Exam 8: Designing Quality Services

The package of tangibles that define a service and intangibles that make up a service is referred to as a(n) ________.

Gap 3 is the difference between service delivery and service quality specifications.

Explain the concept of poka-yoke.

________ services are those whose customers pay the bills.

Which of the following helps service designers, managers, and staff understand why customers did not like certain aspects of a service so they may improve the service?

Differentiate between voluntary and involuntary services with examples.

One of the objectives of customer benefits package design is to evaluate each attribute in terms of process and service encounter capability.

________ should be kept on every process in a service and available on a computer network for all to view.

Which of the following is not one of the advantages of the SERVQUAL instrument?

The SERVQUAL tool for assessing services quality was developed by ________.

Which of the following is not a quality dimension relating to services?

Internal and external services are similar in that competitive pressures can result in the possible loss of customers.

Services process blueprinting places the focus on front-office activities.

How are the product liability issues in services different from those in manufacturing?

________ shows the difference between actual customer expectations and management's idea or perception of customer expectations.

What are the four stages of the service benefit package design process?

The SERVQUAL instrument is accepted as a standard for assessing different dimensions of services quality.

________ refers to the professionalism of the service provider and whether reasonable measures were taken to ensure the customer's well-being.

According to Parasuraman, Zeithamel, and Berry, what are the key attributes of services leaders?

A gas station is an example of an involuntary service.