Question 1

In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.

Accepted Answer

A) True 
 B)False

Question 2

Simultaneous production and consumption of services means that you have to do it right the first time.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following statements is true?

Accepted Answer

A)  It is easy to obtain hard data relating to services because services' attributes are intangible. 
B)  Simultaneous production and consumption of services means that you have to do it right the first time. 
C)  Customer contact leads to a decrease in variability in the process. 
D)  Service liability issues center around safety concerns. 
E)  Manufacturing liability issues often relate to malpractice. 
A)  It is easy to obtain hard data relating to services because services' attributes are intangible. 
B)  Simultaneous production and consumption of services means that you have to do it right the first time. 
C)  Customer contact leads to a decrease in variability in the process. 
D)  Service liability issues center around safety concerns. 
E)  Manufacturing liability issues often relate to malpractice.

Question 4

The greater potential for increasing customer satisfaction lies in addressing tangibles first.

Accepted Answer

A) True 
 B)False

Question 5

Leaders with service vision view service quality as the force underlying profitability and business success.

Accepted Answer

A) True 
 B)False

Question 6

The two parts of a SERVQUAL survey are services liability and manufacturing liability.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following best defines the front office in a service blueprint?

Accepted Answer

A)  the portion of the firm's activities that the customer can see 
B)  the area in the firm where the majority of the work is done 
C)  the portion of the firm's activities that the customer cannot see but is necessary to perform 
D)  the area in the firm where the majority of the profitability is generated 
E)  the area in the firm where the employees plan quality initiatives 
A)  the portion of the firm's activities that the customer can see 
B)  the area in the firm where the majority of the work is done 
C)  the portion of the firm's activities that the customer cannot see but is necessary to perform 
D)  the area in the firm where the majority of the profitability is generated 
E)  the area in the firm where the employees plan quality initiatives

Question 8

When a retailer incorrectly feels that the majority of his customers are men shopping for tools when in fact most customers are women shopping for linens, they are experiencing gap 3.

Accepted Answer

A) True 
 B)False

Question 9

The "three Ts" of fail-safe methods are ________.

Accepted Answer

A)  transactions, task, and tangibles 
B)  tangibles, theories, and transactions 
C)  task, transactions, and treatment 
D)  task, treatment, and tangibles 
E)  task, theories, and transactions 
A)  transactions, task, and tangibles 
B)  tangibles, theories, and transactions 
C)  task, transactions, and treatment 
D)  task, treatment, and tangibles 
E)  task, theories, and transactions

Question 10

A hospital is an example of a voluntary service.

Accepted Answer

A) True 
 B)False

Question 11

Service transaction analysis entails ________ rating each transaction in the process being studied.

Accepted Answer

A)  managers 
B)  quality experts 
C)  mystery shoppers 
D)  service employees 
E)  customers 
A)  managers 
B)  quality experts 
C)  mystery shoppers 
D)  service employees 
E)  customers

Question 12

Service transaction analysis is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Accepted Answer

A) True 
 B)False

Question 13

Measurable dimensions, such as height and weight, are often unavailable in services.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is one of the classifications of fail-safe devices?

Accepted Answer

A)  emotional contact methods 
B)  visual contact methods 
C)  task awareness methods 
D)  intangible methods 
E)  error notification methods 
A)  emotional contact methods 
B)  visual contact methods 
C)  task awareness methods 
D)  intangible methods 
E)  error notification methods

Question 15

The SERVQUAL instrument is useful for performing gap analysis.

Accepted Answer

A) True 
 B)False

Question 16

Gap 4 shows the difference between ________.

Accepted Answer

A)  service delivery and external communications to customers 
B)  management perceptions of customer expectations and expected service 
C)  service delivery and service quality specifications 
D)  expected service and perceived service 
E)  service quality specifications and management perceptions of customer expectations 
A)  service delivery and external communications to customers 
B)  management perceptions of customer expectations and expected service 
C)  service delivery and service quality specifications 
D)  expected service and perceived service 
E)  service quality specifications and management perceptions of customer expectations

Question 17

The two parts of the SERVQUAL survey are ________.

Accepted Answer

A)  customer expectations and customer perceptions 
B)  service quality and product quality 
C)  product integrity and customer service 
D)  services liability and manufacturing liability 
E)  service vision and high standards 
A)  customer expectations and customer perceptions 
B)  service quality and product quality 
C)  product integrity and customer service 
D)  services liability and manufacturing liability 
E)  service vision and high standards

Question 18

Which of the following is an example of a voluntary service?

Accepted Answer

A)  police department 
B)  hospital 
C)  gas station 
D)  the IRS 
E)  fire department 
A)  police department 
B)  hospital 
C)  gas station 
D)  the IRS 
E)  fire department

Question 19

Customers tend to be more involved in the production of goods than in the production of services.

Accepted Answer

A) True 
 B)False

Question 20

________ shows the difference between service delivery and service quality specifications.

Accepted Answer

A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4 
E)  Gap 5 
A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4 
E)  Gap 5

In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.

Simultaneous production and consumption of services means that you have to do it right the first time.

Which of the following statements is true?

The greater potential for increasing customer satisfaction lies in addressing tangibles first.

Leaders with service vision view service quality as the force underlying profitability and business success.

The two parts of a SERVQUAL survey are services liability and manufacturing liability.

Which of the following best defines the front office in a service blueprint?

When a retailer incorrectly feels that the majority of his customers are men shopping for tools when in fact most customers are women shopping for linens, they are experiencing gap 3.

The "three Ts" of fail-safe methods are ________.

A hospital is an example of a voluntary service.

Service transaction analysis entails ________ rating each transaction in the process being studied.

Service transaction analysis is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Measurable dimensions, such as height and weight, are often unavailable in services.

Which of the following is one of the classifications of fail-safe devices?

The SERVQUAL instrument is useful for performing gap analysis.

Gap 4 shows the difference between ________.

The two parts of the SERVQUAL survey are ________.

Which of the following is an example of a voluntary service?

Customers tend to be more involved in the production of goods than in the production of services.

________ shows the difference between service delivery and service quality specifications.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 8: Designing Quality Services

In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.

Simultaneous production and consumption of services means that you have to do it right the first time.

Which of the following statements is true?

The greater potential for increasing customer satisfaction lies in addressing tangibles first.

Leaders with service vision view service quality as the force underlying profitability and business success.

The two parts of a SERVQUAL survey are services liability and manufacturing liability.

Which of the following best defines the front office in a service blueprint?

When a retailer incorrectly feels that the majority of his customers are men shopping for tools when in fact most customers are women shopping for linens, they are experiencing gap 3.

The "three Ts" of fail-safe methods are ________.

A hospital is an example of a voluntary service.

Service transaction analysis entails ________ rating each transaction in the process being studied.

Service transaction analysis is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Measurable dimensions, such as height and weight, are often unavailable in services.

Which of the following is one of the classifications of fail-safe devices?

The SERVQUAL instrument is useful for performing gap analysis.

Gap 4 shows the difference between ________.

The two parts of the SERVQUAL survey are ________.

Which of the following is an example of a voluntary service?

Customers tend to be more involved in the production of goods than in the production of services.

________ shows the difference between service delivery and service quality specifications.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters