Exam 11: Designing and Managing Services

Leo's manager has asked him and his teammates to demonstrate caring towards customers.They are instructed to learn the customers' names,and use the customers' names while interacting with them.Repeat customers should get special attention,and the team members should remember their preferences and habits.The manager is asking the team to be ________.

Credence qualities of a service are difficult to evaluate before purchase,but easy to evaluate after consumption.

The customer service representatives at a call center have been asked to handle each call in not more than five minutes.At the same time,they have been asked to answer all customer queries in detail and provide appropriate solutions.What kind of service gap is apparent here?

Josh gets his bike serviced at Dean's Garage even though there's another garage much closer home.He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible.Dean's Garage excels at which of the following five determinants of service quality?

The customer service representatives at G.K.'s customer service center must know as much about the products as possible,so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves.Which of the following determinants of service quality are they being asked to demonstrate?

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 pure tangible good?

Which of the following steps will help service firms to increase their quality control?

List three steps that service firms can take to increase quality control over services and reduce variability.

The ________ determinant of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence in the service they provide.

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?

Fingerpainted organizes art camps and craft activities for children.The company has noticed that demand is highest during summer vacations and drops during the year.What can Fingerpainted do to attract customers at other times of year?

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

In which of the following does a customer respond to the technical quality of a service?

The quality of services is independent of who provides them.

Which of the following is true for services?

Charles Schwab's best customers are instantly directed to customer service representatives,while other customers have to wait longer.Charles Schwab is trying to ________.

Which of the following is true regarding services?