Question 1

A disadvantage of focus groups is the inability to probe the participants.

Accepted Answer

A) True 
 B)False

Question 2

The computation of "customer perceived value" (CPV)involves identifying product attributes and weighing them equally for consumers.

Accepted Answer

A) True 
 B)False

Question 3

Because _____ quality drives consumer behavior,producers should make every effort to ensure that ____ quality conforms to _____ quality.

Accepted Answer

A) perceived; actual; expected 
B) expected; perceived; actual 
C) expected; actual; perceived 
D) actual; perceived; expected 
A) perceived; actual; expected 
B) expected; perceived; actual 
C) expected; actual; perceived 
D) actual; perceived; expected

Question 4

Define each of the following terms as they relate to Kano's model: dissatisfier,satisfier,and exciters/delighters.Explain how an exciter/delighter can become a satisfier in general and then provide a specific product example.

Accepted Answer

Dissatisfiers are requirements that are

Question 5

Modern outlook on customer satisfaction requires that firms must first:

Accepted Answer

A) avoid creating dissatisfied customers because of product or service failures. 
B) design efficient customer service systems. 
C) enforce stringent quality control standards for product delivery. 
D) conduct effective feasibility studies before delivering a product or service. 
A) avoid creating dissatisfied customers because of product or service failures. 
B) design efficient customer service systems. 
C) enforce stringent quality control standards for product delivery. 
D) conduct effective feasibility studies before delivering a product or service.

Question 6

Producers should focus on a customer's perception of quality since perceived quality can influence consumer behavior.

Accepted Answer

A) True 
 B)False

Question 7

Maintaining a clean,well-lighted waiting room in a doctor's office is an example of which service quality dimension?

Accepted Answer

A) Competence 
B) Courtesy 
C) Assurance 
D) Tangibles 
A) Competence 
B) Courtesy 
C) Assurance 
D) Tangibles

Question 8

Actionable results are achieved if survey responses are:

Accepted Answer

A) skewed toward the pain points in the system. 
B) tied directly to key business processes. 
C) similar to key problems identified by the management. 
D) collected from an even mix of internal and external customers. 
A) skewed toward the pain points in the system. 
B) tied directly to key business processes. 
C) similar to key problems identified by the management. 
D) collected from an even mix of internal and external customers.

Question 9

A mail order clothing company is considering using customer segmentation.
a.Discuss the benefits associated with customer segmentation.
b.Identify five different ways in which the clothing company could segment customers.

Accepted Answer

Segmentation allows a company to priorit

Question 10

According to Kano's classifications,as customers become more familiar with new or innovative product features,an "exciter/delighter" becomes a "satisfier."

Accepted Answer

A) True 
 B)False

Question 11

________ quality is what the customer assumes will be received from the product.

Accepted Answer

A) Actual 
B) Expected 
C) Design 
D) Perceived 
A) Actual 
B) Expected 
C) Design 
D) Perceived

Question 12

Describe issues that should be considered in the design of an effective survey to measure customer satisfaction.

Accepted Answer

Issues related to questionnaire design i

Question 13

Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation and listening to customers.This is an example of:

Accepted Answer

A) focus groups 
B) direct customer contact 
C) field intelligence 
D) study complaints 
A) focus groups 
B) direct customer contact 
C) field intelligence 
D) study complaints

Question 14

Providing _____ is often considered the minimum required to stay in business.

Accepted Answer

A) dissatisfiers 
B) satisfiers 
C) exciters 
D) delighters 
A) dissatisfiers 
B) satisfiers 
C) exciters 
D) delighters

Question 15

The speed,courtesy,and competence of repair work are referred to as the "reliability" dimension of quality.

Accepted Answer

A) True 
 B)False

Question 16

Expected quality is a measure of what a manufacturer thinks customers want in a product or service.

Accepted Answer

A) True 
 B)False

Question 17

The total package of products and services offered by a company is often called the provider's benefit package.

Accepted Answer

A) True 
 B)False

Question 18

Studies in the service management literature suggest that customers who rated service quality highly also had the highest expectations for _____.

Accepted Answer

A) service recovery 
B) customer service 
C) perceived value 
D) net present value 
A) service recovery 
B) customer service 
C) perceived value 
D) net present value

Question 19

Likert scales allow customers to express their degree of opinion.

Accepted Answer

A) True 
 B)False

Question 20

_____ refer to the requirements that are expected in a product or service.

Accepted Answer

A) Dissatisfiers 
B) Satisfiers 
C) Exciters 
D) Delighters 
A) Dissatisfiers 
B) Satisfiers 
C) Exciters 
D) Delighters

A disadvantage of focus groups is the inability to probe the participants.

The computation of "customer perceived value" (CPV)involves identifying product attributes and weighing them equally for consumers.

Because _ quality drives consumer behavior,producers should make every effort to ensure that quality conforms to _ quality.

Define each of the following terms as they relate to Kano's model: dissatisfier,satisfier,and exciters/delighters.Explain how an exciter/delighter can become a satisfier in general and then provide a specific product example.

Modern outlook on customer satisfaction requires that firms must first:

Producers should focus on a customer's perception of quality since perceived quality can influence consumer behavior.

Maintaining a clean,well-lighted waiting room in a doctor's office is an example of which service quality dimension?

Actionable results are achieved if survey responses are:

A mail order clothing company is considering using customer segmentation. a.Discuss the benefits associated with customer segmentation. b.Identify five different ways in which the clothing company could segment customers.

According to Kano's classifications,as customers become more familiar with new or innovative product features,an "exciter/delighter" becomes a "satisfier."

________ quality is what the customer assumes will be received from the product.

Describe issues that should be considered in the design of an effective survey to measure customer satisfaction.

Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation and listening to customers.This is an example of:

Providing _____ is often considered the minimum required to stay in business.

The speed,courtesy,and competence of repair work are referred to as the "reliability" dimension of quality.

Expected quality is a measure of what a manufacturer thinks customers want in a product or service.

The total package of products and services offered by a company is often called the provider's benefit package.

Studies in the service management literature suggest that customers who rated service quality highly also had the highest expectations for _____.

Likert scales allow customers to express their degree of opinion.

_____ refer to the requirements that are expected in a product or service.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 5: Focusing On Customers

A disadvantage of focus groups is the inability to probe the participants.

The computation of "customer perceived value" (CPV)involves identifying product attributes and weighing them equally for consumers.

Because _____ quality drives consumer behavior,producers should make every effort to ensure that ____ quality conforms to _____ quality.

Define each of the following terms as they relate to Kano's model: dissatisfier,satisfier,and exciters/delighters.Explain how an exciter/delighter can become a satisfier in general and then provide a specific product example.

Modern outlook on customer satisfaction requires that firms must first:

Producers should focus on a customer's perception of quality since perceived quality can influence consumer behavior.

Maintaining a clean,well-lighted waiting room in a doctor's office is an example of which service quality dimension?

Actionable results are achieved if survey responses are:

A mail order clothing company is considering using customer segmentation. a.Discuss the benefits associated with customer segmentation. b.Identify five different ways in which the clothing company could segment customers.

According to Kano's classifications,as customers become more familiar with new or innovative product features,an "exciter/delighter" becomes a "satisfier."

________ quality is what the customer assumes will be received from the product.

Describe issues that should be considered in the design of an effective survey to measure customer satisfaction.

Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation and listening to customers.This is an example of:

Providing _____ is often considered the minimum required to stay in business.

The speed,courtesy,and competence of repair work are referred to as the "reliability" dimension of quality.

Expected quality is a measure of what a manufacturer thinks customers want in a product or service.

The total package of products and services offered by a company is often called the provider's benefit package.

Studies in the service management literature suggest that customers who rated service quality highly also had the highest expectations for _____.

Likert scales allow customers to express their degree of opinion.

_____ refer to the requirements that are expected in a product or service.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Because _ quality drives consumer behavior,producers should make every effort to ensure that quality conforms to _ quality.