include services such as data processing, printing, and mail.

Gap 4 is the difference between expected and perceived services.

Managers who are focused on details and are highly organized with better equipped firms exemplify which of the following attributes of leader service?